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	<title>Customer Satisfaction and Reputation Management</title>
	
	<link>http://www.satisfactionsecrets.com</link>
	<description>Helping Organizations keep their Customers Satisfied</description>
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		<title>Toyota’s  Quality Reputation suffers More Recalls – Corollas / Matrixs / Pontiac Vibes / Scion XD</title>
		<link>http://www.satisfactionsecrets.com/reputation-management/toyotas-quality-reputation-suffers-more-recalls-corollas-matrixs-pontiac-vibes-scion-xd/</link>
		<comments>http://www.satisfactionsecrets.com/reputation-management/toyotas-quality-reputation-suffers-more-recalls-corollas-matrixs-pontiac-vibes-scion-xd/#comments</comments>
		<pubDate>Mon, 30 Aug 2010 13:01:55 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[brake]]></category>
		<category><![CDATA[braking problems]]></category>
		<category><![CDATA[Corolla]]></category>
		<category><![CDATA[engine stalling]]></category>
		<category><![CDATA[engine stalls]]></category>
		<category><![CDATA[Fix Customer Problems]]></category>
		<category><![CDATA[Matrix]]></category>
		<category><![CDATA[pontiac vibe]]></category>
		<category><![CDATA[recall]]></category>
		<category><![CDATA[Reputation]]></category>
		<category><![CDATA[scion]]></category>
		<category><![CDATA[Scion xD]]></category>
		<category><![CDATA[stall]]></category>
		<category><![CDATA[stalling]]></category>
		<category><![CDATA[toyota]]></category>
		<category><![CDATA[vibe]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2565</guid>
		<description><![CDATA[On Aug 26, 2010, Toyota announced two recalls affecting Corollas and Matrixes, one for engine stalling problems  and one for the power brake issues. Customers are already outraged at the plans to deal with the power brake recall. These new recalls are negatively affecting Toyota's Quality Reputation.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/reputation-management/toyotas-quality-reputation-suffers-more-recalls-corollas-matrixs-pontiac-vibes-scion-xd/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction Secret: Customers can complain on ‘Google Maps’ site</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-secret-customers-can-complain-on-google-maps-site/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-secret-customers-can-complain-on-google-maps-site/#comments</comments>
		<pubDate>Tue, 24 Aug 2010 19:52:30 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Complaint Sites]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[customer review]]></category>
		<category><![CDATA[Google Maps]]></category>
		<category><![CDATA[mobile]]></category>
		<category><![CDATA[References]]></category>
		<category><![CDATA[review]]></category>
		<category><![CDATA[Reviews]]></category>
		<category><![CDATA[testimonial]]></category>
		<category><![CDATA[Testimonials]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2537</guid>
		<description><![CDATA[Have you checked out Google Maps? It is a very convenient service to help you find directions to where ever you are going, including in many locations, a street view of the place you are planning to visit. But there are more features on Google Maps than just finding your way. Did you know customers can leave reviews of sites they visit on Google Maps? ]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-secret-customers-can-complain-on-google-maps-site/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Complaint Aggregator Pownum: New Trends – Mobile Apps, Vendor Fees, Charitable contributions</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/complaint-aggregator-pownum-new-trends-mobile-apps-vendor-fees-chartible-contributions/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/complaint-aggregator-pownum-new-trends-mobile-apps-vendor-fees-chartible-contributions/#comments</comments>
		<pubDate>Fri, 20 Aug 2010 14:01:17 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[App]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Complaint Sites]]></category>
		<category><![CDATA[dissatisfied customer]]></category>
		<category><![CDATA[iPhone app]]></category>
		<category><![CDATA[Pownum]]></category>
		<category><![CDATA[Right of Reply]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2491</guid>
		<description><![CDATA[Pownum  is a complaint aggregator located in Northhampton, England.  They have some interesting twists in their value proposition, that differentiates them from other complaint sites and encourage consumers to enter complaints and reviews on their site as opposed to other complaint aggregators.. ]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/complaint-aggregator-pownum-new-trends-mobile-apps-vendor-fees-chartible-contributions/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction Tip – Managing Skill Levels – a Software Example</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-managing-skill-levels-a-software-example/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-managing-skill-levels-a-software-example/#comments</comments>
		<pubDate>Thu, 19 Aug 2010 21:28:02 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[how to install]]></category>
		<category><![CDATA[how to use]]></category>
		<category><![CDATA[manage skills]]></category>
		<category><![CDATA[skills inventory]]></category>
		<category><![CDATA[tip]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2463</guid>
		<description><![CDATA[In my previous article,  I described why customer satisfaction can be impacted by having  people with the right skills. Clearly having staff with the wrong skills can hurt a customer's perception of the organization, and impact sales of its products, its ability to deliver valuable services or provide needed support. But what skills should be measured? Here's a 'software organization' example.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/customer-satisfaction-tip-managing-skill-levels-a-software-example/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Satisfaction Tip – Manage Skill levels for Front Line Staff</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/management-systems-customer-satisfaction/customer-satisfaction-tip-manage-skill-levels-for-front-line-staff/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/management-systems-customer-satisfaction/customer-satisfaction-tip-manage-skill-levels-for-front-line-staff/#comments</comments>
		<pubDate>Wed, 11 Aug 2010 13:01:24 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Management Systems]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[skill inventory]]></category>
		<category><![CDATA[skill level]]></category>
		<category><![CDATA[skill levels]]></category>
		<category><![CDATA[skill planning]]></category>
		<category><![CDATA[skills]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2448</guid>
		<description><![CDATA[One of the root causes of customer satisfaction problems is the skills of the people on the front line, dealing with customers. One of the techniques to ensure that customers are well served, is to ensure that there is a method to regularly check the skills of the front line staff and a training program to maintain the right mix and level of skills. The concept is called a Skills Inventory. This article covers why a skill inventory is important, what a skills inventory really is, how to do a skills inventory, and how to get started.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Why are So Many Things Broken? Video by Seth Godin</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/why-are-so-many-things-broken-video-by-seth-godin/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/why-are-so-many-things-broken-video-by-seth-godin/#comments</comments>
		<pubDate>Tue, 03 Aug 2010 05:46:18 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Videos]]></category>
		<category><![CDATA[broken]]></category>
		<category><![CDATA[customer view]]></category>
		<category><![CDATA[dissatisfied customer]]></category>
		<category><![CDATA[Seth Godin]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2441</guid>
		<description><![CDATA[Seth Godin, author of many books on marketing,  spoke at a conference a few years ago on the topic of 'Why are So Many Things Broken" and the 20 minute video is worth watching to remind ourselves of why we must be vigilant as customer satisfaction advocates to the customer's view. Always look at the products and processes from the customer's perspective. In his video, Seth talks about the 7 kinds of 'broken' with many humorous examples. ]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/why-are-so-many-things-broken-video-by-seth-godin/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Toyota’s Reputation takes another hit with Avalon / LX 470 / Land Cruiser Recall</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/toyotas-reputation-takes-another-hit-with-avalon-lx-470-land-cruiser-recall/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/toyotas-reputation-takes-another-hit-with-avalon-lx-470-land-cruiser-recall/#comments</comments>
		<pubDate>Mon, 02 Aug 2010 03:45:42 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Business or Organization Reputation]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Reputation Management]]></category>
		<category><![CDATA[avalon]]></category>
		<category><![CDATA[land cruiser]]></category>
		<category><![CDATA[Lexus]]></category>
		<category><![CDATA[LX 470]]></category>
		<category><![CDATA[Pronard]]></category>
		<category><![CDATA[recall]]></category>
		<category><![CDATA[steering]]></category>
		<category><![CDATA[toyota]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2420</guid>
		<description><![CDATA[Toyota has issued a new recall on July 29, 2010 for its Avalon and Lexus LX 470 brands. The Avalon recall is for the 400,000 Avalons from the  2000 - 2004 models in the US, Canada, China and Saudi Arabia. The recall is designed to repair a problems with flawed steering locks. The Lexus LX 470 recall is for 80,000 LX 470s (also known as Land Cruiser 100s outside the US)  from the 2003 - 2007 model years. This recall is  related to steering shaft disengagement. This recall tarnishes Toyota's reputation in a new way.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/toyotas-reputation-takes-another-hit-with-avalon-lx-470-land-cruiser-recall/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>London Gatwick Airport incorporates Twitter into Customer Service</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/customer-service-customer-satisfaction/london-gatwick-airport-incorporates-twitter-into-customer-service/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/customer-service-customer-satisfaction/london-gatwick-airport-incorporates-twitter-into-customer-service/#comments</comments>
		<pubDate>Sun, 01 Aug 2010 00:41:03 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[airport]]></category>
		<category><![CDATA[complaint]]></category>
		<category><![CDATA[Complaints]]></category>
		<category><![CDATA[Gatwick]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2396</guid>
		<description><![CDATA[More and more organizations are embracing Social Media as an add on to their existing customer service strategies. Gatwick airport is a recent example.
London Gatwick Airport has recently implemented a Twitter account @Gatwick_airport to receive feedback from travelers. According to Samantha Holgate, the Head of Airport Communications, "...the instantaneous nature of Twitter means that a lot of problems or concerns will be brought to our attention quickly.  Problems and concerns that we will ideally be able to do something about." A prominent sign appears next to the Check Information screen announcing the Twitter address.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/customer-service-customer-satisfaction/london-gatwick-airport-incorporates-twitter-into-customer-service/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Bob Dudley replaces Tony Hayward as BP CEO after Oil Leak capped</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/bob-dudley-replaces-tony-hayward-as-bp-ceo-after-oil-leak-capped/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/bob-dudley-replaces-tony-hayward-as-bp-ceo-after-oil-leak-capped/#comments</comments>
		<pubDate>Fri, 30 Jul 2010 05:12:23 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Bob Dudley]]></category>
		<category><![CDATA[BP]]></category>
		<category><![CDATA[CEO]]></category>
		<category><![CDATA[oil spill]]></category>
		<category><![CDATA[Tony Hayward]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2382</guid>
		<description><![CDATA[In an earlier blog post, I highlighted that  Tony Hayward, BP CEO had been removed from being the spokesman for the BP Oil Spill. I speculated that there would be soon be a change in BP Management. Politically, BP had to wait until the well was capped so that a new executive would have a chance to prove himself with the press and the public. It was announced this week that Bob Dudley, an American, would be replacing Tony Hayward effective Oct 1, 2010. ]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/bob-dudley-replaces-tony-hayward-as-bp-ceo-after-oil-leak-capped/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Social Media for Business video highlights Customer Satisfaction Risks and Opportunities</title>
		<link>http://www.satisfactionsecrets.com/customer-satisfaction/social-media-for-business-video-highlights-customer-satisfaction-risks-and-opportunities/</link>
		<comments>http://www.satisfactionsecrets.com/customer-satisfaction/social-media-for-business-video-highlights-customer-satisfaction-risks-and-opportunities/#comments</comments>
		<pubDate>Thu, 22 Jul 2010 22:02:24 +0000</pubDate>
		<dc:creator>Adele</dc:creator>
				<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Social media]]></category>
		<category><![CDATA[Videos]]></category>
		<category><![CDATA[pr]]></category>
		<category><![CDATA[public relations]]></category>
		<category><![CDATA[statistics]]></category>
		<category><![CDATA[Video]]></category>

		<guid isPermaLink="false">http://www.satisfactionsecrets.com/?p=2372</guid>
		<description><![CDATA[Here's an excellent  recent overview video on Social Media statistics. It is oriented towards executives and marketing departments. But there are lessons for Customer Satisfaction, customer service and public relations professionals as well.]]></description>
		<wfw:commentRss>http://www.satisfactionsecrets.com/customer-satisfaction/social-media-for-business-video-highlights-customer-satisfaction-risks-and-opportunities/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
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