Tag Archives: Customer Satisfaction

Strike Two: Missed Chances to be Awesome

After having written a couple of blog posts on Scott Stratten’s book The Business Book of (Un)Awesome I thought I’d share how my optometrist missed a couple of chances to be awesome and consequently became unawesome. I’ve been going to … Continue reading

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Use NPS to Improve Your Business

I’ve found the net promoter score (NPS) to be a very powerful tool on several fronts that requires little time from the respondent: Asking the ultimate question, “On a scale of 0 to 10, with 0 being ‘none,’ what is … Continue reading

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Listen to Your Customers Or Risk Losing Their Business

Reiman Publications doesn’t get it and they are doomed to fail.  I wrote them, and a blog post, a couple of years ago about the importance of listening to your customers. I just received another “expiration notice” for the subscription … Continue reading

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7 Marketing Practices That Irritate Customers

Pitney Bowes just completed a survey of 6,000 consumers in the U.S., U.K, Germany and France to learn what customers expect and desire from interactions with businesses and which interactions irritate them. The findings are interesting and amplify the consequences … Continue reading

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Top NPS Companies for 2012

Satmetrix, the Net Promoter software company, just released its 2012 Benchmark Study. The study is based feedback from 30,000 U.S. customers for more than 200 brands across 22 industry sectors. The leading companies, and their corresponding Net Promoter Scores (NPS) … Continue reading

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Top 10 Online Shopping Satisfaction Providers

Foresee conducted their seventh annual E-Retail Satisfaction Index (U.S. Holiday Edition) which is an analysis of customer satisfaction with the top 40 online retailers (by sales volume, according to Internet Retailer)  in the U.S. during the 2011 holiday shopping season. … Continue reading

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13 Tips for Improving Customer Service

The following are my takeaways from an article written by Christine Birkner entitled, “Top Ranked Companies Talk Customer Service 101” in a recent edition of Marketing News. Christine talked to five companies that excel at meeting and exceeding their customers’ … Continue reading

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3 Levers of Customer Satisfaction

According to Dave Brown of Citrix, in the webinar “The Perfect Storm — Drive Customer Satisfaction Up and Costs Down,” there are thee key levers of customer satisfaction: Response time — the time it takes for the customer to get … Continue reading

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Consumer Insights and Cable TV Customer Service

I had cable when I lived in New York and when I returned to North Carolina. Unfortunately, the cable company treated me like a utility customer — like they didn’t value my business and I had no other choices. When … Continue reading

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19 Most Hated Companies in America

The following list is from the American Customer Satisfaction Index (ACSI) which rates companies based on thousands of surveys. The most hated industries include large banks, airlines, power companies and telecom companies.  These are not terribly competitive industries and the … Continue reading

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