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The 6 Laws of Customer Experience by Temkin Group 8 May 2013 | 06:00 pm
The Temkin Group has released a free ebook called The 6 Laws of Customer Experience which is an excellent read.
How to handle a customer who is in the ‘wrong’ 7 Mar 2013 | 07:00 pm
When it comes down to it, the most effective tool any client service representative has in his or her arsenal is an apology. We live in a culture of finger pointing and excuses that make a simple “I a...
Instagram sparks User Revolt and Lawsuit 10 Jan 2013 | 07:00 pm
Instagram, a photo sharing app, caused a user revolt when it changed its terms and conditions, claiming it could sell user photos without compensation. A lawsuit was also filed based on the restrictio...
Social Media Customer Service prefered by over 30% of users 7 Jan 2013 | 07:00 pm
A new study called The State of Social Customer Service 2012 was recently released by NM Incite, a joint venture between Nielsen and McKinsey & Company. It highlights the importance of organizations p...
Most Popular Blog Articles for 2012 3 Jan 2013 | 07:00 pm
Here are the most read posts in 2012 from the Customer Satisfaction and Reputation Management blog based on reader statistics. Two lists, those that were popular in the last 90 days and those in the t...
Toyota pays $1.1 Billion in accelorator recall lawsuit 27 Dec 2012 | 07:00 pm
Toyota's problems with unintended acceleration of its vehicles culminated with a $1.1 Billion USD settlement of a class action lawsuit in Dec 2012. Call it the cost of customer dissatisfaction.
Warning: What your front line staff know and you don’t! 23 Dec 2012 | 09:59 pm
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...
Does a Closed Complaint indicate a Satisfied Customer? A Honda Story 29 Oct 2012 | 05:00 pm
Many large organizations have a complaint system in addition to a customer service organization. It is designed to handle the situations where the customer is dissatisfied with the service he received...
How to Render Customer Service impotent: An Air Canada Story 26 Oct 2012 | 06:00 pm
I recently experienced a frustrating interaction with a Customer Service department that was rendered ineffective because it depended on feedback from staff it could not control. My luggage was lost s...
10 Key Findings about Customer Service in Amex Global Study 4 Oct 2012 | 06:00 pm
American Express conducted a Global Study called the 2012 Global Customer Service Barometer. The Global Customer Service Barometer Study is conducted in 11 countries and explores public attitudes towa...
