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How did Kissinger get into Clinton-Sanders debate?
Former U.S. Secretary of State Henry Kissinger listens to a question at China Development Forum, in Beijing March 21, 2015. REUTERS/Jason Lee  Reuters
Clinton, Sanders clash over costs at debate

Challenging job: President Trump’s top diplomat
LOS ANGELES, CA - SEPTEMBER 15:  Republican presidential candidate Donald Trump speaks during a campaign rally aboard the USS Iowa on September 15, 2015 in Los Angeles, California. Donald Trump is campaigning in Los Angeles a day ahead of the CNN GOP debate that will be broadcast from the Ronald Reagan Presidential Library in Simi Valley.  (Photo by Justin Sullivan/Getty Images)  Getty Images
Voters don’t care about promises — just vision

Looks like time for bottom fishing in U.S. stocks

Stocks will likely be higher in six months
The Dow’s downtrend is now official
5 signs we’re in a bear market

What ‘affordable’ Tesla Model 3 means for buyers
What the ‘affordable’ Tesla Model 3 rollout means for car buyers Getty Images
Tesla predicts rosy 2016 —can Musk deliver?
Tesla’s Model 3: The 5 things we now know

Why you probably won’t see 99-cents-a-gallon gas
 Getty Images

The top 10 tax havens for individuals in the world
 Shutterstock.com
Watch out for these tricky tax issues this year

A rare bit of good news about dementia
LLANDUDNO, WALES - SEPTEMBER 08:  Senior citizens walk along Llandudno Pier on September 8, 2014 in Llandudno, Wales. Britain is facing multiple problems stemming from an increase in the elderly proportion of its population, including increasing health care costs, strains on its social security system, a shortage of senior care workers and challenges to the employment market.  (Photo by Christopher Furlong/Getty Images)  Getty Images

Don’t get smoked by your marijuana investment
Don't get smoked by your marijuana investment Getty Images

Burger King’s hot dog plan is so crazy it could work
Burger King to make its biggest menu change yet  Getty Images

Actually, the most popular new emoji isn’t the taco
Rolling eyes are the most popular of the new iOs emojis for iPhone users.

need to know
Pope Francis in Cuba for historic meeting
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U.S., Russia agree to terms of Syrian cease-fire
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Biggest rise in Treasury yields in 2½ months
Import prices drop 1.1% on cheaper oil
Uber to pay riders millions to settle safety suits
Mattel names new boss for Barbie business

Grammys make Memphis candy shop a winner

How grocery business got ‘barbell’ shape

Penney responds to lawsuit over Burberry plaid
Kohl’s eliminates three executives
Retail sales increase 0.2% in January

This can’t be why Apple made Beats deal with Dre

Google exec squirms when questioned about pay

Economists increasingly see Fed hands as tied
What central-bank failures mean for investors
Have central banks lost market credibility?

First-quarter earnings forecast is getting worse

Big banks are fleeing the mortgage market
Big banks are fleeing the mortgage market
Boomers are loading up on debt, not millennials

CEO Jamie Dimon’s $26 million bet on J.P. Morgan
Jamie Dimon joins the ex-billionaires club

LONDON - SEPTEMBER 15:  A financial news update in Canary Wharf on September 15, 2008 in London, England. The fourth largest American investment bank has announced that it's filing for bankruptcy protection during a growing financial crisis.  (Photo by Cate Gillon/Getty Images)
Is it 2008 all over again? (And what to expect if it is)

Time for a coordinated response to China’s yuan
Japan warns investors about the surging yen
Worried about the stock market? Watch yen

Sweden’s negative  rate isn’t as scary as it appears

Think like Buffett, and buy what's ugly
Think like Buffett, and buy stocks at their worst

5 things to know about the Costco and AmEx breakup

6 perfect roles for Martin Shkreli, Hollywood’s next leading man
Martin Shkreli: Star of stage, screen and pharma
There’s a ‘Jane’ in nearly all Hollywood scripts

Taxpayers already paying for future Super Bowls

Beer’s incessant infighting clouds the big picture

How to buy a used car
The correct way to go about buying a used car

College freshmen are most liberal since Vietnam


/conga/frontpage.html 367868

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Price Chg %Chg 1 Day
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/quotes/zigman/629063/realtime 2,070 +23 1.11%
Gold
/quotes/zigman/33772884/delayed 1,239 -9 0.75%
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/quotes/zigman/2260836/delayed 29.02 +2.81 10.72%
FTSE 100
/quotes/zigman/3173262/delayed 5,708 +171 3.08%
DAX
/quotes/zigman/2380246/delayed 8,968 +215 2.45%
CAC 40
/quotes/zigman/3173214/delayed 3,995 +98 2.52%
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/quotes/zigman/2622475/delayed 18,320 -226 1.22%
Shanghai
/quotes/zigman/1859015/delayed 2,763 -18 0.63%
Sensex
/quotes/zigman/1652085/delayed 22,986 +34 0.15%
Singapore
/quotes/zigman/1709939/delayed 2,540 +2 0.07%
Euro
/quotes/zigman/16008136/realtime/sampled 1.13 -0.01 0.61%
Yen
/quotes/zigman/16008150/realtime/sampled 113.25 +0.83 0.74%
Pound
/quotes/zigman/16008140/realtime/sampled 1.45 +0.00 0.18%
Australia$
/quotes/zigman/16008115/realtime/sampled 0.71 0.00 0.04%
DXY Index
/quotes/zigman/1652083/delayed 95.97 +0.36 0.38%
WSJ $ Idx
/quotes/zigman/41508961/realtime 88.99 +0.23 0.26%
U.S. 10yr
/quotes/zigman/15866666/realtime 1.75 +0.09 5.26%
German 10y
/quotes/zigman/15866409/realtime 0.26 +0.07 37.97%
Italy 10yr
/quotes/zigman/15866497/realtime 1.64 -0.08 4.67%
Spain 10yr
/quotes/zigman/15866444/realtime 1.74 -0.04 2.01%
U.K. 10yr
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Japan 10yr
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Gold
/quotes/zigman/33772884/delayed 1,239 -9 0.75%
Corn
/quotes/zigman/25518691/delayed 359 -1 0.35%
DJIA F
/quotes/zigman/48241424/delayed 15,925 +313 2.00%
S&P F
/quotes/zigman/43106711/delayed 1,860 +36 1.95%
Silver
/quotes/zigman/32655632/delayed 16 0 0.03%

Quotes

Symbol Price Change % Change
FB /quotes/zigman/9962609/composite 102.01 0.10 0.10%
AAPL /quotes/zigman/68270/composite 93.99 0.29 0.31%
GOOG /quotes/zigman/59527964/composite 682.40 -0.71 -0.10%
BAC /quotes/zigman/190927/composite 11.95 0.79 7.08%
C /quotes/zigman/5065548/composite 37.54 2.56 7.32%
F /quotes/zigman/264304/composite 11.55 0.38 3.40%
T /quotes/zigman/398198/composite 36.47 0.26 0.72%
BP /quotes/zigman/247026/composite 29.02 1.38 4.99%
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5 yr CD
1.3%
2 yr CD
0.7%
1 yr CD
0.6%
MMA $10K+
0.2%
MMA $50K+
0.4%

National averages from Bankrate.com

You Don’t Need Another Credit Card, You Need A Better One.
Avg. APR Last Week 6 Months
Low Interest 11.96% 11.96% 11.62%
Business 13.12% 13.12% 12.85%
Student 13.42% 13.42% 13.14%
Balance Transfer 14.35% 14.35% 14.12%
Airline 15.17% 15.17% 15.10%
Cash Back 15.20% 15.26% 15.27%
Reward 15.25% 15.28% 15.14%
Instant Approval 18.02% 18.21% 18.00%
Bad Credit 22.56% 22.88% 22.73%
Source:CreditCards.com

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Pay Dirt
A daily look at what we buy, how we spend, and the companies that do right - and wrong - by their customers.

Complaining on Twitter May Cost You

iStockphoto

Venting to a company’s Facebook or Twitter account may be costly. Customers satisfied with customer service via social media tend to spend more than those who complain by other means, a new study finds.

Complaints addressed on social media result in 21% more sales with that company than those by traditional methods, reports American Express. In comparison, consumers satisfied with phone or email customer service spend just 11% more. Experts say it’s normal for consumers to feel loyal after getting good customer service. “It’s not about being perfect, it’s about the response,” says Deborah Mitchell, a clinical associate professor of marketing at Ohio State University. “People like to feel like the company was proactive in responding, and bent over backward to fix it.”

That good feeling is easier to achieve on social media, says Jeff Green, an independent retail analyst. Even if it takes the company longer to respond than you might wait on hold, there’s the perception that you’ve wasted less time, he says. Social media response teams often have more power than call-center reps to solve a problem, and replies often seem more personal. “It has all the elements of self-service, including speed and transparency,” says Robert Wollan, the global managing partner of consulting firm Accenture’s customer relationship management practice.

That Twitter and Facebook complaints lead customers to open their wallet may also just be a sign that customer service is more effective on social media, experts say. “People are spending more because they’re happy,” says Mitchell. “It’s not as pernicious as more subtle marketing tactics that play on our psyche.”

Comments

We welcome thoughtful comments from readers. Please comply with our guidelines. Our blogs do not require the use of your real name.

Comments (5 of 8)

View all Comments »
    • For Stu and Unrepentant Cowboy — I will never stop making music now. Music is sonemhitg I have already put aside for 30 years or so and I can deny it no longer. I will write no more books and give no more lectures. Everything I want to say from here on out I will say through music or not at all. My work is done, that day is done. Through music I can offer a bit of comfort, love and acknowledgment that the forgotten and ignored need to hear. Through music and the New White Trash I can give strength from the unseen that manifests in the seen. I have earned the right to spend the last chapter of my life with the one thing that kept me going. The rest of you now must pick up the mantle.To Cowboy: Sorry but if I mix one penny of the Legal Defense Fund for personal use I could go to jail. That’s neither legal nor ethical.I’ll be fine.Thank you all. Now get out there and start teaching others. Point them to CoLlapse. They will listen. That was my job. It is accomplished. And I see no need to sacrifice more. I have a life I want again thanks to Doug Lewis and Andy Kravitz. (I sure wish the Phillies had won. I’m tired of watching the best teams that money can buy instead of hearts that can’t be bought.)MCR

    • This is the worst written article I have read in years. What has the headline to do with the story. Who spends more because they have a complaint–makes no sense at all.

    • I immediately file a complaint with the BBB. Online companies do not like having a negative complaint on their BBB record. A company does not have to be a member of BBB to complain. BBB keeps complaints on file for any company, irregardless of membership.

    • This article features what is perhaps the worst-written lede in the history of journalism.

      “Venting to a company’s Facebook or Twitter account may be costly.”

      Venting is done by the customer, not the company. Therefore, the lede claims that customers who complain are costing themselves…which is not what the study at all says.

    • This article clarifies the difference between a customer complaint being resolved. Resolved over the phone, after waiting for 45 talking to a Rep, or resolved over social media where the customer doesn’t need to be present. The customer being sought out in a channel they are already present in, with minimal time sacrifice to them, results in greater satisfaction for the customer. This would increase customer advocacy/loyalty. Of course, this is dependent on the resolution of the complaint. The right approach and tools would enable the company to resolve the issues rather than just respond to them.

About Pay Dirt

  • Pay Dirt examines the millions of consumer decisions Americans make every day: What to buy, how much to pay, whether to rave or complain. Lead written by Quentin Fottrell, the blog examines these interactions, providing readers with news, insight and tips on shopping, spending, customer service, and companies that do right – and wrong – by their customers. Send items, questions and comments to quentin.fottrell@dowjones.com or tweet @SMPayDirt.

MarketWatch - Stock Market Quotes, Business News, Financial News
Bulletin
Investor Alert
How did Kissinger get into Clinton-Sanders debate?
Former U.S. Secretary of State Henry Kissinger listens to a question at China Development Forum, in Beijing March 21, 2015. REUTERS/Jason Lee  Reuters
Clinton, Sanders clash over costs at debate

Challenging job: President Trump’s top diplomat
LOS ANGELES, CA - SEPTEMBER 15:  Republican presidential candidate Donald Trump speaks during a campaign rally aboard the USS Iowa on September 15, 2015 in Los Angeles, California. Donald Trump is campaigning in Los Angeles a day ahead of the CNN GOP debate that will be broadcast from the Ronald Reagan Presidential Library in Simi Valley.  (Photo by Justin Sullivan/Getty Images)  Getty Images
Voters don’t care about promises — just vision

Looks like time for bottom fishing in U.S. stocks

Stocks will likely be higher in six months
The Dow’s downtrend is now official
5 signs we’re in a bear market

What ‘affordable’ Tesla Model 3 means for buyers
What the ‘affordable’ Tesla Model 3 rollout means for car buyers Getty Images
Tesla predicts rosy 2016 —can Musk deliver?
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Why you probably won’t see 99-cents-a-gallon gas
 Getty Images

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Watch out for these tricky tax issues this year

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LLANDUDNO, WALES - SEPTEMBER 08:  Senior citizens walk along Llandudno Pier on September 8, 2014 in Llandudno, Wales. Britain is facing multiple problems stemming from an increase in the elderly proportion of its population, including increasing health care costs, strains on its social security system, a shortage of senior care workers and challenges to the employment market.  (Photo by Christopher Furlong/Getty Images)  Getty Images

Don’t get smoked by your marijuana investment
Don't get smoked by your marijuana investment Getty Images

Burger King’s hot dog plan is so crazy it could work
Burger King to make its biggest menu change yet  Getty Images

Actually, the most popular new emoji isn’t the taco
Rolling eyes are the most popular of the new iOs emojis for iPhone users.

need to know
Pope Francis in Cuba for historic meeting
Zika vaccine is at least a year and a half away
U.S., Russia agree to terms of Syrian cease-fire
10 big stories you’ve missed this week
Biggest rise in Treasury yields in 2½ months
Import prices drop 1.1% on cheaper oil
Uber to pay riders millions to settle safety suits
Mattel names new boss for Barbie business

Grammys make Memphis candy shop a winner

How grocery business got ‘barbell’ shape

Penney responds to lawsuit over Burberry plaid
Kohl’s eliminates three executives
Retail sales increase 0.2% in January

This can’t be why Apple made Beats deal with Dre

Google exec squirms when questioned about pay

Economists increasingly see Fed hands as tied
What central-bank failures mean for investors
Have central banks lost market credibility?

First-quarter earnings forecast is getting worse

Big banks are fleeing the mortgage market
Big banks are fleeing the mortgage market
Boomers are loading up on debt, not millennials

CEO Jamie Dimon’s $26 million bet on J.P. Morgan
Jamie Dimon joins the ex-billionaires club

LONDON - SEPTEMBER 15:  A financial news update in Canary Wharf on September 15, 2008 in London, England. The fourth largest American investment bank has announced that it's filing for bankruptcy protection during a growing financial crisis.  (Photo by Cate Gillon/Getty Images)
Is it 2008 all over again? (And what to expect if it is)

Time for a coordinated response to China’s yuan
Japan warns investors about the surging yen
Worried about the stock market? Watch yen

Sweden’s negative  rate isn’t as scary as it appears

Think like Buffett, and buy what's ugly
Think like Buffett, and buy stocks at their worst

5 things to know about the Costco and AmEx breakup

6 perfect roles for Martin Shkreli, Hollywood’s next leading man
Martin Shkreli: Star of stage, screen and pharma
There’s a ‘Jane’ in nearly all Hollywood scripts

Taxpayers already paying for future Super Bowls

Beer’s incessant infighting clouds the big picture

How to buy a used car
The correct way to go about buying a used car

College freshmen are most liberal since Vietnam


/conga/frontpage.html 367868

Markets »

132.55MDow Volume:
Avg Vol: 132.70M
Unchanged
134
Decliners
1500
Advancers
4873
Price Chg %Chg 1 Day
Range: 1 Day
  • 1 Day
  • 5 Days
  • 1 Month
  • 3 Months
  • 6 Months
  • 1 Year
  • 2 Years
Dow
/quotes/zigman/627449/realtime 15,974 +314 2.00%
Nasdaq
/quotes/zigman/12633936/realtime 4,338 +71 1.66%
S&P 500
/quotes/zigman/3870025/realtime 1,865 +36 1.95%
GlobalDow
/quotes/zigman/629063/realtime 2,070 +23 1.11%
Gold
/quotes/zigman/33772884/delayed 1,239 -9 0.75%
Oil
/quotes/zigman/2260836/delayed 29.02 +2.81 10.72%
FTSE 100
/quotes/zigman/3173262/delayed 5,708 +171 3.08%
DAX
/quotes/zigman/2380246/delayed 8,968 +215 2.45%
CAC 40
/quotes/zigman/3173214/delayed 3,995 +98 2.52%
FTSE MIB
/quotes/zigman/1482176/delayed 16,515 +742 4.70%
IBEX 35
/quotes/zigman/2759620/delayed 7,921 +175 2.25%
Stoxx 600
/quotes/zigman/2380150/delayed 312 +9 2.91%
Asia Dow
/quotes/zigman/6959860/realtime 2,385 -51 2.10%
Nikkei 225
/quotes/zigman/5986735/delayed 14,953 -761 4.84%
Hang Seng
/quotes/zigman/2622475/delayed 18,320 -226 1.22%
Shanghai
/quotes/zigman/1859015/delayed 2,763 -18 0.63%
Sensex
/quotes/zigman/1652085/delayed 22,986 +34 0.15%
Singapore
/quotes/zigman/1709939/delayed 2,540 +2 0.07%
Euro
/quotes/zigman/16008136/realtime/sampled 1.13 -0.01 0.61%
Yen
/quotes/zigman/16008150/realtime/sampled 113.25 +0.83 0.74%
Pound
/quotes/zigman/16008140/realtime/sampled 1.45 +0.00 0.18%
Australia$
/quotes/zigman/16008115/realtime/sampled 0.71 0.00 0.04%
DXY Index
/quotes/zigman/1652083/delayed 95.97 +0.36 0.38%
WSJ $ Idx
/quotes/zigman/41508961/realtime 88.99 +0.23 0.26%
U.S. 10yr
/quotes/zigman/15866666/realtime 1.75 +0.09 5.26%
German 10y
/quotes/zigman/15866409/realtime 0.26 +0.07 37.97%
Italy 10yr
/quotes/zigman/15866497/realtime 1.64 -0.08 4.67%
Spain 10yr
/quotes/zigman/15866444/realtime 1.74 -0.04 2.01%
U.K. 10yr
/quotes/zigman/15866328/realtime 1.42 +0.11 8.61%
Japan 10yr
/quotes/zigman/15866525/realtime 0.08 +0.06 442.45%
Crude Oil
/quotes/zigman/2260836/delayed 29 +3 10.72%
Gold
/quotes/zigman/33772884/delayed 1,239 -9 0.75%
Corn
/quotes/zigman/25518691/delayed 359 -1 0.35%
DJIA F
/quotes/zigman/48241424/delayed 15,925 +313 2.00%
S&P F
/quotes/zigman/43106711/delayed 1,860 +36 1.95%
Silver
/quotes/zigman/32655632/delayed 16 0 0.03%

Quotes

Symbol Price Change % Change
FB /quotes/zigman/9962609/composite 102.01 0.10 0.10%
AAPL /quotes/zigman/68270/composite 93.99 0.29 0.31%
GOOG /quotes/zigman/59527964/composite 682.40 -0.71 -0.10%
BAC /quotes/zigman/190927/composite 11.95 0.79 7.08%
C /quotes/zigman/5065548/composite 37.54 2.56 7.32%
F /quotes/zigman/264304/composite 11.55 0.38 3.40%
T /quotes/zigman/398198/composite 36.47 0.26 0.72%
BP /quotes/zigman/247026/composite 29.02 1.38 4.99%
GE /quotes/zigman/227468/composite 28.26 0.81 2.95%
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5 yr CD
1.3%
2 yr CD
0.7%
1 yr CD
0.6%
MMA $10K+
0.2%
MMA $50K+
0.4%

National averages from Bankrate.com

You Don’t Need Another Credit Card, You Need A Better One.
Avg. APR Last Week 6 Months
Low Interest 11.96% 11.96% 11.62%
Business 13.12% 13.12% 12.85%
Student 13.42% 13.42% 13.14%
Balance Transfer 14.35% 14.35% 14.12%
Airline 15.17% 15.17% 15.10%
Cash Back 15.20% 15.26% 15.27%
Reward 15.25% 15.28% 15.14%
Instant Approval 18.02% 18.21% 18.00%
Bad Credit 22.56% 22.88% 22.73%
Source:CreditCards.com

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