Return on Behavior Magazine
Home for marketing and customer service professionals


November 21st, 2011

Experiensumer : The new consumer profile


About the Author

David Camps

I´m a customer experience professional, devoted to help companies succeed in their emotional connection with their customers. Spanish-English bilingual.

Experience Engineer

Founder of the Client-Experience project




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

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


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


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

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 yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive. T...
by Tim Sanchez


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


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


Why Regular Communication helps Customer Retention

Why Regular Communication helps Customer Retention

Your ‘herd’ feel you’re interested in them It enhances the sense of value in what you offer It increases their awareness of  ‘you’ as the person they have a relationship with Even your laziest customers are kept info...
by Joe Pélissier

brand vs customer

Brands versus the Customer Experience

To understand what is relevant and does get traction with customers, it is critical to recognize that the pursuit of market share and commodity sales are not the same thing. Germane to this distinction are the two buying perso...
by John Todor

customer development conversation

The Art of the Customer Development Conversation

By now all Lean Startup and Customer Development practitioners should know that if you’re not getting out of the building, you’re not doing Customer Development. Each of the following, while often a necessary and beneficial...
by TeleFaction A/S


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