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	<title>Customer Satisfaction and Reputation Management &#187; Complaints</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>Facebook allows brands private messaging with customers</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/facebook-allows-brands-private-messaging-with-customers/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/facebook-allows-brands-private-messaging-with-customers/#comments</comments>
		<pubDate>Thu, 02 Feb 2012 14:00:42 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[Facebook Fan Page]]></category>
		<category><![CDATA[fan page]]></category>
		<category><![CDATA[private messages]]></category>
		<category><![CDATA[Private Messaging for Pages]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5486</guid>
		<description><![CDATA[Facebook appears to be rolling out a new feature that will help companies handle complaints posted on their Facebook Fan Page. Rather than dealing with customer service situations  or complaints in public,  this feature allows for private messaging that no one else sees.htat may required personal information or account information that individuals or organizations would rather not be public knowledge, this feature allows for private messaging that no one else sees.]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>US Government Policy bends to Pressure from Internet Community</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/us-government-policy-bends-to-pressure-from-internet-community/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/us-government-policy-bends-to-pressure-from-internet-community/#comments</comments>
		<pubDate>Mon, 30 Jan 2012 14:00:59 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[congress]]></category>
		<category><![CDATA[Consumer satisfaction]]></category>
		<category><![CDATA[law makers]]></category>
		<category><![CDATA[Motion Picture Industry]]></category>
		<category><![CDATA[Obama]]></category>
		<category><![CDATA[PIPA]]></category>
		<category><![CDATA[senate]]></category>
		<category><![CDATA[Silicon Valley]]></category>
		<category><![CDATA[SOPA]]></category>
		<category><![CDATA[US]]></category>
		<category><![CDATA[US Congress]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5658</guid>
		<description><![CDATA[There have been two bills that were created and going through the approval process in  the US congress and senate, called SOPA and PIPA, that, if passed, would  affect internet users worldwide. This story is an interesting one about how various groups  of businesses competed for government attention, and how the internet based organizations enabled consumers to bring their dissatisfaction to the attention of US law makers and halt the progress of the two bills.]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Best Buy Christmas Debacle alienates Customers</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/best-buy-christmas-debacle-alienates-customers/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/best-buy-christmas-debacle-alienates-customers/#comments</comments>
		<pubDate>Thu, 26 Jan 2012 17:00:56 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Best Buy]]></category>
		<category><![CDATA[cancelled orders]]></category>
		<category><![CDATA[Christmas]]></category>
		<category><![CDATA[Customer dissatisfaction]]></category>
		<category><![CDATA[Online store]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5611</guid>
		<description><![CDATA[Best Buy's on line store ran out of stock on 'hot items' during the Christmas season and four days before Christmas, cancelled customer orders, leaving their customers with little recourse to buy elsewhere.  Some of those orders were taken after Thanksgiving, weeks earlier. Customers were furious. What is worse is the way this issue was handled.]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Restoring Customer Satisfaction: Papa Johns racial slur goes viral</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-papa-johns-racial-slur-goes-viral/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-papa-johns-racial-slur-goes-viral/#comments</comments>
		<pubDate>Thu, 19 Jan 2012 14:00:54 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[apology]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[huffington post]]></category>
		<category><![CDATA[papa johns]]></category>
		<category><![CDATA[racial slur]]></category>
		<category><![CDATA[tweet]]></category>
		<category><![CDATA[tweets]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[yahoo news]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5615</guid>
		<description><![CDATA[An employee at a Papa John&#8217;s Franchise in New York made a career limiting move by entering a racial slur on a customer&#8217;s receipt. The customer posted the image of the receipt on Twitpic and submitted the following tweet. &#160; The image posted on Twitpic shows the slur: &#8216;Lady Chinky Eyes&#8217;. 20, 000 Retweets later,  [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Restoring Customer Satisfaction in a Crisis: FedEx Case Study</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-in-a-crisis-fedex-case-study/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-in-a-crisis-fedex-case-study/#comments</comments>
		<pubDate>Thu, 05 Jan 2012 14:00:57 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></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[FedEx culture]]></category>
		<category><![CDATA[FedEx motto]]></category>
		<category><![CDATA[fence]]></category>
		<category><![CDATA[mantra]]></category>
		<category><![CDATA[Mathew Thornton III]]></category>
		<category><![CDATA[monitor]]></category>
		<category><![CDATA[motto]]></category>
		<category><![CDATA[over the fence]]></category>
		<category><![CDATA[Video]]></category>
		<category><![CDATA[YouTube]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5490</guid>
		<description><![CDATA[On Dec 19, 2011, a Youtube video was uploaded showing a FedEx Employee delivering a monitor by throwing it over the fence. It went viral. As I write this post it has been seen more than 5.7 Million times.  Imagine the embarrassment of FedEx! FedEx responded with a video of their own with 11 elements worth noting. Alas the video has only been seen by about 5% of those who saw the first video.
]]></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>Social Media complaints and your competition</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/social-media-complaints-and-your-competition/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/social-media-complaints-and-your-competition/#comments</comments>
		<pubDate>Mon, 28 Nov 2011 14:00:33 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Online Reputation]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[authorized reseller]]></category>
		<category><![CDATA[Brian Solis]]></category>
		<category><![CDATA[business partners]]></category>
		<category><![CDATA[consumer complaints]]></category>
		<category><![CDATA[customer complaints]]></category>
		<category><![CDATA[engage]]></category>
		<category><![CDATA[false complaints]]></category>
		<category><![CDATA[federal governments]]></category>
		<category><![CDATA[lead generators]]></category>
		<category><![CDATA[negative comments]]></category>
		<category><![CDATA[non profit organization]]></category>
		<category><![CDATA[real consumer complaints]]></category>
		<category><![CDATA[search engines]]></category>
		<category><![CDATA[social media complaints]]></category>
		<category><![CDATA[social media complaints and your competition]]></category>
		<category><![CDATA[social media tools]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5336</guid>
		<description><![CDATA[I am currently reading Engage, Revised and Updated: The Complete Guide for Brands and Businesses to Build, Cultivate, and Measure Success in the New Web
by Brian Solis.  In is book, Brian pointed out the threat posed by customer complaints that appear in Social Media, particularly Twitter. This brings up the whole issue of dealing with unscrupulous or aggressive competitors who use Social Media tools as a lever against you.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/social-media-complaints-and-your-competition/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Who is Ignoring their Customers on Social Media?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/who-is-ignoring-their-customers-on-social-media/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/who-is-ignoring-their-customers-on-social-media/#comments</comments>
		<pubDate>Mon, 07 Nov 2011 14:00:43 +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 Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Conversocial]]></category>
		<category><![CDATA[Costco]]></category>
		<category><![CDATA[Costco Wholesale]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[Dillards]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[facebook page]]></category>
		<category><![CDATA[Kmart]]></category>
		<category><![CDATA[Krogers]]></category>
		<category><![CDATA[largest us retailers]]></category>
		<category><![CDATA[poor service]]></category>
		<category><![CDATA[Reuters]]></category>
		<category><![CDATA[Safeway]]></category>
		<category><![CDATA[Sears]]></category>
		<category><![CDATA[service]]></category>
		<category><![CDATA[support]]></category>
		<category><![CDATA[terrible advertisement]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[Walmart]]></category>
		<category><![CDATA[Who's ignoring their customers]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5226</guid>
		<description><![CDATA[Conversocial has released two studies this year, one for the UK and another for the US, showing how well retailers are responding to customers on Social Media: Facebook in particular. According to the US study, Retailers did not respond to 65 percent of complaints and questions on their Facebook pages during a five-day period in September 2011.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/who-is-ignoring-their-customers-on-social-media/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Google discontinues the Sidewiki Customer Satisfaction tool</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/google-discontinues-the-sidewiki-customer-satisfaction-tool/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/google-discontinues-the-sidewiki-customer-satisfaction-tool/#comments</comments>
		<pubDate>Thu, 03 Nov 2011 13:00:49 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[annotation service]]></category>
		<category><![CDATA[backlash]]></category>
		<category><![CDATA[compliments]]></category>
		<category><![CDATA[customer satisfaction feedback]]></category>
		<category><![CDATA[customer satisfaction strategy]]></category>
		<category><![CDATA[customer satisfaction tool]]></category>
		<category><![CDATA[false information]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[negative comments]]></category>
		<category><![CDATA[Sidewiki]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5211</guid>
		<description><![CDATA[Google is discontinuing Sidewiki. an annotation service that appears next to your website with comments from users. When Google Sidewiki was first announced in September 2009, it was intended as a way for Google users to share good and bad experiences with a company on the same page as the company's website. This led to a backlash from organizations. Some web owners were upset that they no longer owned all the space on the browser when a customer accesses their webpages and two other major issues. Will Sidewiki be missed?]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Nearly One in Four Large Companies provide Customer Service using Facebook</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/nearly-one-in-four-large-companies-provide-customer-service-using-facebook/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/nearly-one-in-four-large-companies-provide-customer-service-using-facebook/#comments</comments>
		<pubDate>Mon, 31 Oct 2011 13:00:47 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[company blogs]]></category>
		<category><![CDATA[customer feedback process]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[large organizations]]></category>
		<category><![CDATA[Market Tools]]></category>
		<category><![CDATA[organization-wide approach]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[voice of the customer]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5149</guid>
		<description><![CDATA[A new study has been released by Market Tools, a company specializing in Enterprise Feedback Management met with over 330 companies with revenues over $10 Million. 23 % of  companies did customer service  and support on Facebook but only 12% on Twitter. 5% didn't think customer satisfaction was either  extremely or very important. Read the full article to learn more.]]></description>
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		<slash:comments>0</slash:comments>
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