Archive for June, 2010

There seems to be an ever growing list of Complaint Aggregators that capture complaints about your products or services on their sites. Trying to keep up with these ever widening set of sites is a challenge for many organizations and needs to be part of any customer satisfaction and complaint management strategies. Check 11 aggregator sites in this blog post.

It appears that a standard is starting to form in the world of Social Media. Twitter seems to be the social media vehicle of choice for handling complaints, and squeaky wheels while Facebook is for cheery news, fans, and brand boosters. See specific corporate examples: AT&T, McDonalds, Microsoft and Vodaphone.

Customer Satisfaction techniques apply to many stakeholders, not just direct customers. Toyota faced its shareholders for the first time since the start of the recall crisis. The three proven customer satisfaction techniques of acknowledge, apologize and show action, were used with shareholders.

BP CEO Tony Hayward BP CEO is no longer speaking for BP’s Oil Spill in the Gulf of Mexico according to a New York Time article. The BP Board of Directors has removed him because he ‘upset people’. The Chairman of BP’s Board of Directors, Carl-Henric Svanberg is taking over. “This has now turned into a reputational matter, a financial squeeze for BP and a political matter, and that is why you will now see more of me,” said Svanberg. This post cover 4 mistakes Tony made.

Two stories demonstrate the difference between under promising and over delivering and the reverse: over promise and under deliver. The Customer Satisfaction levels and future business differences are enormous. It all starts with what expectation is created in the mind of the customer.

Tony Hayward, CEO of BP appeared before a US Congressional Committee to address the recent Oil Spill in the Gulf of Mexico. Despite using the tried and true customer satisfaction remediation technique of Acknowledge the problem, Apologize and Demonstrate actions, the best practice failed. Why? Attitude and lack of emotion. Contrast to a recent speech by Obama on his actions relative to BP also included in this post.

One of the key customer satisfaction techniques is the need to provide front line employees with the ability to respond to customer situations quickly without the need to ‘ask for permission’. In his book ‘The little BIG Things’ Tom Peters asked managers if they encourage managers to celebrate successful use of this technique.

In Tom Peters’ book, ‘The Little BIG Things’, one chapter deals with a request from Stamford University Graduate School of business that was bungled due to lack of attention to detail. It is an important customer satisfaction lesson. The Devil is in the details.

In Tom Peters’ book, The Little Big Things, 163 Ways to Pursue Excellence, Tom speaks of the value of listening to customers. Why should an organization listen, what is listening anyway, How to listen and What to Next are covered. According to Tom, the return on investment for Listening is higher than from any other single activity.

Tom Peter’s book, The Little BIG Things, 163 ways to pursue Excellence starts in the first chapter with an excellent customer satisfaction story related to restaurants. It isn’t the food, the service or the friendliness of the staff that brings him back over and over again. The key factor is surprising. It makes us all realize that we really need to know what our customers value.

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