Edition 31

Measuring the customer experience

We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience..

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Putting C-Sat Data into Action

Author and speaker Greg Levin puts it this way - “Finding fresh water in the middle of the desert doesn’t help you – unless you drink it”. Read this »

Bad customer experiences are more expensive than you think

How much does a bad customer experience cost? The number may surprise you. Read this »

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. Read this »

Excellence is everywhere

Author Brian Wolf gets asked frequently “Which countries are the most advanced in loyalty marketing?”
His view is that here are no great countries, just great companies… Read this »

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 Scott from Loving Outdoors argues that these criteria may not be enough any more… Read this »


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