One of the best practices to maintain high levels of Customer Satisfaction is to prevent known problems. This post is the sequel to a prior post called Customer Satisfaction Tip: Notification of Known Problems. The earlier post dealt with why alerting customers to known problems was important and what some key elements of a notification system might be. This post covers the 5 steps needed to set up an Notification system.

In an earlier blog post, I highlighted that Tony Hayward, BP CEO had been removed from being the spokesman for the BP Oil Spill. I speculated that there would be soon be a change in BP Management. Politically, BP had to wait until the well was capped so that a new executive would have a chance to prove himself with the press and the public. It was announced this week that Bob Dudley, an American, would be replacing Tony Hayward effective Oct 1, 2010.

BP’s Oil spill has put it in the spot light, mostly with negative publicity. BP has attempted to fight back with improved communications on the $20 Billion fund, a new leader and Gulf Coast Restoration organization, clean ups and preparations for hurricanes. It has prepared 4 videos on these subjects but then make them hard to find except on the BP site. Small changes in the company website to improve search engine optimization would help BP’s reputation management cause.

BP CEO Tony Hayward BP CEO is no longer speaking for BP’s Oil Spill in the Gulf of Mexico according to a New York Time article. The BP Board of Directors has removed him because he ‘upset people’. The Chairman of BP’s Board of Directors, Carl-Henric Svanberg is taking over. “This has now turned into a reputational matter, a financial squeeze for BP and a political matter, and that is why you will now see more of me,” said Svanberg. This post cover 4 mistakes Tony made.

Tony Hayward, CEO of BP appeared before a US Congressional Committee to address the recent Oil Spill in the Gulf of Mexico. Despite using the tried and true customer satisfaction remediation technique of Acknowledge the problem, Apologize and Demonstrate actions, the best practice failed. Why? Attitude and lack of emotion. Contrast to a recent speech by Obama on his actions relative to BP also included in this post.

BP’s oil spill in the Gulf of Mexico is in the news regularly, with efforts to control the flow of oil from the well and clean up the mess. It goes without saying that anyone affected by the current BP oil spill in the Gulf of Mexico will be very concerned. The environment and eco system are endangered. Tourism in the affected areas are suffering as tourists cancel their plans to visit affected beach areas. Even if the oil doesn’t show up on shore, the smell of the oil may carry for miles. A group of Grannies in Florida wrote a song on Youtube complaining about Halliburton and BP which may very well go viral. At the time of writing, almost 16,000 people had seen the video. Video comments take very strong positive and negative views of deep sea oil drilling, the Grannies themselves and about BP and Halliburton.

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