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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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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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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Growing your Business one Customer at a time

Rule #1: Think of customers as individuals.  Once we think that way, we realize our business is our customer, not our product or services.
by Liz Tahir
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The 6 key factors that influence customer loyalty

Customer loyalty is widely accepted as being worth nurturing, but what are the main business factors that directly influence the loyalty of your customers?
by TheWiseMarketer.com published by Pete Clark
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Ten Truths We Refuse To Believe About Customer Alignment—and CRM

Have you ever sat down and pondered why customer-alignment – including CRM – is so hard for so many companies?
by Richard A. Lee
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Leverage the Six Stages of Customer Loyalty: Attract Suspects and Convert Prospects

Customers become loyal to your company and its products and services one transaction at a time.
by Jill Griffin
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Barring “Unknown Unknowns,” 2008 Will Be the Year of Customer Valuation

Customer valuation has traditionally been a tantalizing customer management tool—full of untapped promise. This will be the year it comes into its own, I predict.
by Graham Hill
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Customer satisfaction versus customer loyalty

Companies have much enthusiasm for customer satisfaction. Many see it as a way of making customers happy, and others look at measuring loyalty.
by TheWiseMarketer.com published by Pete Clark
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ALERD: The new paradigm in dynamic customer surveying.

ALERD = Ask, Listen, Evaluate Response, Dialogue! Innovative players across such industries as banking, insurance, financial services, publishing, media, telecom and utilities are opting out of the old fashioned static customer...
by Michael Leander
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Don’t Silo-Out the Customer Service Department

In the increasing trend of out-sourcing customer service departments overseas, we look to giving you some very good reasons why it should be closer to home.
by David Rance
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Why we should maybe “Hurry Up and Wait” more…

Is it right that a company should profit more at the expense of wasting customer’s time?
by Liz Tahir
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Word of Mouth Versus Traditional Marketing. Friend or Foe?

Social marketing is fast becoming a steady fixture for the majority of marketers.
by Graham Hill
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Sick of Rotten Call Centers? Do Something About It!

Barely a day goes by without another story of uncaring call centre staff treating customers like dirt…
by Graham Hill
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The state of Customer Experience 2007

According to a recent report, outstanding customer service is more important than low prices and quality products.
by Michael Leander
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Turning Customers Into Good Corporate Citizens

For many businesses, customers are only useful because they buy. You can’t knock that, but there is so much more that customers could do.
by Francis Buttle
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Customer centricity: Doing the right thing for the customer

The strategy of customer centricity is a well accepted method of winning customer satisfaction, loyalty and even increased profits.
by Stephen Hewett
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Have a Plan: Customer-Centricity Doesn’t Happen by Osmosis

In business, the words “planning” and “customer-centric” seldom appear in the same paragraph, let alone in the same sentence.
by David Rance
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Maslow’s Theory Applies: Nurture Advocacy by “Tree” Rings Around Touch-Points

If you’ve ever taken a marketing course, or read marketing literature, you’re probably familiar A.Maslow.
by Michael Lowenstein
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Creating and Feeding the Customer Management Strategy

Businesses stand to reap massive rewards by regularly reviewing strategies that enable them to  create value for their customers.
by Doug Leather
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