Inextricable Economic Link: Customer Sat, Customer Service & Customer-Generated Media

My colleague Bill Stephensen, VP of Auto at Nielsen BuzzMetrics, clearly articulates the inextricable economic link between customer satisfaction, customer service and customer-generated media:

The American Customer Satisfaction Index (ACSI) is one of my favorite research studies in the auto industry because it links customer satisfaction and profitability.

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Center Of Attention: Customer Service

I originally started AttentionMax to chronicle the intersection of media, marketing and life. Not surprisingly, I find myself writing more and more about customer service as part of that intersection. That’s evident by my many rants about poor customer service (i.e., Lowes), as well as my reporting on interesting initiatives like gethuman.… Read the rest

Avoid Annoying Customer-Service Phone Trees

Freakonomics blog pointed me to the gethuman Database, which is a listing of secret phone numbers and codes to get to a human when calling a big company for customer service. It is part of the larger gethuman project, a consumer movement to improve the quality of phone support in the US.… Read the rest

What Really Matters: Brand Experience & Customer Service

My mission with AttentionMax is to chronicle trends and disruption in media and marketing, as well as offer frequent anecdotes on how they impact everyday life…my life, in particular. It’s interesting to see which posts resonate with people and spawn public comment or private email, especially considering my uncontrollable tendency to cross between professional and personal life.… Read the rest