Edition 20

How much does bad customer service cost?

According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. Read this »

War in the Boardroom

As marketing professionals, we spend way too much of our time trying to sell our ideas to top management. Read this »

Customer Metrics Every Organization Should Track and Measure

The value of establishing and tracking customer loyalty and engagement is that they provide some effective leading indicators into how your customers are going to behave. Read this »

How to Completely Restore Customer Confidence After Things Go Wrong

Author Myra Golden looks at a case study of how you can still win back customers after things go wrong - by using the power of customer service. Read this »

Happy Employees Means Happy Clients

It has been found that it is impossible to keep a foundation of loyal customers without a foundation of loyal employees. Read this »

Customer Psycho-Economics In An Economic Crisis

Stress, confusion, uncertainty and even fear—these emotions are surging in the customer because of the economic crisis. 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. Read this »

Apostles and Terrorists – Understanding Customer Loyalty

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


  • Published by TeleFaction

    Want to know how Return on Behavior can help your business?
  • Tag Cloud