Return on Behavior Magazine
Home for marketing and customer service professionals


 
 

 
CEE2011_Berlin

Customer Experience Exchange 2011

We were recently invited along to the recent Customer Experience Exchange down in Berlin as one of the Media partners, and could not turn down the chance to meet and talk with some of the biggest and brightest names working wit...
by Fredrik Abildtrup
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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

 
 
Experiensumer

Experiensumer : The new consumer profile

Many brands, and an entirely market are increasingly pointing out to a new consumer profile, the experiensumer. Characteristics of this profile are: - Sees consumption far beyond a transaction or a process, with a more experien...
by David Camps
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loyalty

Flying high with Aimia: Interview with VP of Knowledge Development

We catch up with Rick Ferguson, VP of Knowledge Development at Aimia (formally Groupe Aeroplan) to discuss the pros and cons of utilizing coalition loyalty programs over traditional loyalty cards, and the importance of the prog...
by TeleFaction A/S
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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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excellence is everywhere

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…
by Peter Clark
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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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standing out_edited-1

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.
by Peter Clark
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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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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?”
by James Digby
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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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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 yo...
by TeleFaction A/S
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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.
by TeleFaction A/S
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Building Giving into Business: 5 Trends for Companies to Consider

Doing well by doing good: it’s not just a corporate catch phrase or nice-to-do anymore, it’s a must do for a growing number of businesses.
by Jana Taylor
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Building lasting and profitable customer dynamic engagements

The Internet is changing the way businesses engage with their customers. No longer is the front desk or the telephone the only means of interacting with customers.
by Allan Tan
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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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Focusing on your target customer

In today’s highly competitive world, there is a natural tendency to focus on the product or service, to somehow update it or improve it so you can stay one step ahead of your competition.
by Jay Gronlund
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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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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

 
 

How to Build Customer Loyalty – Make and Keep Credible Promises

It is no wonder that very few companies enjoy customer loyalty nowadays. Consumers are skeptical of company promises.
by Scott Glatstein
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less is more

Achieving more value with less

Author and Consultant Elisabeth Goodman looks at how you can achieve customer and employee loyalty by taking an intelligent approach to your organisational resources.
by Elisabeth Goodman
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Improving Customer Retention during a Slowdown

Daniel Alcorn looks at 5 statistics you should consider before creating your next marketing strategy.
by Daniel Alcorn
1

 
 

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.
by Adrian Furnham
1

 
 

Give your customer a wink

Once upon a time, business owners used to know their customers by name.    
by Daniela Guido
1

 

 

WoM marketing worth US$3bn by 2013

Spending on word-of-mouth (WoM) marketing rose by 14.2% to US$1.54 billion in 2008, despite the worst economic recession in 70 years.
by TheWiseMarketer.com published by Pete Clark
4

 
 

Opinion: Why customer satisfaction surveys don’t work

Your customers are irrational. You may think you already knew that, but — as recent research suggests — it’s true. In fact, we’re all irrational.
by William Cusick
1

 
 

Everybody is Wrong

What conventional wisdom that “everybody knows” can you challenge?
by David Meerman Scott
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Seven Ideas to Stop Marketing Wastage

In any organisation, marketing is one of the most difficult functions, largely because there’s so much to do and so little time…
by TheWiseMarketer.com published by Pete Clark
1

 
 

Is Behavioural Science a Key to Luxury Loyalty?

Although the luxury car market has historically been considered ‘recession proof’, the current economic crisis has sent many makers’ sales plummeting.
by TheWiseMarketer.com published by Pete Clark
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Going Beyond Behavioral Loyalty

Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer.
by Peter Niemeyer
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Five Strategies For Guaranteeing Customer Loyalty

Customer retention has always been one of the most cost effective ways to increase business revenue.
by Bob Lucas
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Key Consumer Trends for an Uncertain 2009

Against a global background of citizens and businesses being shaken rudely into uncertainty by the economic crisis, Mintel has forecast the five main ways in which consumers are likely to adapt and make the best of 2009.
by TheWiseMarketer.com published by Pete Clark
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Your company’s bottom line is tied to customer satisfaction

You can measure your company’s value by your customer service!
by Leanne Hoagland-Smith
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