Customer Satisfaction and Reputation Management

Using Twitter for Customer Service is a hot topic. Several comments from readers on LinkedIn are included in this post. The positive aspects of Twitter along with its limitations are covered. Generally Twitter is perceived to be an augmentation to existing customer service with added value to the customer that they have been heard.

A study by IBM® Institute of Business Value of 30,000 US consumers in September and November 2008 revealed that, on average, consumers will drop allegiance to retailers after an average of 3.1 negative experiences. To promote customer satisafaction, eight key areas that affect the customer experiences are covered in this article.