Top Posts of 2011

Monday, January 2nd, 2012

Five of the 15 ‘most read posts’ in 2011.are: How to Handle Complaints: The IBM Way, Facts on How Social Media Complaints impact Customer Satisfaction, Customer Satisfaction technique – Empowerment of Front Line Employees, Customer Satisfaction: What role should a business partner play?,Customer Satisfaction Techniques for Internal Customers, Biggest Challenge to Exceed Customer Expectations? Read all 15.

A company with a bad reputation on the web will have difficulty attracting top talent. In fact, it may have to settle for poor performers. A recent article in Impact Hiring Solutions Blog titled Your Reputation Can Impact Hiring Top Talent talks about a case of a company whose reputation was so bad that top talent refused to be interviewed for jobs with them.

Companies and individuals alike should be monitoring what is being said about them on the internet and social media. One of the tools that is available for personal use and that can be adapted for small business use is from Google and it is called ‘Me on the Web’. Google provides guidance on how to manage your identity including how to remove personal data from the web and how to remove a page from Google’s search results.

How to handle a negative online review

Monday, August 29th, 2011

Here’s an interesting video produced by Reachcast on how to handle customers who have posted a negative review online at sites like Yelp, Google maps, and other review sites.
Three major topics are discussed: 1. The Preparation before your respond, 2. The response itself, 3. Monitor and Follow up after the Response. A fourth step missing from the video is suggested.

Google has just added a new tool for it’s Google users called ‘Me on the Web’ to help with personal reputation and identity management. Google has recognized that people don’t always want to be identified when they post things on the web or search for things on the web, as they may be in physical danger, looking for help, or have a condition they don’t want people to know about or are unsure of who the readers are. They have created 3 different identity options: unidentified, pseudonymous and identified. Me on the Web makes it easier to monitor your identity on the web and provides easy access to resources describing ways to control what information is on the web. It also provides links to resources to manage your reputation and on how to control what third-party information is posted about you on the web. These include common tips like reaching out to the webmaster of a site to ask for the content to be taken down, or publishing additional information on your own to help make less relevant websites appear farther down in search results. Some of the tools in this post may also be useful to businesses who uncover unflattering posts about their organization or products on the web.

In an earlier article, the Dell Listening Command Center’s opening was highlighted along with a video of Michael Dell launching the new center. The command center is a hub tracking over 22,000 Dell related topics at a company wide level using Social Media. At that time they were monitoring social media in 9 languages. In just a few months, the number of languages has grown to 11. The early results of this center are very impressive (30% reduction in negative comments) and a social media influencer program. See the slide deck in the blog post.

As the year draws to a close, it’s time to plan customer satisfaction year beginning activities. If you want your customer satisfaction efforts to be successful, then ensure your employees see that customer satisfaction results are part of the review of the prior year achievements and understand the dynamics that drive superior results. Compare one group within the organization with other similar groups: If the results can be broken down across various leaders, geographies, departments, you should show results in aggregate and then results broken down by geography, sales branch, or service group. Prominently publicize customer satisfaction results in your year end / year beginning communication.The best place to put them is at the beginning of a year end / year beginning presentation, report or email, even before financial results. This article covers the 5 key areas to focus to launch a new year of customer satisfaction actions right.

Tracking what customers are saying about your organization, brand, products and executives is becoming a daunting task with the proliferation of social media types and sites, both accessible on the web and on mobile devices. To meet that requirement, organizations have created tools to help businesses track various aspects of what is happening online.

On Aug 26, 2010, Toyota announced two recalls affecting Corollas and Matrixes, one for engine stalling problems and one for the power brake issues. Customers are already outraged at the plans to deal with the power brake recall. These new recalls are negatively affecting Toyota’s Quality Reputation.

Toyota has issued a new recall on July 29, 2010 for its Avalon and Lexus LX 470 brands. The Avalon recall is for the 400,000 Avalons from the 2000 – 2004 models in the US, Canada, China and Saudi Arabia. The recall is designed to repair a problems with flawed steering locks. The Lexus LX 470 recall is for 80,000 LX 470s (also known as Land Cruiser 100s outside the US) from the 2003 – 2007 model years. This recall is related to steering shaft disengagement. This recall tarnishes Toyota’s reputation in a new way.

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