customer satisfaction

Customer satisfaction is a crucial element to building enduring customer relationships.  A brand image may be a composite of many things, but satisfaction is the glue that binds them all together. Over on the Social Media Explorer blog I recently wrote about the role of social media in achieving customer satisfaction.  Part technical tool review, part examination of socially-enabled communications, the post took a look at Groubal ( the "complaint as a petition" platform) but begged a deeper...

Ridiculous as it may sound, a few months ago I attended a business conference (a 2-day event, mind you) at a popular Des Moines hotel that catered heavily to business travelers. That is to say, there was a large business center, at least 6 large meeting rooms in a central hub, and a lot of well-suited people scurrying about. No kids. No strollers. No pool. Oh, and did I mention that without $10 a day - even for conference attendees (it's fair to presume the sponsoring organization was paying hefty...