An article I wrote, called Customer Satisfaction Management – Launch the New Year the Right Way, was recently published on eZine @rticles. Year End / Year Beginning actions that send the right message to employees need to be taking by various levels of management, from senior executive through middle management to first line management. This article covers why customer satisfaction advocacy is so important at year beginning, what customer satisfaction results to report, how to get maximum benefit from customer satisfaction results and what to do first.

A study by IBM® Institute of Business Value of 30,000 US consumers in September and November 2008 revealed that, on average, consumers will drop allegiance to retailers after an average of 3.1 negative experiences. To promote customer satisafaction, eight key areas that affect the customer experiences are covered in this article.

How many times do you hear of a company firing a front line employee, either in sales or service because the front line employee was unable to appease a dissatisfied customer. As a general rule, most organizations do not have bad employees, just broken processes.

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