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	<title>Customer Satisfaction and Reputation Management &#187; News Articles</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>Netflix customer satisfaction drops in e-commerce survey</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/netflix-customer-satisfaction-drops-in-e-commerce-survey/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/netflix-customer-satisfaction-drops-in-e-commerce-survey/#comments</comments>
		<pubDate>Thu, 12 Jan 2012 14:00:49 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[. Toys R Us]]></category>
		<category><![CDATA[Apple Store]]></category>
		<category><![CDATA[Avon.com]]></category>
		<category><![CDATA[Buy.com]]></category>
		<category><![CDATA[ForeSee]]></category>
		<category><![CDATA[Gap.com]]></category>
		<category><![CDATA[J.C. Penny]]></category>
		<category><![CDATA[Netflix]]></category>
		<category><![CDATA[Overstock.com]]></category>
		<category><![CDATA[QVC]]></category>
		<category><![CDATA[sony]]></category>
		<category><![CDATA[Tiger Direct]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5524</guid>
		<description><![CDATA[ForeSee runs a ecommerce survey of on line retailers twice a year. Here are some of the winners and losers. Top performers were Amazon, Avon and J.C. Penny online stores. At the bottom of the heap were Gap.com, Overstock.com and Buy.com. The biggest loser was Netflix, down 8 points from last year. Netflix drop is being attributed to its change in pricing and business model earlier in 2011. It's fall from grace was swift. Get the full story from ForeSee. Link in the blog post.]]></description>
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		<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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		<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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		<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>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>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Responsiveness to Major Problems Key to Satisfaction and Loyalty</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/responsiveness-to-major-problems-key-to-satisfaction-and-loyalty/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/responsiveness-to-major-problems-key-to-satisfaction-and-loyalty/#comments</comments>
		<pubDate>Mon, 02 May 2011 13:00:57 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Apple]]></category>
		<category><![CDATA[apps]]></category>
		<category><![CDATA[iPad]]></category>
		<category><![CDATA[iPhone]]></category>
		<category><![CDATA[Location tracking]]></category>
		<category><![CDATA[playstation]]></category>
		<category><![CDATA[PSN]]></category>
		<category><![CDATA[Qriocity]]></category>
		<category><![CDATA[security breach]]></category>
		<category><![CDATA[sony]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4129</guid>
		<description><![CDATA[Sony and Apple have been hit with customer dissatisfaction recently:  Apple for it location based data being stored on iPhones and iPads and Sony for its Playstation Network Data Breach. In each case, while the company responded to user concerns, they did so late, later than customers expected. During crisis situations, responsiveness is key to maintaining customer satisfaction and customer loyalty.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Mobile Phone Apps may eliminate Customer Service Reps</title>
		<link>http://www.satisfactionsecrets.com/news-articles/mobile-phone-apps-may-eliminate-customer-service-reps/</link>
		<comments>http://www.satisfactionsecrets.com/news-articles/mobile-phone-apps-may-eliminate-customer-service-reps/#comments</comments>
		<pubDate>Thu, 10 Mar 2011 14:00:04 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[auto]]></category>
		<category><![CDATA[car dealer]]></category>
		<category><![CDATA[car dealership]]></category>
		<category><![CDATA[customer service representatives]]></category>
		<category><![CDATA[customer service reps]]></category>
		<category><![CDATA[dealer]]></category>
		<category><![CDATA[dealership]]></category>
		<category><![CDATA[mobile phones]]></category>
		<category><![CDATA[smart phones]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=3742</guid>
		<description><![CDATA[In a recent Toronto Star automotive article titled Phone Apps connect Customers, Dealerships, highlighted an example of how a smart phone application can do away with the need for a customer to call for a car service appointment,  thereby eliminating the customer service representative on the other end of the phone. When the customer arrives at the dealership, the service staff is waiting avoiding line ups and paperwork. At the end of the repair, the customer can use a smartphone to pay.]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction News: IBM announces the Customer Experience Suite</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-news-ibm-announces-the-customer-experience-suite/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-news-ibm-announces-the-customer-experience-suite/#comments</comments>
		<pubDate>Thu, 28 Oct 2010 13:00:04 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[client satisfaction]]></category>
		<category><![CDATA[Customer Experience Suite]]></category>
		<category><![CDATA[IBM]]></category>
		<category><![CDATA[personalization]]></category>
		<category><![CDATA[software]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2953</guid>
		<description><![CDATA[IBM has recently announced new software portfolio called IBM Customer Experience Suite. According to Fast Company in an article called Why IBM could be bigger than Facebook in Social Media , this software announcement is a clear indication that social media has changed the business landscape. However, a key tool and process does not seem to be part of IBM's approach.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Dissatisfied Passenger takes United Airlines to Small Claims Court and Prevails</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/dissatisfied-passenger-takes-united-airlines-to-small-claims-court-and-wins/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/dissatisfied-passenger-takes-united-airlines-to-small-claims-court-and-wins/#comments</comments>
		<pubDate>Wed, 14 Jul 2010 15:52:10 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Videos]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[Airlines]]></category>
		<category><![CDATA[baggage fee]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[legal]]></category>
		<category><![CDATA[lost luggage]]></category>
		<category><![CDATA[luggage]]></category>
		<category><![CDATA[Passenger]]></category>
		<category><![CDATA[small claims complaint]]></category>
		<category><![CDATA[small claims court]]></category>
		<category><![CDATA[sue]]></category>
		<category><![CDATA[sues]]></category>
		<category><![CDATA[united airlines]]></category>
		<category><![CDATA[vengence]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2323</guid>
		<description><![CDATA[United Airlines is in the news again. After the fiasco with United Breaks Guitars, a video that went viral on Youtube about a damaged guitar, United lost a passenger's luggage  and even after 6 weeks, refused to refund the $25.00 baggage fee they charged. The passenger filed a small claims complaint in a US court. He also wrote about it in Yahoo Finance. ]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Customer Satisfaction Woes at Toyota earns $16.4 Million Fine from USA</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-woes-at-toyota-earns-16-4-million-fine-from-usa/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-woes-at-toyota-earns-16-4-million-fine-from-usa/#comments</comments>
		<pubDate>Mon, 05 Apr 2010 22:51:54 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[News Articles]]></category>
		<category><![CDATA[Fine]]></category>
		<category><![CDATA[recall]]></category>
		<category><![CDATA[toyota]]></category>
		<category><![CDATA[US Government]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=1738</guid>
		<description><![CDATA[Toyota's customer satisfaction woes continue to climb. On April 5, 2010, Toyota US may face a $16.4 Million fine for the delay in announcing the recall of Toyota vehicles over accelerator pedal flaws. The US government claims that Toyota was hiding the defect and was slow to report it. This action will also be a warning to other auto manufacturers and manufacturers in general about the seriousness of dealing with customer satisfaction and safety issues.]]></description>
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		<slash:comments>1</slash:comments>
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