Apparently United Airlines has not learned its lesson from its very public fiasco where it damaged a passenger’s guitar (See United Breaks Guitars) and refused to accept culpability. A new, more troubling story has emerged about United Airlines losing a 10 year old girl who was using an ‘Unaccompanied Minor Service” offered by the airline for an extra $99.00. The girl was finally found and delivered to her destination but without her luggage, which arrived 3 days later. But not without putting her parents through hell.

Netflix Customer Satisfaction plumets

Monday, February 27th, 2012

Netflix customer satisfaction drop 14% according to a USA Today article called Survey: E-commerce customers generally satisfied. The article was featured on the front page of it’s Money Section . The American Customer Satisfaction Index released its e-Commerce report on Feb 21, 2012. According to the article, the Netflix result “.. is one of the biggest drops in the index’s history”

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.

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.

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.

A recent survey report by Harvard Business Review Analytic Services called The New Conversation: Taking Social Media from Talk to Action covers a survey of 2100 companies across the globe on how they are using (or not using ) Social Media. Eight key findings are covered in the article.

Customers hate waiting for your service department to pick up the phone or respond to an email. In today’s web world, getting back to people quickly is THE most important thing your company can do to ensure good high levels of customer service. Be there! Respond! Read the 5 new techniques being used by the trend setters.

Social media added new complexities to customer satisfaction strategies and processes and Mobile adding another new dimension. Mobile phones are being used by consumers to choose local businesses with positive user reviews. A video of the iPhone Yelp app shows how.

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.

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