Return on Behavior Magazine
Home for marketing and customer service professionals


In The Spotlight

where measurement begins
Customer Experience

Where Measurement Begins

Posted  December 15th, 2011  by  David Slavick

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 measuring sticks thoughtfully, you’ll have results that not only keep the gears greased in the short term but propel […]

Full Story »
amazon magic
Customer Experience

Fathoming Amazon: 9 Things to Know (Infographic)

Posted  November 21st, 2011  by  TeleFaction A/S

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 steeper: the million-title-bookseller turned world’s-largest-retailer hit the $50 billion sales mark in half […]

Full Story »
stevejobs_article image
Customer Experience

What Steve Jobs Taught Us About Loyalty

Posted  October 17th, 2011  by  Jim Sullivan

I think a few words on the impact Steve Jobs, founder of Apple, had on the concept of customer loyalty – and life – are in order. Consider this a tribute to him and his memory as it relates to all of us in the loyalty business. If you consider how Jobs thought, you might […]

Full Story »
RedPillBluePill470x240
Operations

A look into conferences: How do they impact your ROI?

Posted  August 15th, 2011  by  Andreas Wessel Knaack

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.. The investment is often quite substantial since you have to add transportation and accommodation to the often quite high […]

Full Story »
using csat
Operations

Putting C-Sat Data into Action

Posted  June 8th, 2011  by  Greg Levin

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”. It’s the same thing with obtaining timely customer data and direct feedback via a C-sat surveying process: It won’t help your business – or your customers – unless […]

Full Story »
50 facts
Customer Experience

50 Facts about Customer Experience

Posted  October 26th, 2010  by  James Digby

Following from the success of our past article “23 facts about customer loyalty and customer satisfaction” we have compiled a list of 50 facts that you should know about customer experience to help you follow the trends and stay ahead of the competition in 2011. Facts about customer experiences and referrals 96% of unhappy customers don’t […]

Full Story »

 
 

 
50 facts

50 Facts about Customer Experience

Following from the success of our past article “23 facts about customer loyalty and customer satisfaction” we have compiled a list of 50 facts that you should know about customer experience to help you follow the t...
by James Digby
57

 
 

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. Perhaps this fact is further aided by downward trends in traditional advertising and marketin...
by TheWiseMarketer.com published by Pete Clark
4

 
 

The Three R’s Of Customer Service Or “Can You Relate?”

Great customer service is a decision that starts as part of your company mission statement. It must be included when defining your company values and business plan. It must be supported and believed through out your entire orga...
by David Mount
3

 

 
 

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...
by Fredrik Abildtrup
3

 
Advertisement
 

The Power of Perceptions in Shaping Customer Satisfaction

Is the glass half empty or half full? The definition resides in your customers’ eyes.. Isn’t it interesting how our perceptions rule our beliefs and actions? So much of the brain research today seems to support the ...
by Adele Sommers
3

 

 

The Gravity of Customer Experience Enhancement

Speaker and organizational consultant Joesph Michelli shares with us how important customer loyalty is to a business. My first job in organizational development was in healthcare. More than two decades later (I can’t possibly...
by Joseph Michelli
2

 
 
behavior

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 Many companies are focused on innovating with new products, inviting store experiences and ent...
by Lisa Grantham
2

 

 

Consumer Behavior Revolution

There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks. That is, according to some…. Social Media evangelists suggest that, especial...
by Daniela Guido
2

 
 

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. Phrases such as points program, ...
by Glenn Harrington
2

 
 

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...
by Matt Heinz
2

 

 
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? Again a business owner will answer yes.  But the follow-up question ofte...
by Eric Tompkins
2

 
 

Experiential marketing growing

Consumers report that experiential marketing is more influential. And that makes sense for marketers too. For the third consecutive year Jack Morton Worldwide has conducted proprietary research in the US, UK, China and Australi...
by Michael Leander
2

 

 
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

 
Advertisement
 

ALERD: The new paradigm in dynamic customer surveying.

ALERD = Ask, Listen, Evaluate Response, Dialogue! Innovative players across such industries as banking, insurance, financial services, publishing, media, telecom and utilities are opting out of the old fashioned static customer...
by Michael Leander
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. The following article, entitled “Square Holes for Square Pegs,” writte...
by Adrian Furnham
1

 
 

Give your customer a wink

Once upon a time, business owners used to know their customers by name.     They had a pen behind their ears, ready to make notes about Maria’s product preferences or Paul’s need for garden material. They ...
by Daniela Guido
1

 
 

ALERD, Part 2: the new paradigm in dynamic customer surveying: Ask, Listen, Evaluate Response, Dialogue!

In part 2 of the article series ALERD, the new paradigm in dynamic customer surveying: Ask, Listen, Evaluate Response, Dialogue! - Michael Leander addresses the 7 most important considerations for increasing the value of ...
by Michael Leander
1