Return on Behavior Magazine
Home for marketing and customer service professionals


 
Archive for November, 2014
 

 
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When the Rules of the Game Change

Customers seem to be a little more fickle lately.  
by Sam Reese
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Opinion: Why customer satisfaction surveys don’t work

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 William Cusick
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Dispelling Customer Loyalty Myths

If one were to read the thousands of books written about creating customer loyalty, that would be an insurmountable task.
by Cindy Solomon
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Everybody is Wrong

What conventional wisdom that “everybody knows” can you challenge?
by David Meerman Scott
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Seven Ideas to Stop Marketing Wastage

In any organisation, marketing is one of the most difficult functions, largely because there’s so much to do and so little time…
by TheWiseMarketer.com published by Pete Clark
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Customer Service is Key in Today’s Economic Climate

Do you know how much your customers are helping you survive the downturn?
by Bob Selden
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Forget the crisis! Be S.M.A.R.T. !

It is said that you need to be more conservative in the times of a crisis. This means that you need to assess your business strategies, and adapt to the current situation.
by Fredrik Abildtrup
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Study finds word-of-mouth’s impact on loyalty

In an unfavourable economic climate, companies must focus more than ever on superior customer experiences.
by TheWiseMarketer.com published by Pete Clark
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Customer Experience: More Important Than Ever in Tough Times

If customer experience is a viable differentiation strategy in good times, it is doubly so today.
by Jim Barnes
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The Impact of Employee Performance on Customer Experience

In times of crisis, several companies need a good knock on the head to come back to the basics and stop the search for the guilty.
by Daniela Guido
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Brands expected to help customers ‘find the value’

The contribution that the overall perception of value makes to customer engagement, loyalty, and profitability has increased in significance in the price-value formula.
by TheWiseMarketer.com published by Pete Clark
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Tough times mean the customer is king once again

Now, more than ever, British SMEs are devoting time, money and effort to improving their customer relationships.
by TheWiseMarketer.com published by Pete Clark
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Is Customer Service only a Cost-Factor?

Often, employees only focus on making a sale, thereby forgetting to ask the question why the customer buys the product.
by Fredrik Abildtrup
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In Difficult Times, Keep Your Customers Happy

Ironically, the cost of keeping a client is less costly than trying to find a new one…
by Drew Stevens
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Four ways to keep good employees engaged

The engagement levels of company employees can make all the difference between customer retention and defection.
by TheWiseMarketer.com published by Pete Clark
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Why customers love to complain

Complaining, complaining, complaining…more and more people are complaining about everything.
by Peter Niemeyer
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Six steps to keep the brand alive when the economy slides

When the economy slides, most companies try to cut back on what they see as a cost centre: marketing, branding, and advertising.
by TheWiseMarketer.com published by Pete Clark
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