On the benefit of talking to your customers

Interesting pointer for the credit industry today from Paul Sweeney:

"customers that are willing to speak to the customer service people are probably not long term credit risks. Customers that don't accept the invitation to conversation, are even worse credit risks than your system is currently telling you."

Good example of the medium being the message - customers who will take a phone call from their bank at least aren't hiding from their financial responsibilities. Customers that won't...