Here are the ‘most read posts’ in 2011.

How to Handle Complaints: The IBM Way

Facts on How Social Media Complaints impact Customer Satisfaction

Customer Satisfaction technique – Empowerment of Front Line Employees

Customer Satisfaction: What role should a business partner play?

Customer Satisfaction Techniques for Internal Customers

Biggest Challenge to Exceed Customer Expectations?

BP CEO Tony Hayward ousted as Gulf Oil Spill Spokesman

Top 10 Industries with the Most Customer Complaints

Testimonial gathering using Smart Phones and Facebook at Luna Park, Sydney, Australia

How Coca-Cola Social Media Guidelines address Customer Satisfaction

37 Customer Satisfaction gaffs highlighted by Social Media

Fourth Quarter High Ranking posts

Not included in the list above are some posts that only had one quarter of views but still attracted many views.

Steve Jobs’ contribution to Customer Service Excellence

What is the value of Customer Satisfaction? Netflix Case Study

Customer Ire forces Netflix business model change

The Embarrassment of Being Wrong

Year End and Year Beginning Posts

Customer Satisfaction Year End / Year Beginning Activity Planning

Customer Satisfaction Preparations for a New Year


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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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