eCommerce Tip #114: The customer is almost always right. Dump toxic customers

The customer is always right, but…

Some customers have negative CLV (Customer Lifetime Value) because of too many returns, complaints, and support requests. Don’t be afraid to block those customers, but do it very, very smoothly.

he customer is almost always right. Dump toxic customers
Tip #114 – © Franco Folini

I wish we could have a customer score similar to the popular “credit score”. Based on a visitor “customer score”: we could decide to reject him, to deny him of free shipping, or to offer him an additional discount. We don’t have a customer-score, but as soon we find out a customer is toxic, we need to block him from wasting our time and our money.

Some eCommerce customers aren't worth doing business with!
Some eCommerce customers aren’t worth doing business with!

Franco Folini lives and works in the eCommerce territory, a wild area between the Kingdom of Technology and the Kingdom of Marketing. He speaks fluently the language of both realms. For many years, Franco has been helping people bridge the divide and successfully collaborate.

If you want to find out more about Franco, visit his LinkedIn profile or send him an email folini[at]

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s