Dissatisfied Customers drop retailers after negative experiences.
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...
View ArticleCustomer Satisfaction Survey Data: Predicting the Trend?
Most Organizations measure customer satisfaction with surveys. They can be tracked, and measured and compared year over year, month over month, quarter over quarter. But what techniques are available...
View ArticleHow to handle customer satisfaction issues – Public Forums
Faced with rider discontent, the Toronto Transit Commission and the local Union representing Transit workers have announced 3 public Meetings called 'Let's Talk - TTC Riders and Workers' so each side...
View ArticleCustomer Satisfaction Tip: Notification of Known Problems
One of the best practices for Customer Satisfaction is to prevent known problems. One technique to help with this objective is to create systems to notify customers of issues that might affect them,...
View ArticleCustomer Satisfaction: How to Set up a Notification System
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...
View ArticleSatisfying customers: How you deal with a Disaster
I was recently interviewed for an article in ChannelPro Magazine for an article called 'Dealing with Disaster'. Channel Pro is dedicated to serving the business partner community ( VARs, integrators,...
View ArticleCustomer Satisfaction Tip: Keep customers informed of changes
Many organizations plan conversions or modifications that affect them internally and may make changes relevant to their customers. It should be obvious. When an organization makes a change that affects...
View ArticleBeyond Customer Support: How to handle professional services or training issues
In the Software business at IBM, some customers would expect Support to handle every issue they had, especially when they were paying for a support contract. Sometimes, the customer's support request...
View ArticleHow to handle a negative online review
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...
View ArticleCustomer Satisfaction tips from ‘The Speed of Trust’
Trust is one of the many factors that relate to customer satisfaction. When a customer does business with your organization, they have trusted you enough to do business with you. But trust can be...
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