If you’re in affiliate marketing, you’re more than likely already aware of the fact that Tim Storm, the founding CEO of FatWallet has been named finalist for Entrepreneur of 2010 awards by Entrepreneur Magazine. That’s a huge achievement for an affiliate marketer, and congratulations are certainly in order. There is another achievement of FatWallet that [...]
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Yesterday ForSee Results released their annual E-Business Report based on ACSI (American Customer Satisfaction Index) methodology. “The American Customer Satisfaction Index (ACSI) is an economic indicator that measures the satisfaction of consumers across the U.S. economy. ” [source] The following general observations were made in the ForeSee Results’ study: Social Media: Current customer satisfaction is [...]
Continue reading about Internet’s Best and Worst in Customer Satisfaction
Yesterday, I called AT&T Wireless to get the unlock code for my Blackberry. I have fulfilled my two-year contract obligations, and was eligible to have my phone unlocked. Unfortunately, (i) the customer support person spoke very poor English (I am especially sensitive to things like this, because English is not my own native language, but [...]
Continue reading about Outsourced Customer Support Must Be Understandable & Competent
Just a couple of hours ago, ForeSee Results has released the results of the newest ACSI Annual E-commerce study. After a slight drop in 2008, the overall customer satisfaction with e-commerce sector has raised in 2009 back to the level of 2007. The drop in 2008, just as drops in 2001 and 2004, are explained [...]
Continue reading about Progressive Competence of E-commerce & Best Online Retailers
Upon surveying “4,600 US consumers about their interactions with a variety of companies gauging the usefulness, ease of use, and enjoyability of those experiences”, Forrester has arrived at its 2010 Customer Experience Index (not to be confused with the Customer Satisfaction index recently published by ForeSee Results). It is being reported that out of 133 [...]
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Having analyzed this holiday season’s performance of the top US and UK online retailers, ForeSee Results has published two interesting lists where they rank the top 40 e-tailers in each country according to the American Customer Satisfaction Index [more about ACSI]. Yesterday they published the UK data where the top 10 e-tailers list looks as [...]
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Attention deficit is a serious problem in itself, but all the more so when you observe it in people whose primary role is in providing you with customer service. Both for the sake of notifying the affiliate network, and to find out what their recommendation would be, we reported the application receipt from the suspicious [...]
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Yesterday I’ve had a great experience at a local Gander Mountain store where I went to purchase my first kayak for an upcoming trip to the Outer Banks, NC (aka OBX). The shopping assistant spent over an hour with me, helping me pick a good kayak for fishing, and all of the necessary accessories (anchor, [...]
Continue reading about Gander Mountain Shows Stellar Customer Service
After some 8-hour travel — 6 hours of driving from Northern Virginia to New York City where I’m participating in the Affiliate Summit East 2009, and a 2 hour business meeting in Wilmington, DE — I checked into the Sheraton New York Hotel & Towers (member of Starwood Hotels group). The girl at the reception [...]
Continue reading about Customer Service Failure at a Starwood Hotel
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