The Secret Score That Determines How Long You Wait On Hold

KCBS Radio: On-Demand
Friday, November 2nd
Ever feel like you when call a customer service you wait on hold forever? Well there's a good chance that has to do with your Customer Lifetime Value.

It's a score used by nearly all types of retail and customer services that measures your potential financial value to the company.

To explain it more KCBS Radio's Stan Bunger and Holly Quan spoke with  Peter Fader, Professor of Marketing at The Wharton School of the University of Pennsylvania and author of the new book “ The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value”