• 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, ...
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• 25 Ways to Build Trust (and Sales!) with Customer Success Stories by 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 Efficiently by 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 Surveys by 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 ...
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• 11 Lessons Learned From Podcasting by 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 Innovation by 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 Satisfaction by 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 Myopia by 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 ...
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• Seven Actions to Regain Customer Trust When Things Go Wrong by 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 off by 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 Up by 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 Expertise by 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
• How to Turn Complaints Into Brand-Loyal Customers by 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
• The Art of Listening: Market Research Tools That Any Company Can Use by Jay Lipe
  People have long conducted market research. Not with fancy focus groups or complicated conjoint analysis, but just by asking questions and listening to the answers. Using this art of listening is so crucial to the success of your company's marketing, ...
  More articles on Blogging, Customer Satisfaction, Market Research, Surveys
• Face the Customers or Face the Music by Linda Popky
  Most companies have a policy that puts the customer first, but too often that policy isn't implemented by the people on the front lines. Why is that?
  More articles on Customer Experience, Customer Satisfaction, Customer Service, Word of Mouth
• Don't Worry About Your Competition (Let Them Worry About You) by Mike Schultz
  Here are four common mistakes that service firm leaders make, and five tips on how to save time, money, and heartache when thinking about the dreaded competition.
  More articles on Benchmarking, Customer Satisfaction, Product Marketing
• Two Birds With One Stone: The Disarmingly Sensible Way to Growth and Profit From Existing Customers by Reg Price, Don Schultz
  Outraged customers are true problem children. They not only defect but also (often) depart in a storm that is time consuming and de-motivating for your staff. Alternatively, delighted customer's actions bring real benefits. Their profit impact brought about by their ...
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• Meeting the CEO's Mandates: Tuning Up Your Customer Reference Program (Part 3 of 3) by Kathleen McBride
  Many organizations have had customer reference programs in place for years, but not until recently have those programs begun to capture the executive attention they deserve.
  More articles on Collaboration, Customer Experience, Customer Satisfaction, Net Promoter, Value Propositions
• Path Analysis: Discovering Customer Experience Pitfalls by Leigh Duncan
  Northern Virginia is plagued by shopping centers with the most horribly engineered parking lots—some lots capable of holding thousands of cars, but with as few as one entry/exit! What's worse: Just when you turn a corner and think you're on ...
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See all 56 marketing articles related to Customer Satisfaction

• 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, Surveys
• 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 premium 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
• Fake It at Your Own Risk
  Let's say you visit a site like Yelp.com and discover scathingly negative reviews of your product or service. Making matters worse, only a few of your happy customers have balanced ...
  More articles on Customer Experience, Customer Satisfaction, Management, Small Business, Testimonials
• When Bad Buzz Happens to Good Companies
  It seems almost inevitable these days: You run a search on your company's name or product and a negative review, remark or blog post appears in the top listings. What do ...
  More articles on Customer Satisfaction, Feedback, Press Releases, Search Engine Marketing, Social Networking, Word of Mouth
• B2B Buying Shifts to Higher Gear
  B2B buying has changed: Customers have more control than ever over what information they see—and choose to dismiss. They're also using social media to learn about technology and solution providers. ...
  More articles on B2B Marketing, Customer Satisfaction, Google, High-Tech Marketing, Sales, Social Media
• Stay and Play, OK?
  OK. Quick fable: Prior to a trip to Nebraska, Dave Carroll checked his $3500 Taylor guitar with United Airlines. (If you've been online at all recently, you know where this ...
  More articles on Customer Engagement, Customer Satisfaction, Interactive Marketing, Word of Mouth, YouTube
• I'm Queued-up, and I Like It
  If you use Netflix, you know it provides two ways to watch movies and television shows: DVDs sent through the mail, and streaming videos (sent to your PC or TV). ...
  More articles on Customer Satisfaction, Email Campaigns, Email Marketing, Sponsorship, Targeting
• Summer: Time to Slice & Dice
  "Building your own opt-in email marketing list is an accomplishment," says Steve Adams in an article at MarketingProfs, "but don't stop there. Once you start reaching out to your list ...
  More articles on Customer Satisfaction, Email Marketing, Targeting
• I Never Promised You a Rose Garden
  When subscribers opt in to your email campaigns, they will most likely make assumptions about the content, frequency and relevance of the messages you send. Accordingly, argues Justin Premick in ...
  More articles on Customer Engagement, Customer Satisfaction, Email Campaigns, Email Marketing
• Barry Schwartz: Practical Wisdom as a Business Tool
  At the MarketingProfs B2B Forum earlier this month, keynote Barry Schwartz, a psychologist and author, explained the concept of Practical Wisdom: the idea that individuals can (and should) hone their ...
  More articles on Customer Behavior, Customer Engagement, Customer Experience, Customer Relationships, Customer Retention, Customer Satisfaction, Customer Service, Videos, YouTube
• iPhone Tops Blackberry in Smartphone Loyalty
  Nearly 4 in 10 Blackberry and other smartphone users (38%) would switch to Apple's iPhone as their next smartphone purchase, but only 14% of non-Blackberry smartphone users would switch to ...
  More articles on Brand Loyalty, Customer Behavior, Customer Satisfaction, Sales, Smart Phones, Surveys
• Tell Your Own Story
  Gary Vaynerchuk calls 'em like he sees 'em. And the irrepressible advocate for social media took to his website to ask why so many companies prepare for anticipated criticism with ...
  More articles on Customer Relationships, Customer Satisfaction, Marketing Inspiration, Social Media, Video Blogs, Websites
• If It Ain't Broke, Why Add to It?
  Lots of companies offer add-ons for their products. (Think: a carrying case for a digital camera or a memory card for a computer.) But does that practice always have a ...
  More articles on Customer Behavior, Customer Satisfaction, Testing
• Marketing Addictionary: 'Badvocate'
  Badvocate: (noun): People who passionately criticize or detract from companies, brands, or products.
  More articles on Ad Copy, Creativity, Customer Behavior, Customer Experience, Customer Relationships, Customer Satisfaction, Writing

See all 37 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

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Customer Satisfaction online seminar broadcasts from the best minds in marketing

• Seven Fast-Acting Methods to Drive B2B Revenue NowAttendee rating:  - 5/14/2009
  More seminars on B2B Marketing, Benchmarking, Customer Acquisition, Customer Relationships, Customer Satisfaction, Lead Quality, Marketing Tips, Sales
• Reaching Your Prospect's Inbox: Better Email DeliverabilityAttendee rating:  - 5/10/2007
  More seminars on CAN-SPAM, Customer Satisfaction, Email Deliverability, Email Marketing, Marketing Tips, Measurement
• The Ultimate Question, with Fred ReichheldAttendee rating:  - 7/11/2006
  More seminars on Customer Experience, Customer Relationships, Customer Satisfaction, Metrics, Net Promoter, Referrals, Segmentation, Targeting
• Managing Customers As Long Term InvestmentsAttendee rating:  - 9/29/2005
  More seminars on Customer Acquisition, Customer-Centric, Customer Experience, Customer Retention, Customer Satisfaction, Metrics
• Marketing Metrics: Linking Marketing to Financial ConsequencesAttendee rating:  - 5/5/2005
  More seminars on Customer Acquisition, Customer Retention, Customer Satisfaction, Economic Crisis, Management, Marketing Budgets, Measurement, Metrics
• Web Analytics: Best Practices in the Real WorldAttendee rating:  - 10/22/2004
  More seminars on Customer Satisfaction, Marketing Tips, Measurement, Metrics, Web Analytics, Websites
• The Twelve Laws of Customer LoyaltyAttendee rating:  - 9/23/2004
  More seminars on Brand Loyalty, Customer Engagement, Customer Relationships, Customer Retention, Customer Satisfaction, Marketing Tips

See all On Demand Seminars in our library