Marketing Resources: Customer Satisfaction

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Results for Customer Satisfaction

Why and How Email Feedback Loops Increase Customer Satisfaction and Reduce Complaintsby Tom Sather
If you are a large-volume sender of email, you should be signed up for all available feedback loops. Learn how feedback loops can help report spam, increase customer satisfaction, and reduce end-user complaints.
More articles on Customer Behavior, Customer Satisfaction, Email Marketing, Email Service Providers, Spam
When Your Customers Know More Than Your Salespeopleby Christopher Krywulak
Today's product-savvy customers expect more from in-store shopping experiences. Learn why new technologies, knowledgeable salespeople, and stellar service are critical in today's shopping climate.
More articles on Customer Behavior, Customer Engagement, Customer Satisfaction, E-Commerce
How an Unhappy Customer Can (Paradoxically) Help Your Businessby CB Whittemore
Many businesses simply fix issues when customers complain. But there's a lot of effort—and angst—that precedes an actual complaint. Learn how to funnel that energy positively and generate productive, lasting outcomes.
More articles on Customer Behavior, Customer Relationships, Customer Satisfaction, Marketing Tips
Why Customer Satisfaction Doesn't Mean Customer Retention—and What You Can Do About Itby Sean Geehan
Most organizations try to predict retention rates based on customer-satisfaction scores. The reality is that in B2B, user satisfaction does not equal customer retention. Remember, most customers who leave a company leave satisfied. Here's why... and what you can do ...
More articles on B2B Marketing, Customer Retention, Customer Satisfaction, Feedback, Voice of the Customer
Do Your Customer Surveys Measure Up? by David Jackson
Most companies use a crude approach to gathering vital customer data: Periodic, often annual, surveys that are disconnected in time from the events they are purporting to measure are the norm. We call them the Annual ''Do You Love Us?'' Survey, ...
More articles on Customer Satisfaction, Marketing Smarter, Marketing Tips, Surveys
25 Ways to Build Trust (and Sales!) with Customer Success Storiesby Casey Hibbard
Capturing the experiences of your most successful customers not only boosts your credibility but also educates buyers and shows them the payoff of your solutions. Here are 25 ways to use customer success stories in your sales and marketing to ...
More articles on Case Studies, Creativity, Customer Relationships, Customer Satisfaction, Testimonials
The Top 4 Ways Smart Marketers Use Digital Branding Applications to Operate More Efficientlyby Allen Adamson
As part of the research I did in preparation for my recent book, BrandDigital, I interviewed some of the best and brightest people in the fields of marketing and digital technology, and they provided incredible insight on how digital tools ...
More articles on Customer Engagement, Customer Satisfaction, Digital Marketing, Social Media, Word of Mouth
Three Reasons to Be Wary of Customer Satisfaction Surveysby Bill Cusick
There is an entire industry devoted to helping companies determine customer satisfaction levels through surveys and analysis. But how much real value does knowledge of "satisfaction" contribute to helping you keep profitable customers? The answer, unfortunately, is "not much." Though surveys ...
More articles on Customer Satisfaction, Surveys
11 Lessons Learned From Podcastingby Brian Carroll
Podcasting can give your company a new image and personality. And, increasingly, podcasting offers the promise of being another highly effective way to reach and develop potential customers. That's only if you can produce compelling, "buzz-worthy" content, of course.
More articles on B2B Marketing, Customer Relationships, Customer Satisfaction, Lead Generation, Marketing Tips, Podcasting
How Marketing Can Lead the Charge for Business Innovationby Laura Patterson
Long-term corporate success is linked to the ability to innovate, and Marketing should play a more central role. Who is better positioned to give insight into who will buy, how many they will buy, why they buy, and when specific ...
More articles on Benchmarking, Customer Relationships, Customer Satisfaction, Marketing Strategy, Voice of the Customer
New Interest in, and New Tools for Measuring, Customer Satisfactionby Tony Lopresti
There's new interest in solving an age-old corporate problem of how to measure customer satisfaction. Lukcily, there are new tools for doing so, too.
More articles on Customer Satisfaction, Measurement, Voice of the Customer
Repackage, Rebrand & Relaunch? Or Do We Need to Dig Deeper?by Ted Mininni
Leading consumer-products companies are looking to rebrand, repackage and relaunch... often too frequently. Sometimes, the effort is merely putting a bandage on a deeper sore. It's far less painful to assess lagging sales in a superficial manner than it is ...
More articles on Brand Awareness, Customer Experience, Customer Satisfaction, Customer Service
How to Avoid Green Marketing Myopiaby Jacquelyn A. Ottman
In 1994, Philips launched "EarthLight," an energy-efficient compact fluorescent light bulb with a clumsy shape that was incompatible with most conventional lamps; it had a confusing package—and a $15 price tag compared with 75 cents for the incandescent bulbs. Sales ...
More articles on Customer Satisfaction, Green Marketing, Positioning, Value Propositions
Seven Actions to Regain Customer Trust When Things Go Wrongby Jeanne Bliss
At some point, your business will suffer a failure that disappoints customers. The measure of a company is taken at such moments. Customers see your true colors at these times more than at any other. How you explain, react, remove the ...
More articles on Collaboration, Customer Experience, Customer Satisfaction, Customer Service, Marketing Tips
How to Make a Client-Satisfaction Survey Pay offby Doug Stern
These smartest and bravest professional service firms have discovered the risks and rewards of the client satisfaction survey done right. Here's how you can do the same.
More articles on Customer Engagement, Customer Satisfaction, Marketing Smarter, Surveys, Writing
Three Ways to Keep Your Customers Happy When You Screw Upby Elaine Fogel
Glitches happen and setbacks occur when we deal with customers -- they're as inevitable as death and taxes. The key to retaining these customers when an error occurs is handling them right from the start. Whether your company or organization ...
More articles on Customer Experience, Customer Retention, Customer Satisfaction, Customer Service, Marketing Inspiration
The Problem of Defining Professional Services Marketing Expertiseby Suzanne Lowe
It appears that these differing expectations, and the evolution of the role of professional services marketer, have begun to fall into two distinct camps, both of which are grounded in expertise: the efficiency specialist, and the analytical specialist/market creator.
More articles on Creativity, Customer Experience, Customer Satisfaction, Services Marketing, Thought Leadership
Turn Complaints Into Brand-Loyal Customersby Robert Grede
More articles on Brand Loyalty, Customer Satisfaction, Marketing Tips
How to Turn Complaints Into Brand-Loyal Customersby Robert Grede
The ultimate goal of any marketing campaign is to create brand loyalty. You want customers to remain loyal to you no matter what price your competitors offer them, no matter what product substitutes they offer, no matter what services they ...
More articles on Brand Loyalty, Customer Relationships, Customer Satisfaction
Four Critical Keys to Writing a Web Site Home Pageby Nick Usborne
More articles on Customer Satisfaction, Value Propositions, Websites, Writing

See all 64 marketing articles related to Customer Satisfaction

Why a Silent Customer Can Be Deadly
Never assume a customer who doesn't complain is a happy customer. According to a Bain & Company survey, major companies typically lose half of their customers over a five-year ...
More articles on Customer Engagement, Customer Relationships, Customer Satisfaction, Sales
Three Tips for Effective Feedback-Loop Management
"If you are a large-volume sender of email, you should be signed up for all the feedback loops that are available," writes Tom Sather in an article at MarketingProfs. "Why? ...
More articles on Customer Satisfaction, Email Marketing, Marketing Smarter, Reputation Management
The Four-Step Plan for Word-of-Mouth Lead Generation
"Here's the big news," writes Andy Sernovitz in the book Social BOOM! "It's not social MEDIA. It's SOCIAL media. It's about real people and the conversations they have." In other ...
More articles on Customer Satisfaction, Lead Generation, Social Media, Word of Mouth
How to Get Your Creative Approved [Video]by Brent Walker
You've finished the script. It's great. It's funny. It's the kind of writing that gets attention and wins awards. You send it to the client. Think it'll come back unscathed? ...
More articles on Content, Creativity, Customer Satisfaction, Videos
Brands' Facebook Pages Strengthen Customer Perception
One-quarter (25%) of online Americans strongly agree that a brand's presence on Facebook signals that it's interested in hearing what customers have to say, and another 51% somewhat agree with ...
More articles on Branding, Customer Satisfaction, Facebook, Research Summaries
How Miracle-Gro Uses Email to Grow Offline Sales
"One click between email message and e-commerce is so ingrained for all of us—as both buyers and marketers—that it's almost nostalgic to think of using email solely to promote offline ...
More articles on Case Studies, Customer Satisfaction, E-Commerce, Email Marketing
Facebook Flops in Customer Satisfaction, Wikipedia Wins
Though Facebook is the dominant social media platform, consumer satisfaction with the industry giant is low—with users citing concerns over privacy, security, technology, and advertising—whereas satisfaction with nonprofit Wikipedia is ...
More articles on Customer Satisfaction, Facebook, Research Summaries, Social Media
'I'm Sorry': Three Ways to Say It to Customers
No matter how excellent your company's product or service, and no matter how outstanding your customer service team, you will encounter disgruntled customers. It's a fact of life. And, warns ...
More articles on Customer Engagement, Customer Satisfaction, Small Business
CEOs Rethink Customer Relationships as Business Complexity Grows
Many CEOs are doubtful their companies can handle a volatile, increasingly complex business environment: 79% expect high or very high levels of business complexity over the next five years, and ...
More articles on Customer Relationships, Customer Satisfaction, Forecasts, Research Summaries
Consumers Prefer Verizon Service (but Want iPhone)
Verizon continues to lead the telecom industry in wireless service customer satisfaction: 49% of Verizon customers surveyed say they are very satisfied with their cellular service, compared with 23% of ...
More articles on Customer Satisfaction, Research Summaries, Smart Phones
Carrier App Stores Strong, but Apple Leads
Despite the buzz around application stores tied to specific mobile devices such as the iPhone and the BlackBerry, carrier app stores are alive and well in the US: one-half (50%) ...
More articles on Customer Satisfaction, Nielsen Data, Research Summaries, Smart Phones
It Ain't Over Till It's Over
What happens after a subscriber opens your message, likes the offer, clicks through and makes a purchase? "Do you simply count them as another customer," asks Dylan Boyd at The Email ...
More articles on Customer Engagement, Customer Satisfaction, Email Marketing
Cut the Loopholes
Knowing that Hilton Hotels offers a best-rate guarantee, Hilton HHonors member Randall Gellens booked a room in Rome at the lowest available rate of €168. When he found a better ...
More articles on Blogging, Customer Satisfaction, Promotions, Small Business, Websites
Lessons Learned From a Backpack
"Let's imagine it's this afternoon, and I suddenly have cause to fly to West Virginia," writes Peter Hartlaub in a post at The Poop blog. "Airline X has a non-stop ...
More articles on Brand Loyalty, Customer Satisfaction, Customer Service, Marketing Inspiration
Small Is Dutiful
"Ask most people what they like about working with [small B2B companies]," says Steve Adams in an article at MarketingProfs, "and you'll hear answers such as 'their personal approach' or ...
More articles on Customer Experience, Customer Satisfaction, Small Business
I Get Sentimental
"The rise of blogs and social networks has fueled a bull market in personal opinion: reviews, ratings, recommendations and other forms of online expression," writes Alex Wright in a recent ...
More articles on Customer Satisfaction, Marketing Analytics, Social Networking, Word of Mouth
Consumer Complaints: US, Canada in Top 10 Worldwide
Nearly four in 10 (38%) people worldwide complained about a product or service in the past year, according to a recent survey of consumers in 23 nations.
More articles on Customer Satisfaction, International Marketing, Research Summaries
Stop! I'm Blushing!
Most independent automotive repair shops yearn for a steady supply of positive reviews at sites like Yelp.com. But Yuki Import Service of Los Angeles has placed a few prominent signs ...
More articles on Customer Satisfaction, Marketing Inspiration, Referrals, Word of Mouth
Win, Lose or Draw
In a Pro article at MarketingProfs, Laura Patterson says you shouldn't think of win/loss analysis as a customer-satisfaction survey. Rather, she explains, it's "a process for differentiating why one sales ...
More articles on Customer Satisfaction, Hiring Outside Resources, Marketing Analytics, Surveys
Grab for That Brass Ring!
"I predicted back in January that 2009 would be the year of the email marketer," says Stephanie Miller in a post at the Daily Fix blog. "Times got rough mid-last ...
More articles on Customer Satisfaction, Email Marketing, Marketing Tips, Testing, Writing

See all 49 marketing Daily Posts related to Customer Satisfaction

Customer Satisfaction case studies, deconstructing real life examples and illustrating lessons learned

Tips From Microsoft on Cultivating Customer Satisfaction & Loyalty on a Global Scaleby Microsoft Corporation
CASE STUDY: With millions of customers in more than 90 countries, Microsoft has its hands full keeping customers satisfied and loyal. But it has found a way to do so—by using Web-monitoring tools, social-media analytics, and the energy of influencers. Read on for valuable insights.
More case studies on Case Studies, Customer Experience, Customer Satisfaction, International Marketing, Social Media, Twitter, Web Analytics, Word of Mouth
How Major League Baseball Doubled Fan Research Without Increasing Costsby Major League Baseball
Each year, when MLB's postseason culminates with the World Series, all eyes are on baseball—or are they? With most teams out of the running, do those fans continue to watch? Are the resources invested in marketing worthwhile, or in tune with fans' true passions?
More case studies on Case Studies, Customer Advisory Programs, Customer Satisfaction, Interactive Marketing, Segmentation, Surveys
How an ISP Used Online Chat to Lower Customer Service Costs and Achieve an 80% Customer Satisfaction Rateby Earthlink, Inc.
Earthlink, one of the country's smaller Internet service providers, serves just over 5 million customers. To differentiate itself, it has decided to provide superior customer service. An early adopter of chat technology, it has sought to actively offer efficient online customer service via chat—both shifting customer support away from the less-efficient phone channel and increasing customer satisfaction while dramatically reducing expenses.
More case studies on Case Studies, Customer Satisfaction, Customer Service, Social Media
How a Software Company Became a Marketing Partner By Adding Mobile Databy SalesTrac, Inc.
When the clients of SalesTrac, Inc., were looking for more in-depth consumer insight to determine the effectiveness of their promotional events, SalesTrac seized the opportunity to provide increased value through an all-in-one system that added survey management and real-time reporting of consumer feedback to its services. Check out the results.
More case studies on Case Studies, Customer Satisfaction, Market Research, Social Media, Surveys