Edition 30

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!

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Tips for Hiring Customer Service Champions

Customer service representatives are the underappreciated front lines of any business. They will make the difference between keeping customers and having to go out and find new ones. Read this »

Relationship capital: the new currency in customer services

Companies are traditionally valued based on profit, assets and liabilities, but author Scott argues that these criteria may not be enough any more… Read this »

The 15 business benefits of a loyalty initiative

When justifying a loyalty initiative, too many executives focus ONLY on the financials, but there are 15 major business benefits - each a competitive advantage - that only a loyalty initiative can provide. Read this »

Why Regular Communication helps Customer Retention

If you think how much energy goes into winning a new client, customer retention is very important. And yet, good customers can slip away like slippery eels unless you are willing to keep in touch with them. Read this »

How to use surveys to power your social media campaigns

The question that needs to be on everyone’s minds when starting a social media campaign is “How well do you know your audience?” Read this »

The Road to Customer Loyalty

Customer satisfaction has long been the predominant measure of a company’s success. Author Peggy Carlaw discusses how to start on the long, but rewarding path.. Read this »

Why You Should Love Challenging Customers

Author and speaker Jeff Korhan discusses why you should find those customers you would usually say no to. Read this »


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