Monitoring Feedback Through Twitter
December 13, 2010Customers express their dissatisfaction with companies in many ways: in person, via customer satisfaction surveys, or through email. But how do companies address customers who voice their negative opinions online
without communicating complaints directly to the business? If you’re AT&T, you seek out unhappy customers who vent elsewhere. New software allows AT&T to monitor what customers say via Twitter. With the software, AT&T managers gain additional data on customer complaints and put solutions into action faster.Customer Satisfaction Surveys vs. Mystery Shops – Head to Head
August 26, 2010
Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist. Would you answer the following “yes” or “no”?
without communicating complaints directly to the business? If you’re AT&T, you seek out unhappy customers who vent elsewhere. New software allows AT&T to monitor what customers say via Twitter. With the software, AT&T managers gain additional data on customer complaints and put solutions into action faster.
Misconceptions about customer satisfaction surveys and