The Wall Street Journal reports that certain people are put on hold longer than others when they call customer service lines. It's all because of a secret customer score.
Companies keep track of how much you spend, and the more money you spend, the quicker your call may be answered by a representative.
Some companies assign you a customer lifetime value score and you earn points if you have a bank account, a cell phone or an online shopping habit. The more points, the higher your customer score and the more likely that customer service will answer your calls first.