Top 12 consumer frustrations

Monday, October 24th, 2011

According to Reuters, a Consumer Reports survey of over 1000 consumers in March, 2011, with the question “As a consumer, what frustrates you the most ?” yielded 12 top rated results Seven of the top frustrations, including the top one, dealt with customers calling organizations support desks, while the remaining five frustrations, including the second most common complaint mentioned, dealt with customers visiting a store or having a service provided at the consumer’s site. Eight of the 12 (2/3 of the factors frustrating consumers) relate to customer service.

Netflix responds to customer social media outrage

Thursday, September 22nd, 2011

How Social media are Amplifying Customer Outrage by author Chris Taylor shows examples of real life, on going, struggles between organizations and consumers. Some organizations are backing down from the public outrage. Some are not. Netflix responded with a change in their business model and a video of explanation. It remains to be seen if customers and Wall Street will react more positively.

Social media continues to strengthen the consumer’s ability to get satisfaction from large organizations where front line employees have been unable to resolve issues. This story is about Delta Airlines and baggage allowances for US Army soldiers returning from overseas duty in Afghanistan. An issue arose and a dissatisfied soldier posted a video on Youtube that went viral and embarrassed Delta Airlines. It took less than a day for Delta Airlines to issue an apology and change their policy but 200,000 people have seen the video. It was removed from the Youtube site, but the web never forgets and a mirror site picked it up and 20,000 more people have seen it on the mirror site. Outrage followed with news wires picking up the story and there are 1284 articles on this topic on Google.

Many organizations plan conversions or modifications that affect them internally and may make changes relevant to their customers. It should be obvious. When an organization makes a change that affects customers, the business should communicate with them about it. Be sure when creating a plan to modify some aspect of your organization, that you consider the customer’s perspective. Planning how the customer perceives the change will impact customer satisfaction with your products and services.

Temkin Group , a customer experience research group that focuses on increasing customer loyalty has published a free report on customer experiences with 143 large US companies. All 143 firms are ranked in this report.

How do you treat your best customers?

Thursday, February 24th, 2011

In an blog post titled ‘How should you treat your best customers?, the author Seth Godin makes the point that we often take our best customers for granted. Does your organization have preferential treatment for its best customers when they call in for Customer Service? Share how you do that in the comments section.

Faced with rider discontent, the Toronto Transit Commission and the local Union representing Transit workers have announced 3 public Meetings called ‘Let’s Talk – TTC Riders and Workers’ so each side can air their issues and be heard. For those unable to attend the meetings in person, they will be broadcast over a local TV station and on the union’s website. Public Forums are a new technique emerging where public institutions and users can engage to understand each others perspective and try to resolve customer satisfaction issues..

How To Learn To Use Social Media In 10 Minutes

Wednesday, November 18th, 2009

Getting proper social media education is very important for your business career and your business. Without knowing how to use Facebook, Twitter, LinkedIn, and YouTube, you are cutting yourself off from multiple business opportunities.

The Social Media Business Council, announced in April 2009 as the Blog Council, helps large organizations build successful social media programs, which include customer satisfaction programs.. The Brands only community includes Dell, Walmart, Coca Cola, Wells Fargo, GE, and Procter and Gamble. This site includes a Best Practices document you can download, Case Studies you can read on their blog and Videos of regular conferences they hold that discuss their best practices.

A recent article in the Toronto Star highlights a case where a VP of Customer Service at Bell Canada would not ever talk to a customer!

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