Edition 28

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! Read this »

The 4 dimensions of an ideal B2B customer…

What does your ideal customer or prospect look like? The question is an important one, because too many sales pipelines are still full of prospects that are unlikely to buy anything, that you are unlikely to win, or which if you won would turn out to be unprofitable. Read this »

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. Read this »

The Art of the Customer Development Conversation

By now all Lean Startup and Customer Development practitioners should know that if you’re not getting out of the building, you’re not doing Customer Development. Read this »

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. Read this »

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. 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 »


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