Edition 27

Multi-channel customer experience

In this day and age, we are overwhelmed with the availability of touch points to an organization that we access to. Read this »

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 Read this »

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. Read this »

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. Read this »

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; but poor customer service is a human issue, full-stop. Read this »

50 Facts

Following from the success of our past article 23 facts about customer loyalty and customer satisfaction we have compiled a list of 50 facts that you should know about customer experience to help you follow the trends and stay ahead of the competition in 2011. Read this »

Building Giving into Business: 5 Trends for Companies to Consider

Doing well by doing good: it’s not just a corporate catch phrase or nice-to-do anymore, it’s a must do for a growing number of businesses. Read this »

Consumer Loyalty

One of the most important things any company can do to help ensure its survival is invest in practices that create consumer loyalty and good customer service is the foundation on which businesses can build satisfactory relationships with clients. Read this »


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