<?xml version="1.0" encoding="UTF-8"?>
<rss version="2.0"
	xmlns:content="http://purl.org/rss/1.0/modules/content/"
	xmlns:wfw="http://wellformedweb.org/CommentAPI/"
	xmlns:dc="http://purl.org/dc/elements/1.1/"
	xmlns:atom="http://www.w3.org/2005/Atom"
	xmlns:sy="http://purl.org/rss/1.0/modules/syndication/"
	xmlns:slash="http://purl.org/rss/1.0/modules/slash/"
	>

<channel>
	<title>Customer Satisfaction and Reputation Management &#187; Social media</title>
	<atom:link href="http://www.satisfactionsecrets.com/category/social-media/feed/" rel="self" type="application/rss+xml" />
	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
	<lastBuildDate>Mon, 06 Feb 2012 14:00:46 +0000</lastBuildDate>
	<language>en</language>
	<sy:updatePeriod>hourly</sy:updatePeriod>
	<sy:updateFrequency>1</sy:updateFrequency>
	<generator>http://wordpress.org/?v=3.3.1</generator>
		<item>
		<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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-papa-johns-racial-slur-goes-viral/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-in-a-crisis-ups-case-study/feed/</wfw:commentRss>
		<slash:comments>0</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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/restoring-customer-satisfaction-in-a-crisis-fedex-case-study/feed/</wfw:commentRss>
		<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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/did-customer-dissatisfaction-cause-the-american-airlines-bankruptcy/feed/</wfw:commentRss>
		<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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/social-media-complaints-and-your-competition/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How can a small business gather customer insights on a very limited budget?</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/how-can-a-small-business-gather-customer-insights-on-a-very-limited-budget/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/how-can-a-small-business-gather-customer-insights-on-a-very-limited-budget/#comments</comments>
		<pubDate>Mon, 21 Nov 2011 14:00:59 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[business organizations]]></category>
		<category><![CDATA[Customer Feedback]]></category>
		<category><![CDATA[customer insight]]></category>
		<category><![CDATA[feedback]]></category>
		<category><![CDATA[Google Alerts]]></category>
		<category><![CDATA[leading indicator]]></category>
		<category><![CDATA[limited budget]]></category>
		<category><![CDATA[research]]></category>
		<category><![CDATA[small business]]></category>
		<category><![CDATA[survey monkey]]></category>
		<category><![CDATA[Twitter]]></category>
		<category><![CDATA[YouTube]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5065</guid>
		<description><![CDATA[Small Business organizations often ask how they can gather customer insights without spending a fortune with consultants or research firms. This blog post covers 6 techniques and tools a small business can use to determine the satisfaction level of their customers. ]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/how-can-a-small-business-gather-customer-insights-on-a-very-limited-budget/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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-preparations-for-a-new-year/feed/</wfw:commentRss>
		<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>
		</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>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/nearly-one-in-four-large-companies-provide-customer-service-using-facebook/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
	</channel>
</rss>

<!-- Performance optimized by W3 Total Cache. Learn more: http://www.w3-edge.com/wordpress-plugins/

Minified using disk: basic
Page Caching using disk: enhanced (User agent is rejected)
Database Caching 37/46 queries in 0.296 seconds using disk: basic

Served from: www.satisfactionsecrets.com @ 2012-02-06 09:32:58 -->
