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June 10th, 2012

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Written by: TeleFaction A/S

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About the Author

TeleFaction A/S

TeleFaction is an international privately owned, Danish company founded in 2002. We deliver Return on Behavior®, a patented concept that helps large organizations drive growth and increase profitability through improved customer loyalty. Our clients believe that the process of becoming customer-centered starts from acknowledging that their performance for service can always get better.

Our team of experts within Customer Experience Management produce surveys, gather and analyze data on your customers’ level of satisfaction at all contact points. These measurements are used to understand the clients´ needs in order for you to create positive customer service that guarantees retention. As a result, you also increase employee engagement, sales efficiency and improve your product and services.

This is because, at TeleFaction, we know that the bottom line of any effective customer service strategy is the maintenance of a constant corporate message that managers, employees, and customers understand and trust.






 
 

 
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
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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
1

 
 
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
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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
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Advertisement
 
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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
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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
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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
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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
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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
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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
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