Google Suggest & FatWallet Achievement

Posted on3 CommentsCategoriesGeneral Discussion, Online Marketing, Thoughts for Affiliates

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 Read More …

Internet’s Best and Worst in Customer Satisfaction

Posted on3 CommentsCategoriesGeneral Discussion, Online Marketing

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 Read More …

Outsourced Customer Support Must Be Understandable & Competent

Posted on2 CommentsCategoriesGeneral Discussion

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 Read More …

Forrester Publishes Customer Experience Index 2010

Posted onLeave a commentCategoriesGeneral Discussion

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 Read More …

Top 10 US and UK Online Retailers by Customer Satisfaction

Posted onLeave a commentCategoriesGeneral Discussion, Online Marketing

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 Read More …

Attention Deficit in Affiliate Networks’ Customer Service

Posted on3 CommentsCategoriesAffiliate Program Management, General Discussion

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 Read More …