Customer Satisfaction and Reputation Management

A video from 2006 is still circulating the web about an HP printer in Iraq that wasn’t working for the US Military in Iraq and that HP refused to fix without being paid. The soldier admonishes HP and then proceeds to use the printer as target practice with his rifle. Complaints have a life of their own. But is HP really to blame? See the video then ask if the US Military might be at fault here for failure to provide support for equipment used by their soldiers in Iraq; or failing to communicate that how support was available?

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.

A really key factor in retaining customers and preventing problems is to pay attention to what expectations you, as a business owner, are setting with customers. What promises are you making?