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where measurement begins
Customer Experience

Where Measurement Begins

Posted  December 15th, 2011  by  David Slavick

Proof that you are changing customer behavior has to start somewhere. How do you measure a relationship? It sounds awfully complicated to quantify. But you don’t have to measure everything at once. If you choose your measuring sticks thoughtfully, you’ll have results that not only keep the gears greased in the short term but propel […]

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amazon magic
Customer Experience

Fathoming Amazon: 9 Things to Know (Infographic)

Posted  November 21st, 2011  by  TeleFaction A/S

The guys over at Frugaldad have been thinking about Amazon recently, and with good reason. The story of its growth in the last 17 years can only be compared to the thunderous rise of Walmart.  And in some ways, the curve is steeper: the million-title-bookseller turned world’s-largest-retailer hit the $50 billion sales mark in half […]

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stevejobs_article image
Customer Experience

What Steve Jobs Taught Us About Loyalty

Posted  October 17th, 2011  by  Jim Sullivan

I think a few words on the impact Steve Jobs, founder of Apple, had on the concept of customer loyalty – and life – are in order. Consider this a tribute to him and his memory as it relates to all of us in the loyalty business. If you consider how Jobs thought, you might […]

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RedPillBluePill470x240
Operations

A look into conferences: How do they impact your ROI?

Posted  August 15th, 2011  by  Andreas Wessel Knaack

One of the consequences of the financial crisis is an increased focus on how the companies spend their resources on training and conferences. This has created a renewed debate on the real value of attending conferences.. The investment is often quite substantial since you have to add transportation and accommodation to the often quite high […]

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using csat
Operations

Putting C-Sat Data into Action

Posted  June 8th, 2011  by  Greg Levin

Author and speaker Greg Levin puts it this way – “Finding fresh water in the middle of the desert doesn’t help you – unless you drink it”. It’s the same thing with obtaining timely customer data and direct feedback via a C-sat surveying process: It won’t help your business – or your customers – unless […]

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50 facts
Customer Experience

50 Facts about Customer Experience

Posted  October 26th, 2010  by  James Digby

Following from the success of our past article “23 facts about customer loyalty and customer satisfaction” we have compiled a list of 50 facts that you should know about customer experience to help you follow the trends and stay ahead of the competition in 2011. Facts about customer experiences and referrals 96% of unhappy customers don’t […]

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CEE2011_Berlin

Customer Experience Exchange 2011

We were recently invited along to the recent Customer Experience Exchange down in Berlin as one of the Media partners, and could not turn down the chance to meet and talk with some of the biggest and brightest names working wit...
by Fredrik Abildtrup
0

 
 
where measurement begins

Where Measurement Begins

Proof that you are changing customer behavior has to start somewhere. How do you measure a relationship? It sounds awfully complicated to quantify. But you don’t have to measure everything at once. If you choose your measurin...
by David Slavick
2

 
 
amazon magic

Fathoming Amazon: 9 Things to Know (Infographic)

The guys over at Frugaldad have been thinking about Amazon recently, and with good reason. The story of its growth in the last 17 years can only be compared to the thunderous rise of Walmart.  And in some ways, the curve is st...
by TeleFaction A/S
1

 

 
Experiensumer

Experiensumer : The new consumer profile

Many brands, and an entirely market are increasingly pointing out to a new consumer profile, the experiensumer. Characteristics of this profile are: - Sees consumption far beyond a transaction or a process, with a more experien...
by David Camps
1

 
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stevejobs_article image

What Steve Jobs Taught Us About Loyalty

I think a few words on the impact Steve Jobs, founder of Apple, had on the concept of customer loyalty – and life – are in order. Consider this a tribute to him and his memory as it relates to all of us in the loyalty busin...
by Jim Sullivan
0

 

 
balance

CEM Journey : Struggling with the old demons of marketing & strategy

More than ever it is becoming a challenge to help people’s mindsets evolve and embrace the new vision of the customer that is embedded within CEM and EFM. As I move in educating & working along with customers, student...
by Frederic Gilbert
0

 
 
winning brands

Brands who do it right

When it comes to building a successful brand, an unwavering dedication to making customers happy is an often forgotten but vital element. Earlier this year, Temkin asked 6000 US consumers to rate their interactions with differe...
by Bruce Temkin
0

 

 
RedPillBluePill470x240

A look into conferences: How do they impact your ROI?

One of the consequences of the financial crisis is an increased focus on how the companies spend their resources on training and conferences. This has created a renewed debate on the real value of attending conferences.. The in...
by Andreas Wessel Knaack
0

 
 
loyalty

Flying high with Aimia: Interview with VP of Knowledge Development

We catch up with Rick Ferguson, VP of Knowledge Development at Aimia (formally Groupe Aeroplan) to discuss the pros and cons of utilizing coalition loyalty programs over traditional loyalty cards, and the importance of the prog...
by TeleFaction A/S
0

 
 
unified

Analyst Research Highlights Need To Provide A Unified Customer Experience

We look at the findings from the recent research commissioned from IDC looking at how retailers can improve their sales and customer retention through improved multichannel planning and customer service cites the fact that sto...
by Ariel Lüdi
0

 

 
art of keeping

Measuring the customer experience

We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience.. Using his experience, he takes us through the steps that we need to go through in order to really gain the insights of th...
by James Digby
0

 
 
costy of bad cem

Bad customer experiences are more expensive than you think

How much does a bad customer experience cost? The number may surprise you. I read an article on FastCompany.com yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive. T...
by Tim Sanchez
1

 

 
using csat

Putting C-Sat Data into Action

Author and speaker Greg Levin puts it this way – “Finding fresh water in the middle of the desert doesn’t help you – unless you drink it”. It’s the same thing with obtaining timely customer data and dire...
by Greg Levin
0

 
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customers right

It’s not about the customer…

Customer service is a sometimes long-forgotten asset. To create unforgettable customer service, you need to begin with unforgettable employee experiences. In this video, John explains more  
by John Hersey
0

 

 
excellence is everywhere

Excellence is everywhere

Author Brian Wolf gets asked frequently “Which countries are the most advanced in loyalty marketing?” His view is that here are no great countries, just great companies… When I first became completely involved...
by Peter Clark
0

 
 
currency

Relationship capital: the new currency in customer services

Companies are traditionally valued based on profit, assets and liabilities, but Scott from Loving Outdoors argues that these criteria may not be enough any more… In the newly social online world are these criteria still e...
by Scott @ Loving Outdoors
0

 
 
infographic

Global Customer Service Barometer

The recent report published published by American Express® tells us the state of the customer service industry – with some interesting findings! Below you will find a handy infographic to help you digest the details. If ...
by James Digby
1