Why Our Shopping Score Matters

Unknown to most of us, the quality of customer service can depend on the multiple customer lifetime value (CLV) scores that we get from retailers.

A Blurry Customer Focus

Several years ago, I walked into my local bank branch at 5:55. Knowing that they closed at 6:00, I thought I had some time but they said I was too late. I said I had 5 minutes, they said no…