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	<title>Customer Satisfaction and Reputation Management &#187; Customer Retention</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>Misuse of Marketing Techniques generates Customer Dissatisfaction</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/misuse-of-marketing-techniques-generates-customer-dissatisfaction/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/misuse-of-marketing-techniques-generates-customer-dissatisfaction/#comments</comments>
		<pubDate>Mon, 06 Feb 2012 14:00:46 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[aggravate]]></category>
		<category><![CDATA[aggravation]]></category>
		<category><![CDATA[annoy]]></category>
		<category><![CDATA[annoyance]]></category>
		<category><![CDATA[annoying]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Customer dissatisfaction]]></category>
		<category><![CDATA[false advertising]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[pester]]></category>
		<category><![CDATA[pestering]]></category>
		<category><![CDATA[pop up]]></category>
		<category><![CDATA[pop ups]]></category>
		<category><![CDATA[telemarketing]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5695</guid>
		<description><![CDATA[A consumer reaction to new marketing techniques being used through telemarketing, web marketing and even door to door marketing.: "A message to all those purveyors of marketing by aggravation, pestering, and annoyance: Pissing me off does not make me want to buy your product". See other consumer reactions to companies trying to market their products using techniques that often have the opposite effect.]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Good Corporate Citizen evokes Customer Loyalty</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/good-corporate-citizen-evokes-customer-loyalty/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/good-corporate-citizen-evokes-customer-loyalty/#comments</comments>
		<pubDate>Mon, 16 Jan 2012 14:00:49 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[good corporate citizen]]></category>
		<category><![CDATA[loans]]></category>
		<category><![CDATA[local community]]></category>
		<category><![CDATA[mortgage modification]]></category>
		<category><![CDATA[mortgage modification application]]></category>
		<category><![CDATA[Webster Bank]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5563</guid>
		<description><![CDATA[I came across an interesting article called Keeping Its Commitment To Its Customers: A Bank Does The Right Thing which I think makes an excellent point that companies often forget. At IBM we used to call it being a good Corporate Citizen. That used to mean helping out in the local community, sponsoring local events and supporting local initiatives where employees were involved. Webster Bank has an interesting approach to keeping its customers loyal through its program of Good Corporate Citizenship.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Restoring Customer Satisfaction in a Crisis: UPS Case Study</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-in-a-crisis-ups-case-study/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-in-a-crisis-ups-case-study/#comments</comments>
		<pubDate>Mon, 09 Jan 2012 14:00:05 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Videos]]></category>
		<category><![CDATA[apologize]]></category>
		<category><![CDATA[apology]]></category>
		<category><![CDATA[culture]]></category>
		<category><![CDATA[delivery]]></category>
		<category><![CDATA[FedEx]]></category>
		<category><![CDATA[finger]]></category>
		<category><![CDATA[motto]]></category>
		<category><![CDATA[Package]]></category>
		<category><![CDATA[UPS]]></category>
		<category><![CDATA[UPS culture]]></category>
		<category><![CDATA[Video]]></category>
		<category><![CDATA[YouTube]]></category>
		<category><![CDATA[Zappos]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5506</guid>
		<description><![CDATA[Just a few days after FedEx had a delivery fiasco go viral on Youtube, UPS was caught in a similar situation. While not as extreme as the FedEx error, the driver was quite intentional in his action. The driver gave the camera that was recording him the' third finger salute' and then threw the box on the customer's doorstep. The box appears to be from Zappos. It is possible that the contents were shoes or clothing which were not likely to break but Zappos do sell accessories which might be damaged.  Here's the video which has been seen far fewer times  though other sites also are showing the video. Notice the difference in how the crisis was handled by UPS compared to Fed Ex.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Did Customer Dissatisfaction cause the American Airlines Bankruptcy?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/did-customer-dissatisfaction-cause-the-american-airlines-bankruptcy/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/did-customer-dissatisfaction-cause-the-american-airlines-bankruptcy/#comments</comments>
		<pubDate>Mon, 05 Dec 2011 14:00:01 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Root Cause Analysis]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[American Airlines]]></category>
		<category><![CDATA[American Customer Satisfaction Index]]></category>
		<category><![CDATA[Amplicate]]></category>
		<category><![CDATA[asci]]></category>
		<category><![CDATA[bankruptcy]]></category>
		<category><![CDATA[chapter 11]]></category>
		<category><![CDATA[Customer dissatisfaction]]></category>
		<category><![CDATA[Delta]]></category>
		<category><![CDATA[Delta Airlines]]></category>
		<category><![CDATA[JetBlue]]></category>
		<category><![CDATA[most hated airline]]></category>
		<category><![CDATA[restructuring]]></category>
		<category><![CDATA[Southwest]]></category>
		<category><![CDATA[Southwest Airlines]]></category>
		<category><![CDATA[Spirit]]></category>
		<category><![CDATA[United]]></category>
		<category><![CDATA[united airlines]]></category>
		<category><![CDATA[US Airways]]></category>
		<category><![CDATA[Virgin America]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5375</guid>
		<description><![CDATA[It is a well know fact that customer satisfaction can have significant impact on the business bottom line. So when we hear that a company goes bankrupt, we, as customer satisfaction professionals, should check how the company was perceived in the marketplace. According to a report, published in October, 2011,  by Amplicate on US airlines, American Airlines was Americas most hated airline on social media for the previous 12 months.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction Insights from an IBM CMO Study</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-insights-from-an-ibm-cmo-study/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-insights-from-an-ibm-cmo-study/#comments</comments>
		<pubDate>Thu, 17 Nov 2011 14:00:56 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Needs]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[Big Data]]></category>
		<category><![CDATA[Chief Marketing Officer]]></category>
		<category><![CDATA[CMO]]></category>
		<category><![CDATA[consumer feedback]]></category>
		<category><![CDATA[Data Explosion]]></category>
		<category><![CDATA[digital ocean]]></category>
		<category><![CDATA[Digital world]]></category>
		<category><![CDATA[From Stretched to Strengthened]]></category>
		<category><![CDATA[IBM]]></category>
		<category><![CDATA[IBM Study]]></category>
		<category><![CDATA[insights]]></category>
		<category><![CDATA[satisfied customers]]></category>
		<category><![CDATA[strategy decisions]]></category>
		<category><![CDATA[Study]]></category>
		<category><![CDATA[technology]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5289</guid>
		<description><![CDATA[IBM has published a study of over 1700 Chief Marketing Officers  titled From Stretched to Strengthened, Insights from the Global Chief Marketing Officer Study which highlights the changes the marketplace is going through and the need for businesses to adapt.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-insights-from-an-ibm-cmo-study/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>What to do with an unreasonable customer</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/what-to-do-with-an-unreasonable-customer/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/what-to-do-with-an-unreasonable-customer/#comments</comments>
		<pubDate>Mon, 14 Nov 2011 14:00:45 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Best Sellers]]></category>
		<category><![CDATA[Best selling author]]></category>
		<category><![CDATA[blog]]></category>
		<category><![CDATA[Purple Cow]]></category>
		<category><![CDATA[Seth Godin]]></category>
		<category><![CDATA[unreasonable customers]]></category>
		<category><![CDATA[unreasonable demands]]></category>
		<category><![CDATA[Word of Mouth]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5267</guid>
		<description><![CDATA[Seth Godin, author of over a dozen best seller books, wrote an article on unreasonable customers and why it is worthwhile to tolerate them. He also provides reasons to 'fire' a customer. For most organizations, the perspective is that the customer is always right. While that is true most of the time, it isn't always. My list of when to say No to a customer is longer than those in Seth Godin's post but they are similar.]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Customer Ire forces Netflix business model change</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-ire-forces-netflix-business-model-change/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-ire-forces-netflix-business-model-change/#comments</comments>
		<pubDate>Thu, 13 Oct 2011 13:00:15 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[business model]]></category>
		<category><![CDATA[business model change]]></category>
		<category><![CDATA[ceo reed hastings]]></category>
		<category><![CDATA[Customer dissatisfaction]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[customer ire forces]]></category>
		<category><![CDATA[customer ire forces netflix business model change]]></category>
		<category><![CDATA[customer social media]]></category>
		<category><![CDATA[customers dissatisfaction]]></category>
		<category><![CDATA[investor dissatisfaction]]></category>
		<category><![CDATA[july price change]]></category>
		<category><![CDATA[netflix best customers]]></category>
		<category><![CDATA[new business model]]></category>
		<category><![CDATA[social media outrage]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5067</guid>
		<description><![CDATA[In an earlier post titled Netflix responds to customer social media outrage, Netflix  addressed customer dissatisfaction with it's  a newly announced business model (and price increase) and the CEO produced a video explaining his actions. I ended my post with the idea that time will dictate if Netflix's customers will accept their new business model.  The results are in: Customer feedback has reversed Netflix decision to split its business in two in just a few weeks.]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction tips from &#8216;The Speed of Trust&#8217;</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tips-from-the-speed-of-trust/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tips-from-the-speed-of-trust/#comments</comments>
		<pubDate>Thu, 06 Oct 2011 13:00:06 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[City of Mississauga]]></category>
		<category><![CDATA[clarify expectations]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Conflict of Interest]]></category>
		<category><![CDATA[Covey]]></category>
		<category><![CDATA[customer expectations]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[Hazel McCallion]]></category>
		<category><![CDATA[Patronage]]></category>
		<category><![CDATA[right wrongs]]></category>
		<category><![CDATA[Stephen]]></category>
		<category><![CDATA[Stephen Covey]]></category>
		<category><![CDATA[Stephen M. R. Covey]]></category>
		<category><![CDATA[The Speed of Trust]]></category>
		<category><![CDATA[tips]]></category>
		<category><![CDATA[transparency]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5016</guid>
		<description><![CDATA[Trust is one of the many factors that relate to customer satisfaction. When a customer does business with your organization, they have trusted you enough to do business with you. But trust can be broken in many ways, covered by The Speed of Trust by Stephen M. R. Covey. Three key behaviors from this book that  customer satisfaction professionals need to promote in their organizations are transparency, clarify expectations and right wrongs. A story of  a major caught in a 'real and apparent conflict of interest' is an example of these principles.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Netflix responds to customer social media outrage</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/netflix-responds-to-customer-social-media-outrage/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/netflix-responds-to-customer-social-media-outrage/#comments</comments>
		<pubDate>Thu, 22 Sep 2011 13:00:59 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Chris Taylor]]></category>
		<category><![CDATA[CNN]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[consumer]]></category>
		<category><![CDATA[cottage cheese]]></category>
		<category><![CDATA[customer]]></category>
		<category><![CDATA[customer satisfaction customer outrage]]></category>
		<category><![CDATA[front yard vegetables]]></category>
		<category><![CDATA[Israel]]></category>
		<category><![CDATA[Netflix]]></category>
		<category><![CDATA[outrage]]></category>
		<category><![CDATA[Qwikster]]></category>
		<category><![CDATA[Versace]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4851</guid>
		<description><![CDATA[How Social media are Amplifying Customer Outrage by author Chris Taylor shows examples  of real life, on going, struggles between organizations and consumers. Some organizations are backing down from the public outrage. Some are not.  Netflix responded with a change in their business model and a video of explanation. It remains to be seen if customers and Wall Street will react more positively.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/netflix-responds-to-customer-social-media-outrage/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>When is it acceptable to say NO to a customer?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/when-is-it-acceptable-to-say-no-to-a-customer/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/when-is-it-acceptable-to-say-no-to-a-customer/#comments</comments>
		<pubDate>Mon, 12 Sep 2011 13:00:50 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[always right]]></category>
		<category><![CDATA[customer is always right]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[fire a client]]></category>
		<category><![CDATA[fire a customer]]></category>
		<category><![CDATA[when to say no]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4852</guid>
		<description><![CDATA[The customer is always right has been preached as the secret to customer satisfaction for many years. It many cases it is true and many companies need to swing the pendulum from their attitude of indifference or arrogance to be more compassionate and customer centric. But there are limits. Here are eight examples:]]></description>
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		<slash:comments>3</slash:comments>
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