Shawn O. Gorman, Executive Chairman of L.L. Bean, sent an email to customers today about the company’s new return policy. Up until now, if you purchased a product from L.L. Bean, they essentially guaranteed it for life. Apparently, according …
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L.L. Bean’s New Customer Satisfaction Rule
Category Archives: Customer Satisfaction
We all know that customer satisfaction is important to the success of a business. But is customer satisfaction enough to succeed in a grueling, competitive marketplace? The winner of this year’s discount department store customer satisfaction analysis by Roy Morgan …
You would think after all the recent airline viral videos related to overbooking and ongoing complaints about seat room and extra fees that airline industry customer satisfaction scores would be at new lows. And you’d be wrong. They are actually …
According to a story in The Seattle Times, customer satisfaction is of paramount importance at Amazon. Finding a solution to a “defect” in the Amazon system takes time and the company is willing to invest in people and call …
PRWeek explores what crisis management tactics have been used to date by Chipolte to address its food illness challenge in the Pacific Northwest. Consistent with its strong brand promise and high customer satisfaction, Chipolte has worked hard to build consumer …
Gallup studied maintaining customer satisfaction in B2B relationships. Their research shows how important that relationship is. They also point out the role integrity, pride, confidence and passion play in keeping business customers. …
Nearly half of consumers expect customer-satisfaction issues to be handled through social media … the story on digital media site AllTwitter by Media Bistro.…
USA Today reports on how one blogger took cable giant Comcast to task for poor customer service…and hundreds of his fellow consumers followed.
Goldman&Associates is certain that Comcast could have preempted this PR nightmare by establishing their own blog and catching the negative internet …
You could just see that the PR punch would land right on Facebook’s kisser. On November 7th we warned Facebook that their aggressive new strategy to use personal member information to entice advertisers would likely backfire. Yesterday, Facebook felt enough …
A recent NYTimes article summarizes a new venture between Proctor & Gamble and NBC Universal that seeks to connect “pet people”. Petside.com is a web portal that includes pet related articles, videos, chatrooms, and, of course, advertising. The companies plan …