Archive for May, 2010

BP’s oil spill in the Gulf of Mexico is in the news regularly, with efforts to control the flow of oil from the well and clean up the mess. It goes without saying that anyone affected by the current BP oil spill in the Gulf of Mexico will be very concerned. The environment and eco system are endangered. Tourism in the affected areas are suffering as tourists cancel their plans to visit affected beach areas. Even if the oil doesn’t show up on shore, the smell of the oil may carry for miles. A group of Grannies in Florida wrote a song on Youtube complaining about Halliburton and BP which may very well go viral. At the time of writing, almost 16,000 people had seen the video. Video comments take very strong positive and negative views of deep sea oil drilling, the Grannies themselves and about BP and Halliburton.

Customer Satisfaction techniques can and should be used with internal end users. Any organization that supports others in a large corporation or business needs to determine who its customers are, and then set up a process to track and measure expectations and achievements against those expectations on a regular reporting basis. This article talks about why this is important, the key elements, how to do it and how to implement a customer satisfaction program for internal customers.

Another blow to the sagging reputation management efforts of Toyota is the latest recall of the Lexus LS Sedans for steering problems. The models affected are the 2010 LS 460, LS 460 L, LS 600h, and the LS 600h and represent about 11,000 cars worldwide. The Lexus ls 600 costs over $100,000 US! The problem seems to be both hardware and software. This latest recall is a further setback to Toyota’s attempts to improve its reputation and customer satisfaction.

Companies who want to foster customer loyalty and sustain high levels of customer satisfaction have to move beyond simply meeting customer expectations to delighting the customer. Why is this so important? What exactly is ‘exceeding customer expectations’. Learn how your organization can exceed customer expectations and a road map to get started now.

When I was a customer satisfaction executive at IBM, we measured customer satisfaction with many aspects of the business. Customer surveys fell into three general categories: Transaction Satisfaction, Product Satisfaction and Relationship Satisfaction.

The recently released Social Media Revolution 2 video shows some very surprising statistics for Facebook and Youtube. Will traditional customer survey processes survive in the consumer market place?

Toyota’s Reputation Management efforts took another hit with a new investigation by the US Government National Highway and Traffic Safety Administration. It appears Toyota stalled on a recall concerning a Steering Defect for Toyota pickups, T100s, and 4Runner SUVs built between 1989 and 1998. The steering problem had been identified in 2004 and recalls were done in Japan but failed to alert the US authorities for as much as a year. Some positive news for Toyota includes improved sales and profits and the removal of Consumer’s Reports ‘Don’t Buy’ Designation from its 2010 Lexus GX 460 SUV after electronic stability issues were resolved with a software fix.

Gary Vaynerchuk of Wine Library TV fame, described an incident in his latest book: Crush it!: Why NOW is the time to Cash in your Passion that shows his commitment to customer service. While the individual incident likely lost him money, the culture he established in his organization was worth far more. Customer service in today’s web environment is very visible and creating the right customer service culture is even more important in order to improve or sustain high levels of customer satisfaction.

How Reputation Management firms work

Tuesday, May 4th, 2010

Reputation Management firms are often SEO (Search Engine Optimization) specialists who move negative comments off the front page of search engines. Some of the techniques include, raising the rank of the sites below the negative entry by adding favorable comments, using social bookmarking such as Digg, Delicious and others. Creating new subdomain sites on your site also may add more positive entries to the front page of Google. It is far better to over deliver and under promise to prevent the need to use reputation management SEO techniques.

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