The Pareto Principle offers firms short-term gains through cost reductions while building greater loyalty and hopefully revenue from elite buyers. Yet it inflicts the medium/long-term pain from rising expenses, shrinking customer bases and individual income and spending declines. The Pareto Principle's symptoms include poorly-written IVR and Web self-service that it forces the lower 80% of customers to endure and who then reach live agents only after enduring lengthy queues: only to be pushed through the calls by agents that are being measured to average handle time and cost per call. The Pareto thinking may now be infecting the social channel by solving customers problems through solely or principally using onsite communities.
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