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	<title>Customer Satisfaction and Reputation Management &#187; Customer Service</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
	<lastBuildDate>Mon, 06 Feb 2012 14:00:46 +0000</lastBuildDate>
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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>
		</item>
		<item>
		<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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/facebook-allows-brands-private-messaging-with-customers/feed/</wfw:commentRss>
		<slash:comments>0</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 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>
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		<item>
		<title>Top Posts of 2011</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/top-posts-of-2011/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/top-posts-of-2011/#comments</comments>
		<pubDate>Mon, 02 Jan 2012 14:00:56 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[BP Oil Spill]]></category>
		<category><![CDATA[business partner]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[embarrassment]]></category>
		<category><![CDATA[Front Line Employees]]></category>
		<category><![CDATA[gaffs]]></category>
		<category><![CDATA[internal customers]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[role]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Steve Jobs]]></category>
		<category><![CDATA[Tony Hayward]]></category>
		<category><![CDATA[wrong]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5548</guid>
		<description><![CDATA[Five of the 15  'most read posts' in 2011.are:  How to Handle Complaints: The IBM Way, Facts on How Social Media Complaints impact Customer Satisfaction, Customer Satisfaction technique – Empowerment of Front Line Employees, Customer Satisfaction: What role should a business partner play?,Customer Satisfaction Techniques for Internal Customers, Biggest Challenge to Exceed Customer Expectations? Read all 15.]]></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 Expectations change with Technology improvements</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-expectations-change-with-technology-improvements/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-expectations-change-with-technology-improvements/#comments</comments>
		<pubDate>Thu, 01 Dec 2011 14:00:49 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[black friday]]></category>
		<category><![CDATA[customer expectations]]></category>
		<category><![CDATA[customer satisfaction professionals]]></category>
		<category><![CDATA[e commerce]]></category>
		<category><![CDATA[mobile commerce]]></category>
		<category><![CDATA[new customer expectations]]></category>
		<category><![CDATA[Paypal]]></category>
		<category><![CDATA[smart phones]]></category>
		<category><![CDATA[technology improvements]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5359</guid>
		<description><![CDATA[Customer satisfaction is the balance between customer expectations and how a business performs. It's a simple formula. Or is it? Customers who buy from you or join your cause, have certain expectations as they work with you. Some of those expectations are set by your business, as part of  your sales presentation, and / or packaging, advertising, and other publicity. Other expectations are set by the industry, the government and what competitors are doing. Technology is the wild card here.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/customer-expectations-change-with-technology-improvements/feed/</wfw:commentRss>
		<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>Customer Satisfaction Preparations for a New Year</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-preparations-for-a-new-year/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-preparations-for-a-new-year/#comments</comments>
		<pubDate>Thu, 10 Nov 2011 14:00:51 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[Expectations]]></category>
		<category><![CDATA[feedback]]></category>
		<category><![CDATA[government regulations]]></category>
		<category><![CDATA[IBM]]></category>
		<category><![CDATA[measurements]]></category>
		<category><![CDATA[mobile]]></category>
		<category><![CDATA[mobile phones]]></category>
		<category><![CDATA[mobile technologies]]></category>
		<category><![CDATA[new regulations]]></category>
		<category><![CDATA[new year]]></category>
		<category><![CDATA[planning]]></category>
		<category><![CDATA[service strategy]]></category>
		<category><![CDATA[survey]]></category>
		<category><![CDATA[Surveys]]></category>
		<category><![CDATA[targets]]></category>
		<category><![CDATA[technology advances]]></category>
		<category><![CDATA[year end]]></category>
		<category><![CDATA[YouTube]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5249</guid>
		<description><![CDATA[Every organization goes through cycles, from year beginning, monthly and quarterly results and year end. As a new year approaches, one of the exercises every department goes through is planning for the year ahead. Customer Satisfaction strategies and processes need to be reviewed as well.The most important things to review are Management Strategies, Customer Expectations, Customer Feedback, Measurements and Targets and Management Reporting.]]></description>
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		<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>
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