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February 2009
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Archive for February 24th, 2009

“Firing” Customers–the AmEx Way

How do you “fire” your most unprofitable customers?  American Express is offering a$300 prepaid American Express gift card to entice select cardholders to pick up their marbles and go home.  Cardholders with high balances and little to no spending or payment activity have been identified as high risks, particularly now as card issuers prepare to […]

Are You Sacrificing Loyalty for Short-Term Profits?

How often do you make a change that you’re just sure that customers are going to love and are met with dead silence?  Or worse, vociferous complaints?  Today’s Wall Street Journal reports that US Airways is reversing its decision to charge for water and soda, saying that the customer backlash is overshadowing efforts to highlight […]