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	<title>Customer Satisfaction and Reputation Management &#187; Reputation Management</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<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>
		</item>
		<item>
		<title>Who Wants to Work for a Company with a Bad Reputation?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/who-wants-to-work-for-a-company-with-a-bad-reputation/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/who-wants-to-work-for-a-company-with-a-bad-reputation/#comments</comments>
		<pubDate>Mon, 12 Dec 2011 14:00:05 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[aged products]]></category>
		<category><![CDATA[companies]]></category>
		<category><![CDATA[company]]></category>
		<category><![CDATA[employee satisfaction]]></category>
		<category><![CDATA[high turnover]]></category>
		<category><![CDATA[lack of innovation]]></category>
		<category><![CDATA[low pay]]></category>
		<category><![CDATA[Management]]></category>
		<category><![CDATA[obsolete products]]></category>
		<category><![CDATA[old products]]></category>
		<category><![CDATA[organization]]></category>
		<category><![CDATA[organizations]]></category>
		<category><![CDATA[poor financial health]]></category>
		<category><![CDATA[poor leader]]></category>
		<category><![CDATA[poor leadership]]></category>
		<category><![CDATA[poor pay]]></category>
		<category><![CDATA[Reputation]]></category>
		<category><![CDATA[unprofitable]]></category>
		<category><![CDATA[weak leader]]></category>
		<category><![CDATA[weak leaders]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5433</guid>
		<description><![CDATA[A company with a bad reputation on the web will have difficulty attracting top talent. In fact, it may have to settle for poor performers. A recent article in Impact Hiring Solutions Blog titled Your Reputation Can Impact Hiring Top Talent talks about a case of a company whose reputation was so bad that top talent refused to be interviewed for jobs with them.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Reputation Monitoring with the &#8216;Me on the Web&#8217; tool</title>
		<link>http://www.satisfactionsecrets.com/reputation-management/reputation-monitoring-with-the-me-on-the-web-tool/</link>
		<comments>http://www.satisfactionsecrets.com/reputation-management/reputation-monitoring-with-the-me-on-the-web-tool/#comments</comments>
		<pubDate>Thu, 08 Dec 2011 14:00:09 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Online Reputation]]></category>
		<category><![CDATA[Personal Reputation]]></category>
		<category><![CDATA[Professional Reputation]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[alerts]]></category>
		<category><![CDATA[bank account]]></category>
		<category><![CDATA[bank account number]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Credit Card]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[Google Alerts]]></category>
		<category><![CDATA[government ID number]]></category>
		<category><![CDATA[image of signature]]></category>
		<category><![CDATA[Me on the Web]]></category>
		<category><![CDATA[negative reviews]]></category>
		<category><![CDATA[organization reputation]]></category>
		<category><![CDATA[Reputation]]></category>
		<category><![CDATA[signature image]]></category>
		<category><![CDATA[small business]]></category>
		<category><![CDATA[social security number]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5409</guid>
		<description><![CDATA[Companies and individuals alike should be monitoring what is being said about them on the internet and social media. One of the tools that is available for personal use and that can be adapted for small business use is from Google and it is called 'Me on the Web'. Google provides guidance on how to manage your identity including how to remove personal data from the web and how to remove a page from Google's search results.]]></description>
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		<slash:comments>3</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>
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		<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>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>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>
		</item>
		<item>
		<title>Customer Satisfaction tips from &#8216;The Speed of Trust&#8217;</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tips-from-the-speed-of-trust/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tips-from-the-speed-of-trust/#comments</comments>
		<pubDate>Thu, 06 Oct 2011 13:00:06 +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 Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Problem Prevention]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[City of Mississauga]]></category>
		<category><![CDATA[clarify expectations]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Conflict of Interest]]></category>
		<category><![CDATA[Covey]]></category>
		<category><![CDATA[customer expectations]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[Hazel McCallion]]></category>
		<category><![CDATA[Patronage]]></category>
		<category><![CDATA[right wrongs]]></category>
		<category><![CDATA[Stephen]]></category>
		<category><![CDATA[Stephen Covey]]></category>
		<category><![CDATA[Stephen M. R. Covey]]></category>
		<category><![CDATA[The Speed of Trust]]></category>
		<category><![CDATA[tips]]></category>
		<category><![CDATA[transparency]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5016</guid>
		<description><![CDATA[Trust is one of the many factors that relate to customer satisfaction. When a customer does business with your organization, they have trusted you enough to do business with you. But trust can be broken in many ways, covered by The Speed of Trust by Stephen M. R. Covey. Three key behaviors from this book that  customer satisfaction professionals need to promote in their organizations are transparency, clarify expectations and right wrongs. A story of  a major caught in a 'real and apparent conflict of interest' is an example of these principles.]]></description>
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		<slash:comments>0</slash:comments>
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