Customer Satisfaction and Reputation Management

Everyone once in a while a person or organization makes a big mistake. Customer satisfaction takes a hit and the problem goes viral in the press and on the internet (blogs, social media, websites, etc). Why this is important and what to do about it (how to recover) is covered. Three examples are reviewed: Tiger Woods Infidelity scandal, Toyota Recall and Safety issues and the Roman Catholic Pope and the child sex abuse scandal. Videos of apologies and action plans are included in the article.

If you want to monitor what is happening on the web with your brand, your organization, your executives or your name, the challenge is enormous. Some excellent data exists in a blog post called Internet 2009 in Numbers on a site called Pingdom. These numbers are staggering and surprising and highlights the need for monitoring.

1. 126 Million Blogs
2. More internet users in China and in Europe than in North America
3. 350 Million people on Facebook
4. 27.3 Million Tweets per Day in Nov 2009

Since my last post on Social Media Monitoring tools, I have come across tools and service offerings from a wide variety of companies. This article covers the ‘services’ that provide social media monitoring as well as the kinds of social media data an organization might want to monitor.

Lessons can be learned from the Tiger Woods Infidelity and Car Crash saga that would benefit customer satisfaction management and executives. Customer Satisfaction principles and best practices can be used to explain Tiger Woods descent. Unfortunately, the fix to these reputation problems will not be easy to manage. Can his reputation be mended?

A recent Forbes article discusses the need for individuals to watch over their online reputation and why this is so important. It is equally important for businesses. A regular routine of monitoring web based traffic and some proactive steps to take are reviewed.. Step by step actions individuals can take to protect themselves are covered.