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The Business of Customer Service04:14
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Following the plane crash in San Francisco, airlines prioritized stranded flyers based on frequent flyer status rather than by how long they had been stuck waiting.
NPR's Steve Henn explains how companies make decisions about customer service.
When companies cater to their most profitable customers it makes short-term, bottom line sense. But that may not be a good long-term strategy.
Guest:
- Steve Henn, NPR's Technology Correspondent. He tweets @HennsEggs.
This segment aired on July 10, 2013.
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