Home for marketing and customer service professionals
- 50 Facts about Customer Experience
- WoM marketing worth US$3bn by 2013
- The Power of Perceptions in Shaping Customer Satisfaction
- The Three R’s Of Customer Service Or “Can You Relate?”
- Experiential marketing growing
- Consumer Behavior Revolution
- Your Customer Service: It’s Not As Good As You Think
- The Gravity of Customer Experience Enhancement
- Loyalty without Bribery
- Companies in denial when it comes to providing good customer service
- More
- Customer Experience Exchange 2011
- Where Measurement Begins
- Fathoming Amazon: 9 Things to Know (Infographic)
- Experiensumer : The new consumer profile
- What Steve Jobs Taught Us About Loyalty
- CEM Journey : Struggling with the old demons of marketing & strategy
- Brands who do it right
- A look into conferences: How do they impact your ROI?
- Flying high with Aimia: Interview with VP of Knowledge Development
- Analyst Research Highlights Need To Provide A Unified Customer Experience
- More
- "[...] more see “50 Facts about Customer experience” (http://returnonbehavior.com/2010/10/50-facts-about..." - Ten reasons why LOYALTY is important for the fu...
- "It's a very interesting infographic showing how mush and how big Amazon has grown. I do believe they are j..." - Louis
- "Brilliant! Thanks James Douglas" - Douglas
- "[...] Offering a reward is a great way to instill customer loyalty. If you’re a business owner, thank you..." - Customer Loyalty: 3 Tips for Building a Strong ...
- "Hi James, thank you!! for put all the customer facts all together... including the sources. Do you have..." - María
- "Roger Frosh Roger Frosh IIn this scenario Perception is Reality….. and as is often quoted in th..." - Roger Frosh
- "Roger Frosh Roger Frosh IIn this scenario Perception is Reality….. and as is often quoted in th..." - Roger Frosh
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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. Let’s say you’re building a loyalty incentives program for your product. Everybody has great ideas abo...
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. A “new” product is not really “new.” A great-looking item on an info-commercial works much differentl...
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. It is said that you need to be more conservative in the times of a crisis. This...
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. As Stephen R. Covey, Bob Whitman and Breck England point out...
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. While still valid today, Kotler’s original fo...
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. During these uncertain times, is it possible that some of your custome...
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. In the competitive market environment of today, organizations need to...
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. It is evident, however,that in these times customers are more ca...
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. A case in point: 50 percent of the memb...
Improving Customer Retention during a Slowdown
Daniel Alcorn looks at 5 statistics you should consider before creating your next marketing strategy. When revenues decline, business owners are forced to reduce expenses. However, the challenge is to make sure that your cost...
Will Word of Mouth work for B2B?
By Jay Gronlund Does word-of-mouth marketing make much sense for B2B situations, and if so, how could companies effectively apply this? The internet has traumatized traditional marketing and is causing every manager in B2C, as ...
Don’t Worry About Customer Satisfaction If You’re Not Going To Do Anything About It
The science of harnessing customer loyalty and satisfaction is getting very trendy in business. And perhaps nothing has been more responsible for driving excitement than Net Promoter. Developed by Fred Reichheld, Net Promoter...
How much does bad customer service cost?
According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. The survey was carried out in 16 countries across the globe, with nearl...
War in the Boardroom
As marketing professionals, we spend way too much of our time trying to sell our ideas to top management. Meetings often turn into boardroom battles between management and marketing.On many occasions we have lost these battles....
Customer Metrics Every Organization Should Track and Measure
The value of establishing and tracking customer loyalty and engagement is that they provide some effective leading indicators into how your customers are going to behave. A survey by SAS and Peppers & Rogers Group polled 15...
How to Completely Restore Customer Confidence After Things Go Wrong
Author Myra Golden looks at a case study of how you can still win back customers after things go wrong – by using the power of customer service. Yesterday afternoon I dropped off a prescription for my daughter at my neigh...
Happy Employees Means Happy Clients
It has been found that it is impossible to keep a foundation of loyal customers without a foundation of loyal employees. The best employees prefer to work for companies that provide the type of exceptional value that creates cu...