Discriminating against your customers
Best Buy Co Inc. have been initiating policies to discriminate against their most costly customers – in this case those that bring back more returns, as this SFGate.com story [From July!] states. Larry Seldon who wrote "angel customers, demon customers" and is a consultant to Best Buy says the practice of weaning out the costly consumers is not new. Indeed it is an age old practice – from expecting polite bahaviour from customers, to certain restrictions on clothes in restaurants and clubs to barring people on the basis of their credit rating [casino’s etc.] or exploitation of shop policies [returning goods after they have been used]. But if Best Buy starts to discriminate why not the internet stores for whom it would be much easier to sift through ‘bad customers’ via data mining [returns, credit, using bandwidth without buying – photo sites…]. Maybe this is happening already?
[via Future Now]