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Customer Satisfaction

Why We Don't Complain About Airline Travel Anymore (And How To Avoid Disappointment This Holiday Season)

Jenny Darroch | Posted 11.23.2009 | Living

Read More: Holiday Travel, Vacations, Marketing Strategy, Customer Dissatisfaction, Airline Travel, Customer Satisfaction, Living News
Jenny Darroch

To close the gap between what customers expect and what they receive means to either improve delivery or lower customer expectations.

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An Open Letter to Retailers About Keeping Customers Happy this Holiday Season

Jenny Darroch | Posted 11.12.2009 | Home

Read More: Holiday Shopping, Recession, Inventory Management, Consumer Spending, Retailers, Gifts, Customer Satisfaction, Marketing Strategies, Sales-Associates, Retailing, Home News
Jenny Darroch

It seems that many retailers have slashed inventory this year, perhaps more so than previous years.

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I Hate Customer Support

Jonathan Littman | Posted 11.08.2009 | Business

Read More: Customer Support, Accountability, Call Centers, Customer Satisfaction, Customer Service, Business News
Jonathan Littman

When you need real business support get it from a real person, who works in a real office. Someone accountable. Someone who will give you a phone number where you can call them back, and get results.

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Are You Wasting Your Time On Values Statements?

Marshall Goldsmith | Posted 08.14.2009 | Business

Read More: Suppliers, Respect Fo Rpeople, Strategy, Employees, Return for Shareholders, Inspirational, Johnson & Johnson, Values, Enron, Customer Satisfaction, Innovation, Integrity, Quality, Business News
Marshall Goldsmith

Companies have wasted millions of dollars and countless hours of employees' time agonizing over the wording of statements that are inscribed on plaques and hung on walls. But this obsession with words belies one very large problem: There is almost no correlation between the words on the wall and the behavior of leaders.

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Four Tips for a Great Taxi Ride (or Anything Else You Want)

Lisa Earle McLeod | Posted 07.10.2009 | Living

Read More: Taxis, Lisa Earle McLeod, Chip Bell, Customer-Loyalty, Chicago Taxis, Customer Satisfaction, Customer Service, Living News
Lisa Earle McLeod

People like to bemoan the dearth of customer service in America. But is there anything you can do to get better service in out there in the cold cruel world of indifference?

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Can't Get No Satisfaction? Join an Online Discussion About Your Brand

Lynda Resnick | Posted 05.22.2009 | Business

Read More: Consumers, Consumerism, Small Business, Get Satisfaction, Customer Satisfaction, Customer Service, Business News
Lynda Resnick

Get Satisfaction's focus is on what many companies, especially small businesses, need right now: an inside track on what your consumers are saying about you.

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Writing "The Letter"

Rachel Thebault | Posted 05.02.2009 | Living

Read More: Continental, Delta, Tribeca Treats, Rachel Thebault, Customer Service, Customer Satisfaction, Living News
Rachel Thebault

What do I want my letter to Delta to accomplish? Reimbursement? Retribution? Yes, that would be nice, but doubtful. Therapy? I have a blog for that.

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Customer Dis-service: Only 32% Report Positive Experiences

Ernan Roman | Posted 09.15.2008 | Business

Read More: Marketing, Customer Relationship Management Strategy, Marketing Trends, Businesss, Customer Satisfaction, Customer Service, Business News
Ernan Roman

Given that it's 7 to 10 times more expensive to acquire new customers versus selling existing customers, companies should view customer service centers as profit centers.

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Customer Disservice Spotlight On: FedEx

Aaron Greenspan | Posted 08.02.2008 | Business

Read More: Fedex, Business, Customer Service, Economy, Fedex Customer Service, FedEx Corp, Fedex Bureaucracy, Customer Satisfaction, Business News
Aaron Greenspan

We had four different prices for the same package, and there were seventy packages of various sizes and weights totaling thousands of dollars in fees in question. I couldn't handle any more.

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Have You Been Subjected to Customer Dis-service? Share your Experience

Ernan Roman | Posted 07.10.2008 | Business

Read More: Outsourcing, Cutomer Service, Customer Relationship Management Strategy, Ernan Roman, Voice of Customer Research, Customer Satisfaction, Offshore Customer Support Call Centers, Marketing, Opt-in Marketing, The Full Life, Call Centers, Business News
Ernan Roman

I have an idea for how to get companies to change their approach to customer service. It requires your help. I would like to ask readers of the Huffington Post to share your experiences.

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Apple's Sales Are Up, But Customer Service Is Slipping

Business Week | Posted 03.28.2008 | Business

Read More: Apple Customers, Apple Customer Base, Apple Customer Service, Apple, Customer Satisfaction, Apple Store, Business News

For Apple, there may be a downside to success. Sales of the Cupertino (Calif.) company's Macintosh machines are growing three times as fast as the ove...

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