What makes a customer ‘good’?

Customers differ in the value that they generate for the firm. Some generate revenues well above the costs of serving them. Others, a net loss. Others, still, are outright disruptive, engaging in behaviour that is very costly to the firm. Accordingly, the marketing literature (particularly, in the field of relationship marketing) recommends that managers should … Continue reading What makes a customer ‘good’?

The performative power of the score

There are two interesting articles in the news, today. They are about two very different companies but, essentially, the same issue: the performative power of the score. Or, in others words, about how much a simple number can influence our life.   The first article is about passenger transportation company, Uber. It was revealed that … Continue reading The performative power of the score