REQUEST: Differentiated servicing levels

[albert.p.maspons@aexp.com]

[Moderator's Note:  Albert is not a DEN subscriber, so please copy him at albert.p.maspons@aexp.com on any 
responses - remember the Deming context.

At our organization (a large finanacial service provider) they have launched an initiative to provide differentiated servicing levels based on the customer's projected long term benefit - i.e. high spenders should get a superior level of service.  On the service, this seems like the right thing to everyone in the org. However, I keep thinking this doesn't sound right - every customer should be treated the same - regardless of how they spend with the org.  besides, i keep thinking those that are already engaged and loyal may not necesarrily need more servicing whereas, the opportunity may exist with those that by providing a superior level of service may over the long term become engaged and spend more with us?   what would dr deming think about this type of initiative???  why??

any feedback is very much appreciated!!!!!!!!11

albert maspons 

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