Customer Satisfaction: How-to articles covering the latest marketing tactics, tips, and strategies.

• 10 Critical Actions for Enhancing Customer Loyalty: The Case of Travel CompaniesTed Wham
  The time has come for air travel and hospitality brands to address an existential threat to the travel industry: Customer loyalty has all but vanished.
  B2C, Customer Behavior, Customer Loyalty, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Data
• A Century of Marketing Media and Measurement: The Evolution of the 'Growth Hacker' [Infographic]Verónica Maria Jarski
  To demonstrate how marketers have adapted to media innovations through the last century and developed measurements for them, IfbyPhone created the following infographic about the evolution of the "growth hacker" ...
  Advertising, Brand Management, Business Intelligence, Consumer Electronics, Customer Insight, Customer Satisfaction, Digital Theory, Management, Measurement, Sales and Advertising
• Want to Slash 50% Off Your Marketing Budget? Try Being Nice...Peter Shankman
  In the '80s, in the days of Michael Milken and Gordon Gekko, the rule on the street was "eat your young." Nice guys finish last. Hold your information. Keep the ...
  Customer Acquisition, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Management
• Social Media for Customer Service: Just Do It!Andrew Bart
  Social media is quickly changing what's expected in today's customer service world. But many companies are still struggling to find a way to fit it into their customer service ...
  Customer Behavior, Customer Communications, Customer Satisfaction, Customer Service, Social Business, Social Media
• Five Complainer-Customer Personas and the Role of Social Media [Plus an Infographic]Susan Marshall
  Consumers are using social media to interact with brands, but most customer complaints and comments there remain unanswered. Big mistake! You must deal with these five types of complainers on ...
  Customer Behavior, Customer Communications, Customer Engagement, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Personas, Social Business, Social Media
• The Post-PC Revolution [Infographic]Verónica Maria Jarski
  Google estimates that by 2013 more people will use mobile phones than desktops PCs to go online. After gathering research about the migration of PC users to mobile, Moovweb created ...
  Content, Customer Behavior, Customer Experience, Customer Satisfaction, Google, Mobile Marketing
• Five Online Shoppers Ruling the Holiday Interwebs [Infographic]Verónica Maria Jarski
  Shoppers plan to spend $92-$96 billion online during the 2012 holiday season. To help brands understand how to reach those online shoppers, Maxymiser created this infographic of five online-shopper personas.
  Customer Behavior, Customer Satisfaction, Customer Service, Demographics, Email, Sales
• Most Valuable Global Brands: Coca-Cola, Apple, and IBM
  Coca-Cola, Apple, and IBM became the three most valuable brands in 2012, according to Interbrand's 13th annual Best Global Brands report. Coca-Cola retained its No. 1 position from the 2011 ...
  Brand Equity, Brand Management, Customer Satisfaction, Online Marketing, Research Summaries
• Is Bad Service Good Business?
  Every small business makes compromises on a daily basis. Adding something here means subtracting something there. But does it ever make sense to cut back on the customer experience? Can ...
  Customer Engagement, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service
• Mobile Users More Satisfied With Tablets Than Smartphones
  Overall, mobile users appear to be more satisfied with their tablets than their smartphones, with Apple's iPad ranking highest in tablet consumer satisfaction (scoring 8.8 on a scale of 1 ...
  Customer Behavior, Customer Satisfaction, Mobile Marketing, Research Summaries

Customer Satisfaction: Podcasts containing in-depth interviews with smart marketers from all walks of life.

• Three Customer Service Lessons From Dave 'United Breaks Guitars' Carroll on Marketing Smarts [Podcast]by Matthew Grant
  Dave Carroll is the man whose guitar United broke. He joined us to discuss his book, titled United Breaks Guitars, about the experiences that led up to his now famous music video, lessons he learned along the way about social ...
  Content, Content Marketing, Customer Experience, Customer Retention, Customer Satisfaction, Customer Service, Marketing Smarts, Social Media
• Have You Sat Down with Your Customer Lately? Patrick Schaber and Joe Sorge on Marketing Smartsby Matthew Grant
  Whether you are selling complex technical systems or burgers with fried pickles on them—like my guests in this week's Marketing Smarts—you need to understand your customers and interact with them face-to-face.
  Customer Engagement, Customer Experience, Customer Satisfaction, Local Marketing, Marketing Smarts, Social Media, Voice of the Customer

Customer Satisfaction: Online seminar broadcasts from the best minds in marketing

• MarketingProfs University: Understanding and Engaging Today’s Connected BuyerBroadcast on 6/7/2012 with Tony Zambito
  This PRO seminar and first class of MarketingProfs University's Digital Advertising Academy will get you inside the minds of your buyers and cover why understanding them is the first step to successful branding, marketing, and demand generation.
  Advertising, Brand Awareness, Brand Management, Customer Behavior, Customer Engagement, Customer Relationships, Customer Satisfaction, Demographics, Market Research, Marketing Tips
• Seven Fast-Acting Methods to Drive B2B Revenue NowBroadcast on 5/14/2009 with John Coe
  Is your B2B sales force stalled right now? As a marketer, it's up to you to help them overcome economic obstacles in meeting today's revenue goals.
  B2B Marketing, Benchmarking, Customer Acquisition, Customer Relationships, Customer Satisfaction, Lead Quality, Marketing Tips, Sales
• Reaching Your Prospect's Inbox: Better Email DeliverabilityBroadcast on 5/10/2007 with Craig Spiezle
  Attend this seminar and get a Microsoft insider's view on how you can improve your odds of getting your messages to the right destination. This content is relevant to anyone doing serious email marketing today.
  CAN-SPAM, Customer Satisfaction, Email Deliverability, Email Marketing, Marketing Tips, Measurement
• The Ultimate Question, with Fred ReichheldBroadcast on 7/11/2006 with Fred Reichheld
  Fred Reichheld believes that too many companies are addicted to bad profits that come at a customer's expense. While bad profits often boost short-term earnings, in the long run they burn out employees, alienate customers, and undermine growth.
  Customer Experience, Customer Relationships, Customer Satisfaction, Metrics, Net Promoter, Referrals, Segmentation, Targeting
• Managing Customers As Long Term InvestmentsBroadcast on 9/29/2005 with Professor Sunil Gupta
  This seminar we will show that marketing executives need to think about the two sides of customer value – the value that a firm provides to its customers, and the value that a customer provides to the firm.
  Customer Acquisition, Customer-Centric, Customer Experience, Customer Retention, Customer Satisfaction, Metrics
• Marketing Metrics: Linking Marketing to Financial ConsequencesBroadcast on 5/5/2005 with Professor David Reibstein
  This seminar will show you how to connect marketing spending to its financial consequences of marketing spending, and to not be satisfied with the connection to interim marketing metrics.
  Customer Acquisition, Customer Retention, Customer Satisfaction, Economic Crisis, Management, Marketing Budgets, Measurement, Metrics
• Web Analytics: Best Practices in the Real WorldBroadcast on 10/22/2004 with Jim Sterne
  Learn from examples of how some of the best companies around the world are applying Web analytics tools to raise revenue, lower costs and increase customer satisfaction. Examples include the likes of Hewlett-Packard, Amazon.com, Tommy Hilfiger, MSN, SAP and InterContinental Hotels. From the stories of these successful companies, you will learn practical approaches you can apply in your Web organization.
  Customer Satisfaction, Marketing Tips, Measurement, Metrics, Web Analytics, Websites
• The Twelve Laws of Customer LoyaltyBroadcast on 9/23/2004 with Jill Griffin
  What can you do to stop customer churn and, instead, ignite loyalty? Winning today’s fickle buyer requires thinking like a customer. The Twelve Laws of Loyalty will take you there.
  Brand Loyalty, Customer Engagement, Customer Relationships, Customer Retention, Customer Satisfaction, Marketing Tips