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	<title>Customer Satisfaction and Reputation Management &#187; Web Techniques</title>
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	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>Misuse of Marketing Techniques generates Customer Dissatisfaction</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/misuse-of-marketing-techniques-generates-customer-dissatisfaction/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/misuse-of-marketing-techniques-generates-customer-dissatisfaction/#comments</comments>
		<pubDate>Mon, 06 Feb 2012 14:00:46 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[aggravate]]></category>
		<category><![CDATA[aggravation]]></category>
		<category><![CDATA[annoy]]></category>
		<category><![CDATA[annoyance]]></category>
		<category><![CDATA[annoying]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Customer dissatisfaction]]></category>
		<category><![CDATA[false advertising]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[pester]]></category>
		<category><![CDATA[pestering]]></category>
		<category><![CDATA[pop up]]></category>
		<category><![CDATA[pop ups]]></category>
		<category><![CDATA[telemarketing]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5695</guid>
		<description><![CDATA[A consumer reaction to new marketing techniques being used through telemarketing, web marketing and even door to door marketing.: "A message to all those purveyors of marketing by aggravation, pestering, and annoyance: Pissing me off does not make me want to buy your product". See other consumer reactions to companies trying to market their products using techniques that often have the opposite effect.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>US Government Policy bends to Pressure from Internet Community</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/us-government-policy-bends-to-pressure-from-internet-community/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/us-government-policy-bends-to-pressure-from-internet-community/#comments</comments>
		<pubDate>Mon, 30 Jan 2012 14:00:59 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[congress]]></category>
		<category><![CDATA[Consumer satisfaction]]></category>
		<category><![CDATA[law makers]]></category>
		<category><![CDATA[Motion Picture Industry]]></category>
		<category><![CDATA[Obama]]></category>
		<category><![CDATA[PIPA]]></category>
		<category><![CDATA[senate]]></category>
		<category><![CDATA[Silicon Valley]]></category>
		<category><![CDATA[SOPA]]></category>
		<category><![CDATA[US]]></category>
		<category><![CDATA[US Congress]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=5658</guid>
		<description><![CDATA[There have been two bills that were created and going through the approval process in  the US congress and senate, called SOPA and PIPA, that, if passed, would  affect internet users worldwide. This story is an interesting one about how various groups  of businesses competed for government attention, and how the internet based organizations enabled consumers to bring their dissatisfaction to the attention of US law makers and halt the progress of the two bills.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/us-government-policy-bends-to-pressure-from-internet-community/feed/</wfw:commentRss>
		<slash:comments>2</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>Pros and Cons of customer-to-customer support</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/pros-and-cons-of-customer-to-customer-support/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/pros-and-cons-of-customer-to-customer-support/#comments</comments>
		<pubDate>Thu, 25 Aug 2011 13:00:53 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[brand loyalty]]></category>
		<category><![CDATA[con]]></category>
		<category><![CDATA[customer forum]]></category>
		<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[customer support]]></category>
		<category><![CDATA[customer to customer]]></category>
		<category><![CDATA[drawbacks]]></category>
		<category><![CDATA[peer to peer]]></category>
		<category><![CDATA[peer to peer support]]></category>
		<category><![CDATA[positive]]></category>
		<category><![CDATA[pro]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4635</guid>
		<description><![CDATA[The web has made possible the creation of sites where customers help out other customers, answering each others questions, without the direct involvement of the product owner. Is this a good thing? What are the pros and cons of this kind of support for customers?]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Testimonial gathering using Smart Phones and Facebook at Luna Park, Sydney, Australia</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/testimonial-gathering-using-smart-phones-and-facebook-at-luna-park-sydney-australia/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/testimonial-gathering-using-smart-phones-and-facebook-at-luna-park-sydney-australia/#comments</comments>
		<pubDate>Mon, 08 Aug 2011 13:00:52 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Videos]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[Android]]></category>
		<category><![CDATA[Australia]]></category>
		<category><![CDATA[email]]></category>
		<category><![CDATA[experience]]></category>
		<category><![CDATA[Extreme-O-Meter]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[iPhone]]></category>
		<category><![CDATA[Luna Park]]></category>
		<category><![CDATA[mobile]]></category>
		<category><![CDATA[my experience]]></category>
		<category><![CDATA[on line experience]]></category>
		<category><![CDATA[photo]]></category>
		<category><![CDATA[real time]]></category>
		<category><![CDATA[real time feed]]></category>
		<category><![CDATA[smart phone]]></category>
		<category><![CDATA[smart phones]]></category>
		<category><![CDATA[SMS]]></category>
		<category><![CDATA[Status Launcher]]></category>
		<category><![CDATA[Sydney]]></category>
		<category><![CDATA[testimonial]]></category>
		<category><![CDATA[Testimonials]]></category>
		<category><![CDATA[texting]]></category>
		<category><![CDATA[theme park]]></category>
		<category><![CDATA[Word of Mouth]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4643</guid>
		<description><![CDATA[Luna Park, a theme park in Sydney, Australia, has implemented an application that integrates smart phones,  bar code readers, photo taking devices, Facebook and email to provide a real time feed of what users are doing at the theme park to their Facebook friends plus a summary of the day. It's called My Experience. During the day, there are posts to your friends on what rides you are taking and a picture of you on a ride and a score on how 'daring' you are. What is this? It's a testimonial for the theme park. Indirectly, the act of posting  a stream of actions taken by users is providing their friends word of mouth feedback using Facebook that they are having fun and after the fact, that they had fun, at Luna Park. Or they can send an email to their friends with a summary. Great word of mouth!]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/testimonial-gathering-using-smart-phones-and-facebook-at-luna-park-sydney-australia/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How to rate Customer Service on eStore sites</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-rate-customer-service-on-estore-sites/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-rate-customer-service-on-estore-sites/#comments</comments>
		<pubDate>Tue, 24 May 2011 13:00:26 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[badges]]></category>
		<category><![CDATA[eCommerce]]></category>
		<category><![CDATA[estores]]></category>
		<category><![CDATA[excellent service]]></category>
		<category><![CDATA[online stores]]></category>
		<category><![CDATA[seals]]></category>
		<category><![CDATA[silent shopping]]></category>
		<category><![CDATA[STELLAService]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4253</guid>
		<description><![CDATA[There are organizations, such as JD Power that rate customer satisfaction and service for various industries and there are crowd sourcing sites such as Epinions and Yelp where users provide the ratings. STELLAService is an independent company that rates customer service for eStores in the US and provides offers 'web based badges' or 'seals of approval' for quality customer service. They claim to have the most robust evaluation methodology assembled.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/how-to-rate-customer-service-on-estore-sites/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>IBM Marketing Survey highlights Interactive Marketing challenges</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/ibm-marketing-survey-highlights-interactive-marketing-challenges/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/ibm-marketing-survey-highlights-interactive-marketing-challenges/#comments</comments>
		<pubDate>Mon, 09 May 2011 13:00:28 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Feedback to Customers]]></category>
		<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[2011]]></category>
		<category><![CDATA[Annual Survey of Marketers]]></category>
		<category><![CDATA[earned content]]></category>
		<category><![CDATA[IBM]]></category>
		<category><![CDATA[mobile]]></category>
		<category><![CDATA[mobile marketing]]></category>
		<category><![CDATA[social media marketing]]></category>
		<category><![CDATA[Unica]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=4174</guid>
		<description><![CDATA[A recent survey by Unica, an IBM subsidiary called the State of Marketing 2011 - Unica's  Annual Survey of Marketers highlights the challenges marketers face in this rapidly changing business environment. Interactive Marketing is changing the methods of communicating with customers; it is 'the meaningful alternative to imposing messages on customers that they no longer want to hear.'  Three types of media marketers need to be aware of include Earned Content, such as reviews, testimonials and references, all customer satisfaction elements. Customer satisfaction strategy needs to change to accommodate the new channels.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/ibm-marketing-survey-highlights-interactive-marketing-challenges/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction Tip: Foursquare for Testimonials, References, and Loyalty Programs</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-foursquare-for-testimonials-references-and-loyalty-programs/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-foursquare-for-testimonials-references-and-loyalty-programs/#comments</comments>
		<pubDate>Thu, 05 May 2011 13:00:54 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[badges]]></category>
		<category><![CDATA[check in]]></category>
		<category><![CDATA[coupons]]></category>
		<category><![CDATA[customer retention]]></category>
		<category><![CDATA[Foursquare]]></category>
		<category><![CDATA[major]]></category>
		<category><![CDATA[specials]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=3628</guid>
		<description><![CDATA[Foursquare is an interesting technology as it provides an organization a way to get users to promote your business to their friends and ultimately providing the benefits of testimonials and references AND it has a built in loyalty program. As a by product of its specials and its social media communication, Foursquare enhances word of mouth endorsement It is also a technique to entice prospects who are located nearby to come to your organization, through offering them specials on their mobile phones.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>New Trend: The Wisdom of Crowds becomes the Wisdom of Friends</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/new-trend-the-wisdom-of-crowds-becomes-the-wisdom-of-friends/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/new-trend-the-wisdom-of-crowds-becomes-the-wisdom-of-friends/#comments</comments>
		<pubDate>Mon, 11 Apr 2011 13:00:40 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Complaint Sites]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Facebook]]></category>
		<category><![CDATA[Facebook Deals]]></category>
		<category><![CDATA[Facebook places]]></category>
		<category><![CDATA[Foursquare]]></category>
		<category><![CDATA[gowalla]]></category>
		<category><![CDATA[References]]></category>
		<category><![CDATA[Testimonials]]></category>
		<category><![CDATA[wisdom of crowds]]></category>
		<category><![CDATA[wisdom of friends]]></category>
		<category><![CDATA[Yelp]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=3956</guid>
		<description><![CDATA[Customer testimonials and references are key indicators of customer satisfaction. They have the extra benefit of driving word of mouth advertising. A  trend  has evolved over the past few years where companies don't gather the references and distribute them,  the customers do. Organizations like Yelp helped strangers share reviews with each other. A more recent trend using sites like Facebook Places, Foursquare and Gowalla allow friends to share where they are visiting, creating a dynamic reference system.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/new-trend-the-wisdom-of-crowds-becomes-the-wisdom-of-friends/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>IBM announces Software and Consulting to aid with Consumer Demands</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/ibm-announces-software-and-consulting-to-aid-with-consumer-demands/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/ibm-announces-software-and-consulting-to-aid-with-consumer-demands/#comments</comments>
		<pubDate>Mon, 04 Apr 2011 13:00:49 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer loyalty]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Mobile]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Web Techniques]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[IBM]]></category>
		<category><![CDATA[IBM Coremetrics Social]]></category>
		<category><![CDATA[IBM Unica Pivotal Veracity Email Optimization Suite]]></category>
		<category><![CDATA[mobile]]></category>
		<category><![CDATA[Smarter Commerce]]></category>
		<category><![CDATA[web techniques]]></category>
		<category><![CDATA[web technologies]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=3921</guid>
		<description><![CDATA[IBM has made some recent announcements to help its customers  with changing consumer demands based on new web and mobile techniques. As a result, IBM has announced the Smarter Commerce consulting practice and new software to measure social interaction to help their clients with these new abilities. As a by product of these rich information being gathered there should be an improvement not only in marketing information but in customer satisfaction data as well. ]]></description>
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		<slash:comments>0</slash:comments>
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