Return on Behavior Magazine
Home for marketing and customer service professionals


 
 

 
where measurement begins

Where Measurement Begins

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 measurin...
by David Slavick
2

 
 
amazon magic

Fathoming Amazon: 9 Things to Know (Infographic)

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 st...
by TeleFaction A/S
1

 
 
stevejobs_article image

What Steve Jobs Taught Us About Loyalty

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 busin...
by Jim Sullivan
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balance

CEM Journey : Struggling with the old demons of marketing & strategy

More than ever it is becoming a challenge to help people’s mindsets evolve and embrace the new vision of the customer that is embedded within CEM and EFM. As I move in educating & working along with customers, student...
by Frederic Gilbert
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winning brands

Brands who do it right

When it comes to building a successful brand, an unwavering dedication to making customers happy is an often forgotten but vital element. Earlier this year, Temkin asked 6000 US consumers to rate their interactions with differe...
by Bruce Temkin
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art of keeping

Measuring the customer experience

We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience..
by James Digby
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costy of bad cem

Bad customer experiences are more expensive than you think

How much does a bad customer experience cost? The number may surprise you.
by Tim Sanchez
1

 
 
customers right

It’s not about the customer…

Customer service is a sometimes long-forgotten asset. To create unforgettable customer service, you need to begin with unforgettable employee experiences.
by John Hersey
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currency

Relationship capital: the new currency in customer services

Companies are traditionally valued based on profit, assets and liabilities, but Scott from Loving Outdoors argues that these criteria may not be enough any more…
by Scott @ Loving Outdoors
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infographic

Global Customer Service Barometer

The recent report published published by American Express® tells us the state of the customer service industry - with some interesting findings!
by James Digby
1

 

 
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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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

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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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
3

 
 

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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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
2

 

 
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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loyalty sign

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 relation...
by Bailey Shoemaker Richards
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Keeping the pace with customer expectation

Author Chintan Bharwada talks to us on how we can work with the data we receive from our customers to give them more of what they want and expect from you as a business.
by Chintan Bharwada
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Loyalty without Bribery

Author Glenn Harrington of Articulate explains to Return on Behavior Magazine how to develop loyalty schemes and work with the information without having to bribe customers for their business.
by Glenn Harrington
2

 

 

3 Steps To Start Listening To Your Customers

In TeleFaction we have worked with the Voice of the Customer disciplines for almost 10 years now.
by Fredrik Abildtrup
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Seven Secrets of Driving Customer Loyalty

In these rough and recessionary times it’s important to escape commodity pricing wars as well as find ways to strengthen the marketing backbone of your company.
by Micah Solomon
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Who translates today’s voice of the customer to tomorrow’s actions?

We look at how translating today’s lessons into actions that make a positive difference for customers and organizations alike.
by Linda Ireland
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Quit Treating Customers Like Terrorists

Now that’s a strong statement, however, author Marianna Chapman, President of HALO Business Advisors looks at why this is very relevant today in all the different industries.
by Marianna Chapman
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5minutes value

5 minutes on the value of customer service

Lee Martin, the Managing Director of Toojays Training & HR Consultancy looks at how valuable customer service is, and what steps you can take to change.
by Lee Martin
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The Gravity of Customer Experience Enhancement

Speaker and organizational consultant Joesph Michelli shares with us how important customer loyalty is to a business.
by Joseph Michelli
2

 
 
customer service not as good

Your Customer Service: It’s Not As Good As You Think

Ask any business owner if he/she provides excellent customer service and they will undoubtedly answer in the affirmative.  Are your customers satisfied?
by Eric Tompkins
2

 
 

Eight mistakes to avoid with your customer loyalty program

Matt Heinz, the principle of Heinz marketing guides you through the best practices in creating a loyalty scheme.
by Matt Heinz
2