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Customer Satisfaction

Service Excellence: It's Not Just for Holiday Shopping

Pam Lyra | Posted 01.21.2015 | Business
Pam Lyra

As a service professional, I used to find myself ranting about my terrible service experiences to friends and family. Then, one day I had a perspective change, and I began raving about my great service experiences -- to the persons who delivered them to me.

The 28 Best Things Restaurants Do for Their Customers

Thrillist | Posted 11.18.2014 | Taste
Thrillist

Close your eyes and imagine a wonderful place where the bread is free and the hand soaps smell fantastic.

What To Do When Your Best And Oldest Customer Isn't Happy

Gregory P. Demetriou | Posted 11.11.2014 | Small Business
Gregory P. Demetriou

You have a long relationship with this customer and it is exactly at this time they need to know that you're genuinely upset with whatever has developed. You need to take a breath before you engage with customer or staff. You also need to understand that giving up completely to whatever demands are made and make the situation go away is not always necessary.

Put Your $$ Where Your Mouth Is!

Marshall Goldsmith | Posted 10.19.2014 | Business
Marshall Goldsmith

In terms of liking the coach -- I have never seen a study that showed that clients' love of a coach was highly correlated with their change in behavior. In fact, if coaches become too concerned with being loved by their clients -- they may not provide honest feedback when it is needed.

The Complete Guide to Using Social Media for Customer Service

Courtney Seiter | Posted 09.02.2014 | Technology
Courtney Seiter

Ready to do something really groundbreaking and revolutionary in social media marketing? I've got just the thing: customer service.

Attitudes and trends of the new consumer

Ricardo B. Salinas | Posted 08.31.2014 | Business
Ricardo B. Salinas

To meet customer expectations, companies face increasing pressure. Therefore it is important to set higher goals; it is not enough to exceed what we have done in the past if another company is growing more than we are.

Five Inadvertent Ways That Vendors Undermine Their Customers' Experience

Christine Crandell | Posted 07.14.2014 | Technology
Christine Crandell

Not only do these actions drive customers crazy they also erode trust, credibility, and confidence as well as future revenue.

You're the Customer. Why Do They Think You Work for Them?

Martha Rogers | Posted 05.20.2014 | Business
Martha Rogers

My husband is a television guy, so we have screens everywhere. Everything works fine, except the kitchen TV. "Hello," I say to the cable company. "Me ...

The High Cost of Acting Happy

Annie Murphy Paul | Posted 04.22.2014 | Business
Annie Murphy Paul

Surface acting is when front line service employees, the ones who interact directly with customers, have to appear cheerful and happy even when they're not feeling it. This kind of faking is hard work -- sociologists call it 'emotional labor.'

The Value of Measuring Net Promoter Score

John Lusk | Posted 03.26.2014 | Small Business
John Lusk

It amazes me when I hear that a CEO or marketer has never heard of Net Promoter Score (NPS). I'm also shocked when folks tell me that they know all about NPS but aren't measuring it at their company. Really?

10 Ways to Rule at Customer Service, Hint: Watch Out for Astroturfing

Craig Newmark | Posted 02.26.2014 | Impact
Craig Newmark

I've been doing customer service in different capacities for the last 32 years, more or less... I joined IBM in '76, became a Systems Engineer in '82,...

Don't Take 'No' for an Answer: Tips for Going Straight to the Top to Resolve Problems

Jack Garson | Posted 02.22.2014 | Business
Jack Garson

You've heard the line: "These stunts were performed by a professional. Don't try this at home." Well the same applies to battles with big businesses and the government. If you're facing an IRS audit, stay out of it.

Where Founder Fails to be Professional, Lululemon's Customer Service Team Steps Up

Ty McMahan | Posted 01.23.2014 | Business
Ty McMahan

The general consensus is that Lululemon Founder Chip Wilson's comments last week on Bloomberg TV weren't exactly professional. When asked by the ancho...

Best U.S. Airlines: 2013 Edition

Tracy Stewart | Posted 11.07.2013 | Travel
Tracy Stewart

It's that time of year again. The Airfarewatchdog team has been hard at work crunching numbers to determine the best domestic airlines. (In case you m...

Caregiver Skills, Emotional Bond and Safety Are Keys to Satisfaction with Long-Term Care

Dr. Bruce A. Chernof, MD | Posted 11.20.2013 | Fifty
Dr. Bruce A. Chernof, MD

While cost will likely remain as a top tier issue in delivering long-term care, quality from the person's perspective matters, regardless of who pays for the care

Happy Clients Are Repeat Clients

GalTime | Posted 09.16.2013 | Women
GalTime

Focusing on customer satisfaction is critical, because happy clients become repeat clients. Maintaining clients is even more important for small businesses. By following three simple tips, you can help ensure your clients become happy, repeat clients.

Consumers Are Talking; Policymakers Need to Listen

Steve Pociask | Posted 07.07.2013 | Technology
Steve Pociask

The high importance of wireless service among consumers raises questions on why regulators are so rushed to impose new taxes, fees and regulations on consumer cell phone bills.

Eat Cheesecake

Adda Birnir | Posted 05.19.2013 | Business
Adda Birnir

The trick was simple, but it worked. By invoking cheesecake, we were reminded to take a step back and act from a place of calm, not agitation. And the results? Remarkable: happier clients, and two much more relaxed ladies.

Facebook Finally Got a Clue: Listen to Users

Christine Crandell | Posted 05.11.2013 | Technology
Christine Crandell

Facebook's development team and its millions of users have been in a boxing match since the very beginning. Finally the users are winning.

These Companies Made The Naughty List

The Huffington Post | Harry Bradford | Posted 11.20.2012 | Business

It’s not just bratty kids who are in danger of finding coal in their stockings this year. Some big-name companies have made the naughty list too. ...

A Tale Of Two Guests

Bill Marriott | Posted 12.23.2012 | Travel
Bill Marriott

"On the coffee table in front of us was a large arrangement of roses in the shape of the number 23 surrounded by rose petals."

Five Secrets to Delivering Exceptional Customer Service

Paul Mandell | Posted 12.10.2012 | Small Business
Paul Mandell

A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.

Use Video to Increase Website Traffic and Engagement

Michael Litt | Posted 11.11.2012 | Business
Michael Litt

In the beginning you probably asked yourself, "How do I get my website found on Google, Yahoo and Bing?" After hours of research and strategy revision, you've finally got traffic flowing and people are coming to your site now more than ever. But what happens once they get there?

OH BEEEHAAAVE! Winning the Talent War and Keeping Customers Extremely Happy

Julie Kantor | Posted 11.05.2012 | Business
Julie Kantor

Austin Powers didn't just make us laugh, he had a good point for America's employers. We need to behave much more to increase employee and customer loyalty. We have to out-behave the competition!

Catherine New

And The Number One Credit Card Is...

HuffingtonPost.com | Catherine New | Posted 08.23.2012 | Money

People are not leaving home without it. American Express continues to be the best credit card for consumer satisfaction for the sixth straight year, a...