Consumerist is feeling some heat for publishing internal documents from Cingular which show how the company decides the value of incentives to offer customers who are threatening to leave. It's pretty fascinating really. 10 years ago, when cell phones were less ubiquitous, I remember threatening to leave AT&T and getting wooed back by some good offer or another. Apparently, as least with Cingular, dem days is over. The fact that a company crunches the numbers before deciding what to offer a customer is neither ground breaking nor offensive to me, what's really interesting is how badly Cingular wanted to keep these practices quiet. Much like the recent leak of the AOL game plan for preventing customers from dropping internet service, the publications of these internal memos mostly seems embarassing to the corporation. The naked greed of capitalism is laid bare and the truth may not jive with the customer is always right mantra we've been taught to believe.
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