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	<title>Return on Behavior Magazine &#187; Customer Surveys</title>
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		<title>Opinion: Why customer satisfaction surveys don&#8217;t work</title>
		<link>http://returnonbehavior.com/2009/09/opinion-why-customer-satisfaction-surveys-dont-work/</link>
		<comments>http://returnonbehavior.com/2009/09/opinion-why-customer-satisfaction-surveys-dont-work/#comments</comments>
		<pubDate>Sun, 27 Sep 2009 11:10:41 +0000</pubDate>
		<dc:creator>William Cusick</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Actionable Steps]]></category>
		<category><![CDATA[Anthropologist]]></category>
		<category><![CDATA[Assumptions]]></category>
		<category><![CDATA[Customer Behavior]]></category>
		<category><![CDATA[Customer Satisfaction Surveys]]></category>
		<category><![CDATA[Customer Surveys]]></category>
		<category><![CDATA[Decisions]]></category>
		<category><![CDATA[Emotion]]></category>
		<category><![CDATA[Emotions]]></category>
		<category><![CDATA[Logic]]></category>
		<category><![CDATA[Long Time]]></category>
		<category><![CDATA[Opinion Surveys]]></category>
		<category><![CDATA[Paco Underhill]]></category>
		<category><![CDATA[Paradox]]></category>
		<category><![CDATA[Power Of Observation]]></category>
		<category><![CDATA[Rational Mind]]></category>
		<category><![CDATA[Real Time]]></category>
		<category><![CDATA[Retail Environments]]></category>
		<category><![CDATA[Trackers]]></category>
		<category><![CDATA[Truth]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=860</guid>
		<description><![CDATA[Your customers are irrational. You may think you already knew that, but — as recent research suggests — it’s true. In fact, we’re all irrational. By that I mean that we all perceive the world around us, and make decisions, and act based largely on what’s happening in our &#8220;irrational&#8221; subconscious. Recent evidence suggests fully 95 percent [...]]]></description>
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		<title>Pitfalls in customer surveys</title>
		<link>http://returnonbehavior.com/2009/09/pitfalls-in-customer-surveys/</link>
		<comments>http://returnonbehavior.com/2009/09/pitfalls-in-customer-surveys/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 05:41:09 +0000</pubDate>
		<dc:creator>Peter Niemeyer</dc:creator>
				<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Ambiguity]]></category>
		<category><![CDATA[Business Process]]></category>
		<category><![CDATA[Cause And Effect]]></category>
		<category><![CDATA[Corporate Philosophy]]></category>
		<category><![CDATA[Cust]]></category>
		<category><![CDATA[Customer Care Hotline]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Survey]]></category>
		<category><![CDATA[Customer Surveys]]></category>
		<category><![CDATA[Desperate Attempt]]></category>
		<category><![CDATA[Differentiators]]></category>
		<category><![CDATA[Empiric]]></category>
		<category><![CDATA[Empirical Research]]></category>
		<category><![CDATA[Empirical Studies]]></category>
		<category><![CDATA[Irregularity]]></category>
		<category><![CDATA[Misinterpretations]]></category>
		<category><![CDATA[Outstanding Customer Service]]></category>
		<category><![CDATA[Pitfalls]]></category>
		<category><![CDATA[Service Quality]]></category>
		<category><![CDATA[Survey System]]></category>
		<category><![CDATA[Time Spans]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=619</guid>
		<description><![CDATA[“Our customer satisfaction doubled in comparison to last year”. “Our customers are the most satisfied throughout the industry”. “95% of our customers consider our service excellent”. Everyone has heard these statements and of course they sound good, but are they really valid? The truth is that in fact many empirical studies are not valid. In [...]]]></description>
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		<title>New Interest in, and New Tools for Measuring, Customer Satisfaction</title>
		<link>http://returnonbehavior.com/2009/09/new-interest-in-and-new-tools-for-measuring-customer-satisfaction/</link>
		<comments>http://returnonbehavior.com/2009/09/new-interest-in-and-new-tools-for-measuring-customer-satisfaction/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 03:05:17 +0000</pubDate>
		<dc:creator>Tony Lopresti</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Business Decisions]]></category>
		<category><![CDATA[Checkboxes]]></category>
		<category><![CDATA[Customer Communications]]></category>
		<category><![CDATA[Customer Insights]]></category>
		<category><![CDATA[Customer Intelligence]]></category>
		<category><![CDATA[Customer Relationship Management]]></category>
		<category><![CDATA[Customer Relationship Management Crm]]></category>
		<category><![CDATA[Customer Surveys]]></category>
		<category><![CDATA[Honing]]></category>
		<category><![CDATA[Large Corporations]]></category>
		<category><![CDATA[Measuring Customer Satisfaction]]></category>
		<category><![CDATA[New Tools]]></category>
		<category><![CDATA[Open Ended Questions]]></category>
		<category><![CDATA[Point Of Sale]]></category>
		<category><![CDATA[Point Of Sale Systems]]></category>
		<category><![CDATA[Raw Intelligence]]></category>
		<category><![CDATA[Relational Databases]]></category>
		<category><![CDATA[Tricky Task]]></category>
		<category><![CDATA[True Voice]]></category>
		<category><![CDATA[Voice Of The Customer]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=518</guid>
		<description><![CDATA[There&#8217;s new interest in solving an age-old corporate problem: how to measure customer satisfaction. There are new tools for doing so, too. Companies for years have surveyed their customers and prospects to measure customer satisfaction, but honing in on the true voice of the customer traditionally has been a tricky task. A company could ask [...]]]></description>
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		<title>Customer satisfaction versus customer loyalty</title>
		<link>http://returnonbehavior.com/2009/09/468/</link>
		<comments>http://returnonbehavior.com/2009/09/468/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 02:33:05 +0000</pubDate>
		<dc:creator>TheWiseMarketer.com published by Pete Clark</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Business Leader]]></category>
		<category><![CDATA[Business Leaders]]></category>
		<category><![CDATA[Business Management]]></category>
		<category><![CDATA[Communications Company]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Customer Needs]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Surveys]]></category>
		<category><![CDATA[Feedback]]></category>
		<category><![CDATA[Leading Communications]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Organization]]></category>
		<category><![CDATA[Passion]]></category>
		<category><![CDATA[Priority]]></category>
		<category><![CDATA[Profitable Customers]]></category>
		<category><![CDATA[Quot]]></category>
		<category><![CDATA[Relevant Question]]></category>
		<category><![CDATA[Satisfaction Research]]></category>
		<category><![CDATA[Target]]></category>
		<category><![CDATA[True Interest]]></category>
		<category><![CDATA[Type Phrases]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=468</guid>
		<description><![CDATA[Companies have much enthusiasm for customer satisfaction. Many see it as a way of making customers happy, and others look at measuring loyalty. But how important is satisfaction in reality? Most of us have heard phrases such as &#8220;98% of our customers are satisfied&#8221;, &#8220;customer satisfaction is our priority&#8221;, and other &#8220;satisfaction&#8221; type phrases. These [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>ALERD: The new paradigm in dynamic customer surveying.</title>
		<link>http://returnonbehavior.com/2009/09/alerd-the-new-paradigm-in-dynamic-customer-surveying/</link>
		<comments>http://returnonbehavior.com/2009/09/alerd-the-new-paradigm-in-dynamic-customer-surveying/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 02:27:16 +0000</pubDate>
		<dc:creator>Micheal Leander Nielsen</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Areas Of Opportunity]]></category>
		<category><![CDATA[Critical Component]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Customer Preferences]]></category>
		<category><![CDATA[Customer Satisfaction Survey]]></category>
		<category><![CDATA[Customer Service Teams]]></category>
		<category><![CDATA[Customer Survey]]></category>
		<category><![CDATA[Customer Surveys]]></category>
		<category><![CDATA[Customer Touch Points]]></category>
		<category><![CDATA[Dynamic Customer]]></category>
		<category><![CDATA[Improvement Areas]]></category>
		<category><![CDATA[Insurance Financial Services]]></category>
		<category><![CDATA[Intelligent Companies]]></category>
		<category><![CDATA[Leander]]></category>
		<category><![CDATA[Matter Of Fact]]></category>
		<category><![CDATA[Media Telecom]]></category>
		<category><![CDATA[New Paradigm]]></category>
		<category><![CDATA[Satisfaction Survey Results]]></category>
		<category><![CDATA[Specifics]]></category>
		<category><![CDATA[Unsatisfied Customers]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=459</guid>
		<description><![CDATA[Ask, Listen, Evaluate Response, Dialogue! Innovative players across such industries as banking, insurance, financial services, publishing, media, telecom and utilities are opting out of the old fashioned static customer surveying to take advantage of the new paradigm in live dynamic and action-oriented customer surveying.  In this introduction to ALERD, Michael Leander Nielsen takes a brief [...]]]></description>
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