Here's a great piece of data for you:

According to recent research:

There's much shouting about how 'unfair' Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight. Here goes:

> It's not 'unfair' everyone has the same issues!

> If you get it right it's free worldwide advertising for a little bit of effort, what on earth is anyone moaning about?

This is so often the case.

I suggest you do more than this if you want to spend time and money on customer feedback (and you MUST do this in 2012 to survive). Here's my short tips:

1. You don't want 'satisfaction' you want 'loyalty' and 'engagement' resulting in repeat sales, up sales and referrals

Here's my nomination for absolutely outstanding service in 2011: Victorinox (those people who make those fab Swiss Army Penknives). Here's the story: it's short and sweet.

I was given a Victorinox penknife on my 16th birthday.

Some 30 years later, the tiny metal ring that attaches it to a keyring wore through from over use (everything else was still working 100%). I emailed Victorinox in Switzerland to see if it could be repaired.

Southwest Airlines are the most successful domestic airline in the US: why is this, and how do they stay profitable in such a competitive and turbulent marketplace?

Here are a few ideas:

If you make a complaint or have a question about any Southwest policy or flight delay on Twitter, chances are high that you’re going to get a quick Tweet back from a Southwest customer service person with an answer or an apology.

How to ensure your organisation, team or group delivers consistently excellent customer experiences.

Empowering your people and building sales through a systematic approach to customer service.

1.       Beliefs

Last year I had the great privilege of cruising in the Whitsunday islands, aboard a lovely boat called ‘Pacific Sunrise’.

My wife and I had saved up for this cruise, but were concerned that we’d get stung on board for drinks with our meal. Why not … it’s an expensive cruise and we’re a captive market.