Improve User ExperienceDid you miss any of these top posts? Here are the most read posts in 2012 from this blog. I have divided it into two parts. The most read articles in the last 90 days and those that were popular all year or earlier in the year that are not included in the first list, are added to the ‘all year’ list. Sometimes really popular posts that are published late in the year, do not get noticed  in the top lists, because they don’t get a full year’s count.

Most Read posts in the 4Q 2012

10 Key Findings about Customer Service in Amex Global Study
Does a Closed Complaint indicate a Satisfied Customer? A Honda Story
How to Handle Complaints: The IBM Way
Customer Satisfaction Tip: When is a customer wrong?
Facts on How Social Media Complaints impact Customer Satisfaction
Customer Satisfaction: What role should a business partner play?
9 Warning signs that your Executives Lack Customer Satisfaction Commitment
Missing in Action: Rogers fails to communicate during outage
How to Render Customer Service impotent: An Air Canada Story
The Embarrassment of Being Wrong
Customer Psychology tips from ‘The Thank You Economy
Customer Satisfaction technique – Empowerment of Front Line Employees
Top 10 Industries with the Most Customer Complaints

Additional Top Posts for the Entire 2012

Many of the top posts in the last 90 days include those that were popular all year. But some were popular earlier in the year. Here they are:

Best Buy Christmas Debacle alienates Customers
Customer Satisfaction Techniques for Internal Customers
Customer Satisfaction Tip: Use Customer Service to Gather Product Requirements
Biggest Challenge to Exceed Customer Expectations?
Customer Satisfaction in a B2B Customer Relationship



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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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