Measuring Customer Satisfaction

Is the Internet one big complaint box? It seems that way, according to the author of this article on “Hatesurfing”. One suggestion by social media experts is for businesses to begin their activity on social media sites by finding out what people are saying about their business. Then, if negative comments or content is found, [...]

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Cell phone stores are finding themselves at the frontline of wireless service and, because their customers are indeed wired, need to provide the best possible customer service. A mystery shop at such a store would be a great way to do that. A mystery shopper can give the wireless store owner a firsthand report from [...]

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Mystery shopping services can be a vital training tool for people in the leasing industry, where building customer relationships is key. When it’s been used in the past, the secret shoppers have uncovered problems most often when the professional is speaking with someone on the phone or communicating via the Internet. A mystery shop determines [...]

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In this article from BNET.com, a customer service advocate outlines the top four reasons companies go out of business and every one of them has to do with customer service.  With examples like Blockbuster, Borders, United Airways and W.T. Grant stores, the author points out that, yes, economic and technology changes were factors in each [...]

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In this article, one writer tries to debunk some common marketing myths, among them that going above and beyond the call in customer service will always translate into increase sales.  While those tactics may work, some even simpler ones are shown to work as well–namely being a friendly voice on the phone or other ways [...]

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