Customer Satisfaction and Reputation Management

Better Business Bureau has recently released its list of the Top 10 Industries with the most customer complaints. One measure of customer satisfaction is the number of complaints received. Normally a complaint is a measure of the failure of a service call or multiple calls. The Better Business Bureau measured both the number of complaints and the number of complaints that are resolved within 30 days. Two charts ranked by volume of complaints and percent of complaints resolved in 30 days show very different results.

In a recent article by Inc titled 30 Tips for using Social Media in Your Business, there were seven were directly related to customer satisfaction processes and techniques.

“The only way to put out a social media fire is with social media water,” says Ramon DeLeon, managing owner of 7 Chicago area pizza stores. A Domino Pizza Franchise owner uses an apology video to respond to a negative customer tweet. He also uses other interesting techniques to ensure his customers keep coming back.

David Carroll, a Canadian singer was flying from Halifax to Nebraska with a stop over in Chicago where he and other passengers watched in horror as United Airlines damaged his guitar. United was unresponsive after many attempts so he wrote a song, put it on Youtube. After 150,000 views, it was picked up by CNN and his song has been viewed by over 6 Million viewers on Youtube. United responded! In the meantime, United Airlines lost $120 Million of market capitalization.

Since the announcement of Google Sidewiki, many visitors have read my original post titled Google Sidewiki impacts your Customer Satisfaction Strategy. This blog post will cover several subjects:1. Reactions to Google Sidewiki, 2. New Information about how Sidewiki is being used, 3. Tools to track Sidewiki comments, 4. Tools being offered to Block Sidewiki entries.