Return on Behavior Magazine
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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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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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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..

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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”.

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Perspectives on corporate branding strategy

Martin Roll, one of the worlds foremost authorities on branding, provides his view on corporate branding strategy in this comprehensive article.
by Martin Roll
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Good relations between your CRM and CEM

As promised in the previous edition – Michael Leander Nielsen and TeleFaction provides you insights on how CRM and Customer Experience Management work effectively together.
by Michael Leander
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Facts you cannot ignore as a customer service or marketing manager

If you attend a marketing, management or customer service conference, you are bound to hear a whole bunch of quotes and “buzz-sentences”…
by Michael Leander
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Trends in customer contact centres

Bright produce the leading benchmarking survey for customer contact centres in the Nordic countries.
by Mats Rennstam
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Inspiring megatrends for 2030

The character of business in year 2030 is shaping up now, as three trends assume more compelling roles in business today.
by Rolf Jensen
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Six universal drivers to assure customer satisfaction

A study in the summer of 2006 revealed (again!) that consumers rated customer service as the number one influence for their loyalty to a company.
by Fredrik Abildtrup
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Customer satisfaction delivers future cash flow

How can marketers better link their activities to the measures that matter most to CEOs? We look into a study from 2003…
by TeleFaction A/S
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Service and marketing facts you cannot ignore

This article provides you with hardcore facts, that any contact center manager, marketing manager, call center manager and CEO cannot ignore.
by TeleFaction A/S
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The role of marketing in the experience economy

Marketing often plays a highly circumscribed role of marketing communications in companies.
by Michael Leander
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Loyal behavior reflects on ROI

Persistence with loyalty development undoubtedly led to a surplus on the bottom line, and simply proves the invaluable link between…
by Peter Winther
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Creating customer experience

From 1990 to 2000 the number of products available to the world doubled.
by Jens Ørnbo
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Experiential marketing growing

Consumers report that experiential marketing is more influential. And that makes sense for marketers too.
by Michael Leander
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The money in your Customer Experience

The service, that your customers experience is a key component in your ability to secure customer loyalty.
by Fredrik Abildtrup
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attention

Learn why employees need more attention

The secret to creating lasting customer experiences is to identify and address the areas of improvement for employees in the frontline.
by Fredrik Abildtrup
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