Charles Schwab's best customers are instantly directed to customer service representatives, while other customers have to wait longer. Charles Schwab is trying to ________.
A) monitor its service systems
B) empower the customers
C) retain the patronage of profitable customers
D) increase consumer participation
E) standardize the service-performance process

Question

Quizplus · Accepted Answer

Charles Schwab is hoping to retain its profitable customers by prioritizing their needs and giving them a better customer service experience than other customers. This is an example of customer segmentation and targeting, which is a common tactic for retaining profitable customers.

Charles Schwab's Best Customers Are Instantly Directed to Customer Service