When to give a customer the boot

Mar 25 2003 by Brian Amble Print This Article

According to Bulletpoint Marketing some organisations are resorting to firing (or de-selecting) their unprofitable customers.

A Swedish bank was recently criticised for redesigning the entrances to their branches in order to make them less assessable to the elderly after analysis showed that its older customers were a financial burden. Meanwhile, a US bank wrote to a section of it's customer base informing them they were no longer welcome as they were not using their credit cards enough.

A powerful school of thought suggests that this is a potential mistake. In the present economic downturn is there a right time to fire a customer? Or is this a passing trend?