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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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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 […]

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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
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loyalty sign

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. With Pepsi cancelling its 23 year stint of Super Bowl commercials to instead invest ...
by Jana Taylor
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Keeping the pace with customer expectation

Author Chintan Bharwada talks to us on how we can work with the data we receive from our customers to give them more of what they want and expect from you as a business. The significance of data is that you can see behaviour ch...
by Chintan Bharwada
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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. Phrases such as points program, ...
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. We came up with the term ‘Return on Behavior’ because we believe that working with employees and customers takes more than on...
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. Today, the Web has become an important, and transformational pl...
by Allan Tan
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Seven Secrets of Driving Customer Loyalty

In these rough and recessionary times it’s important to escape commodity pricing wars as well as find ways to strengthen the marketing backbone of your company. The most reliable and affordable way to achieve both these goals...
by Micah Solomon
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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. Bringing the customer’s point of view into company operating decisions has become a such a comm...
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. Terrorists are folks with whom we should never neg...
by Marianna Chapman
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extremes

Customer Experience is all about EXTREMES

When you pick a yearly report of a company operating in a saturated market, make a test and skim the pages forward to the marketing or customer service section. Often you will find figures such as “our customer satisfaction i...
by Peter Niemeyer
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web satisfaction

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. Being customer centric on the Web is all about helping your customers complete top tasks quickly and easily. The ...
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. This is a worthwhile endeavor, but of...
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. Good customer service is the lifeblood of any business. However, in a ...
by Lee Martin
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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). And these are useful. But sometimes, we need more than a reminder. Sometim...
by Kevin Stirtz
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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

 
 
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
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