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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Fathoming Amazon: 9 Things to Know (Infographic)

The guys over at Frugaldad have been thinking about Amazon recently, and with good reason. The story of its growth in the last 17 years can only be compared to the thunderous rise of Walmart.  And in some ways, the curve is st...
by TeleFaction A/S
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A look into conferences: How do they impact your ROI?

One of the consequences of the financial crisis is an increased focus on how the companies spend their resources on training and conferences. This has created a renewed debate on the real value of attending conferences..
by Andreas Wessel Knaack
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Analyst Research Highlights Need To Provide A Unified Customer Experience

We look at the findings from the recent research commissioned from IDC looking at how retailers can improve their sales and customer retention 
by Ariel Lüdi
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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”.
by Greg Levin
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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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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.
by Brendan Cruickshank
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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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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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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!
by TeleFaction A/S
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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.
by Tyme White
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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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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.
by Eric McNulty
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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
by Lisa Grantham
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Consumer Loyalty

One of the most important things any company can do to help ensure its survival is invest in practices that create consumer loyalty and good customer service is the foundation on which businesses can build satisfactory relation...
by Bailey Shoemaker Richards
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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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Loyalty without Bribery

Author Glenn Harrington of Articulate explains to Return on Behavior Magazine how to develop loyalty schemes and work with the information without having to bribe customers for their business.
by Glenn Harrington
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3 Steps To Start Listening To Your Customers

In TeleFaction we have worked with the Voice of the Customer disciplines for almost 10 years now.
by Fredrik Abildtrup
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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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Quit Treating Customers Like Terrorists

Now that’s a strong statement, however, author Marianna Chapman, President of HALO Business Advisors looks at why this is very relevant today in all the different industries.
by Marianna Chapman
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The one measure of customer satisfaction on the Web

Task completion has by far the biggest impact on customer satisfaction on the Web. Everything else is just noise.
by Gerry McGovern
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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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6 steps to Improve Customer Service Right Now

We get a lot of advice about how to deliver great customer service. Many of the tips are reminders of what we already know (but we occasionally forget).
by Kevin Stirtz
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Eight mistakes to avoid with your customer loyalty program

Matt Heinz, the principle of Heinz marketing guides you through the best practices in creating a loyalty scheme.
by Matt Heinz
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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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Five Incentives for Customer Experience Focus

Fredrik Abildtrup, CEO of TeleFaction guides you through techniques that can be implemented by looking at customer experience in a whole new light.
by Fredrik Abildtrup
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Four P’s Of Customer Retention

It has been approximately 40 years since marketing professor and guru Dr. Philip Kotler coined the concept of the four P’s of marketing – product, price, place, and promotion.
by Steven Howard
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7 Ways to Keep Your Existing Customers

Author and Speaker Mark Holmes ask us if customer loyalty is increasing, and looks at how you can keep existing business, or create new sales opportunities.
by Mark Holmes
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The basics of Total Quality Management

Analysis writer Christina Pomoni looks at how the strategy of Total Quality Management can help organizations change the way they do business for the better.
by Christina Pomoni
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5 Steps to Keeping Your Customers

Financial turmoil, economic crisis, credit crunch – haven’t we heard enough? The CEO of TeleFaction looks at ways you can find ways of keeping your customers.
by Fredrik Abildtrup
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Strategies for Maximum Customer Loyalty, Profits

If you’re finding it a challenge to create profits, you might appreciate knowing that you’re not alone. Profits in this Great Recession are elusive  for other businesspeople, too.
by Terry Corbell
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