The Temkin Group has released a free ebook called The 6 Laws of Customer Experience which is an excellent read.

Front line staff know what customers want. If your front line staff are turning away customers by the hundreds or thousands because you don’t stock certain ‘in demand’ items at Christmas, you will not only lose sales but also good will and loyalty.

I recently called my mobile service provider about some new services I required. Within about an hour I received a text telling me I was going to receive a text survey and 4 more texts of one question each. My answers were to be texted back. All the texts (both the ones I received and the ones I sent were considered free texts by my mobile service provider. It is interesting that I had also called the same company as they were my phone service supplier as well. They also called me with an automated survey where I spoke the answers. The four questions were identical. Three were 3 multiple choice questions and one was open ended.

Customer Testimonials or References are one of the key measurements of customer satisfaction and loyalty. Word of mouth marketing is probably the most effective means of marketing. A personal endorsement from someone will help close a sale. Social Proof is the theory behind customer testimonials Eleven techniques being used today for social proof are discussed in this article.

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.

Customer Satisfaction Matters

Sunday, May 31st, 2009

Welcome to my blog, devoted to Customer Satisfaction and Reputation Management. This blog focuses on keeping customer satisfied and how to handle your reputation in today’s web based environment.

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