customer experience articles » Customer Satisfaction

The Customer Service Hall of Shame

Customer Passion LLC — Tue, 01 May 2007 01:17:54 +0000

Who hasn’t gotten lost on an automated phone line, wandered aimlessly around a store trying to find a sales clerk or waited hours for the repair technician who never comes? MSN Money asked readers to rate their worst customer service experiences, and more than 3,000 responded within 24 hours. With the help of pollster Zogby [...]

Service So Bad The Government Steps In

Customer Passion LLC — Thu, 12 Apr 2007 12:56:50 +0000

The Senate Commerce Committee hearing focused on a Senate version of the so-called Passenger Bill of Rights proposal, which would require flights to return to the gate if they are delayed on the ground for more than three hours and passengers wanted to exit. Filed under Improving Customer Experience and Improving Customer Satisfaction.

Satisfaction Not Guaranteed

Customer Passion LLC — Thu, 25 May 2006 12:21:11 +0000

The feeling of frustration provoked by rude service, long lines, ignored complaints, unanswered questions, and interminable phone delays is supposed to be a thing of the past. This is a golden age for consumers, right? It’s the era that has spawned a 24/7 convenience economy dedicated to satisfying the time-pressed, hyper-informed, ever-demanding American public. But some companies haven’t received that memo.

Filed under Improving Customer Satisfaction.

Negative Word of Mouth Keeps Friends Out of Your Store

Customer Passion LLC — Fri, 17 Mar 2006 17:43:05 +0000

More than 50 percent of Americans report that a negative shopping experience of a friend or colleague will prevent them from setting foot in a store altogether. A recent customer dissatisfaction study finds that as shopping problems get repeated, they often get embellished and actually become up to five times more damaging to customer retention than the initial negative shopping experience itself. More info here and here.

Filed under Improving Customer Satisfaction and Word of Mouth Marketing.

Customer Experience Management Helps Hotel Win Award

Customer Passion LLC — Fri, 24 Feb 2006 21:13:02 +0000

The hotel won the Customer Strategy award, presented for an initiative that effectively identifies customers, differentiates them by their needs or value, and reengineers interaction processes according to those values or needs.

Filed under Improving Customer Experience, Improving Customer Satisfaction, and Word of Mouth Marketing.

Customer Experience Management Study Shows Executives Do Not Love Customers

Customer Passion LLC — Thu, 16 Feb 2006 14:00:11 +0000

The annual global Customer Experience Management 2005 study indicates a decline in commitment to customers and a continuing poor understanding of the value of customers, and therefore the reasons to invest in customer relationships. A majority of companies fail to grasp financial aspects of their customer relationships and therefore fail to execute customer strategies effectively.

Filed under Improving Customer Experience, Increasing Customer Profit Margins, and Improving Customer Satisfaction.

10 Ways to Love (and Respect) Your Customers

Customer Passion LLC — Wed, 15 Feb 2006 14:33:06 +0000

The customer experience doesn’t happen neatly down each individual silo. The customer experiences a company horizontally - across the silos. This creates the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along to deliver the outcome of its experience. It’s only when the silos clang and clash into one another that the total experience comes together.

Filed under Improving Customer Experience, Improving Customer Satisfaction, Customer Retention Techniques, Customer Service Training Program, and Motivation & Job Satisfaction.

Net Promoter Score: Would You Recommend Us?

Customer Passion LLC — Fri, 27 Jan 2006 15:44:02 +0000

BearingPoint Inc. is considering tying bonuses to the scores after it found that clients that give high net promoter scores also show the highest revenue growth. The approach is gathering steam at a time when CEOs are increasingly focused on getting closer to customers. It also plays into the executive lament that loyalty management programs, which track customer retention, are among the most ineffective tactics in their toolbox. Pair that with mounting recognition of the power of word of mouth and social networks, and it’s easy to see why buzz is building. Filed under Customer Feedback System, Building Customer Loyalty, Improving Customer Satisfaction, and Word of Mouth Marketing.

Customer Satisfaction Leads to Higher Stock Price

Customer Passion LLC — Mon, 09 Jan 2006 23:16:59 +0000

A new study shows that companies with high customer satisfaction ratings beat the market handily. A portfolio of some 20 companies with the best marks delivered a return of 40% (excluding dividends and transaction costs), compared with 13% for the Standard & Poor’s 500-stock index for the five-year period ended May, 2003, according to research from the University of Michigan’s Ross School of Business. Filed under Improving Customer Satisfaction. (BusinessWeek Subscription Required)

Customer Value - 4 Myths

Customer Passion LLC — Wed, 21 Dec 2005 15:38:21 +0000

While business thinks in terms of products and derived values, customer is looking at satisfaction. The key question is whether all the strategy, product features, add ons and value creation lead to ultimate customer satisfaction. Filed under Improving Customer Satisfaction.