Monthly Archive for: ‘December, 2010’

The Liability of Customer Feedback

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LOOK OUT! Customer feedback that is not acted upon can easily become a liability and damage brands long-term. Not willing to act on customer feedback? Consider not asking.

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Net Promoter Score: Addressing the Gap Between Satisfaction and Loyalty

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For years, customer satisfaction surveys have been held as the gold standard for measuring a customer’s connectedness to a product or service. However, in an increasingly competitive and price acute market, satisfaction is a minimum requirement.

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How Google Sees It: Negative Customer Reviews

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It seems that bad customer service can benefit a business, and while companies scurry to hide their bad reviews and complaints from customers, others revel in the dishonesty.

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