Edition 19

Prerequisites for cross and up-sales

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. Read this »

Personality Traits of B2B Decision Makers

When we want to get inside our prospective and current customers’ heads, we can be on the lookout for five traits that help build context.

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Apostles and Terrorists – Understanding Customer Loyalty

We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. Read this »

Listen, learn, and avoid consumer boycotts

Consumers are becoming increasingly proactive in the way they deal with companies following a poor customer experience, according to the ‘Customer Experience Impact Survey’. Read this »

Four keys to building loyalty in the hospitality industry

With customers focusing on location and cost in their hotel choice stays, and since a hotel property’s location is fixed, building guest loyalty is crucial - but how can it be achieved? Read this »

Consumer Behavior Revolution

There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks. That is, according to some…. Read this »

The Expanding Universe of Customer Service

The way in which we care for customers is expanding fast. Welcome to the exciting world of social media.. A growing trend in the Twitter universe is customer service support. Read this »

Top 10 marketing trends for 2010

Looking ahead to 2010, marketers will face continuing hard times with an increasing consumer focus on personal choice in terms of marketing media. Read this »


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