I recently returned from a 2 week tour in China and was quite pleasantly surprised that customer satisfaction processes seem to be built into Chinese culture. Here are 3 examples of what I observed.

Customer Relations at Toyota Failing?

Monday, March 1st, 2010

Customer Satisfaction processes call for addressing issues with customers squarely and fairly. So far, Toyota has not done this well. Embarrassing evidence keeps surfacing and public relations efforts have limited success. Lawmakers blast Toyota Chief despite his apology.Toyota caught bragging about savings from limiting recalls.Toyota is forced to provide US recall customers with additional services. Allegations surface that Toyota withheld key data in Crash Lawsuits. Toyota Crisis may clear a man jailed in fatal crash. Toyota apologizes in China. In Nigeria, Toyota blames accelerator pedal problem on the cold. Whoever is managing Toyota’s customer satisfaction and customer relations appears to be failing.

More Toyota Customer Satisfaction Woes

Friday, January 29th, 2010

Toyota’s customer satisfaction woes continue to mount with recalls in Europe (estimated at 1.8 Million), China (it’s fifth recall in a year), Resale value drops to effectively zero as major wholesalers and used car dealers stop selling affected Toyotas. More car rental companies stop renting them. Some Ford models in China are affected too. US Congress has launched an investigation into how fast Toyota responded to known problems. Toyota has a reputation management problem!

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