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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customer service

Tips for Hiring Customer Service Champions

Customer service representatives are the underappreciated front lines of any business. They will make the difference between keeping customers and having to go out and find new ones.
by Brendan Cruickshank
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standing out_edited-1

The 15 business benefits of a loyalty initiative

When justifying a loyalty initiative, too many executives focus ONLY on the financials, but there are 15 major business benefits – each a competitive advantage – that only a loyalty initiative can provide.
by Peter Clark
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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
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social media survey

How to use surveys to power your social media campaigns

The question that needs to be on everyone’s minds when starting a social media campaign is “How well do you know your audience?”
by James Digby
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challenging cms

Why You Should Love Challenging Customers

Author and speaker Jeff Korhan discusses why you should find those customers you would usually say no to.
by Jeff Korhan
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road to cm experience

The Road to Customer Loyalty

Customer satisfaction has long been the predominant measure of a company’s success. 
by Peggy Carlaw
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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.
by John Todor
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10 resolutions

10 Customer Experience Management Resolutions for 2011

10 steps to creating a successful customer feedback program that you can start doing straight away to produce results!
by TeleFaction A/S
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improving customer service copy

Improving Customer Service

Many business owners place so much effort on creating a quality product and gaining new customers, they often do not think about the need to retain customers after they purchase the product or service.
by Tyme White
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4 dimensions

The 4 dimensions of an ideal B2B customer…

What does your ideal customer or prospect look like? The question is an important one, because too many sales pipelines are still full of prospects that are unlikely to buy anything, that you are unlikely to win, or which if yo...
by TeleFaction A/S
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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.
by TeleFaction A/S
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three r

The Three R’s Of Customer Service Or “Can You Relate?”

Great customer service is a decision that starts as part of your company mission statement. It must be included when defining your company values and business plan.
by David Mount
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multi channel customer experience

Multi-channel customer experience

We have contact centers, emails, web, events and of course social media, and all have different ways of interacting with customers, and different data sets.
by James Digby
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gambling on loyalty

Gambling on Loyalty and Winning

Author Eric McNulty takes a look into the gambling industry to see how they leveraged the use of loyalty to turn a second tier company into a world class brand within the industry.
by Eric McNulty
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behavior

Companies in denial when it comes to providing good customer service

Lisa Grantham, Director of Marketing for Northern Europe at Nuance Communications, discusses the economics of call centre automation
by Lisa Grantham
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behavior impacting

How is your behaviour impacting customer loyalty?

As business owners we’re constantly looking for ways to engage our customers in a meaningful way that keeps them loyal, and ensures they buy more from us, more frequently.
by Joel Norton
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no excuse for bad customer service

Poor customer service, there is no excuse

Businesses fail because of two main causes – they can’t generate enough sales or they are poor at customer service. The inability to generate sales can be influenced by many human, physical and environmental circumstances; ...
by Rob McKay
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