Archive for March 13th, 2010

Customer Satisfaction meets the Cell Phone Camera

Saturday, March 13th, 2010

Is Big Brother watching you? Remember George Orwell’s novel Nineteen Eigthy Four? Well Big Brother isn’t watching you but everyone else is. Almost everyone with a cell phone has a camera in it that can take pictures and movies. These pictures or movies can be posted to Web 2.0 sites like Facebook, or Youtube and be very embarrassing. Lately this has become very visible in the media as well. Recent newspaper articles about Transit workers and Local Politicians highlight how cell phones cameras are changing the visibility of employees working with or out in the public. Customer satisfaction can be impacted by negativity that is now very visible.

Posted in Customer Satisfaction, Social media | 1 Comment »

Customer Satisfaction Survey Data: Predicting the Trend?

Saturday, March 13th, 2010

Most Organizations measure customer satisfaction with surveys. They can be tracked, and measured and compared year over year, month over month, quarter over quarter. But what techniques are available to raise early warning flags? Three types of measurements can help: Predictor Metrics, Prevention Programs and Social media / Blogs / Complaint Sites.

Posted in Complaints, Customer Satisfaction, Customer Satisfaction Surveys, Management Systems, Problem Prevention, Sentiment Analysis, Social media | No Comments »

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