Return on Behavior Magazine
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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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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
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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. A “new” product is not really “new.” A great-looking item on an info-commercial works much differentl...
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. It is said that you need to be more conservative in the times of a crisis. This...
by Fredrik Abildtrup
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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. As Stephen R. Covey, Bob Whitman and Breck England point out...
by Elisabeth Goodman
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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. While still valid today, Kotler’s original fo...
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. During these uncertain times, is it possible that some of your custome...
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. In the competitive market environment of today, organizations need to...
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. It is evident, however,that in these times customers are more ca...
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. A case in point: 50 percent of the memb...
by Terry Corbell
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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. When revenues decline, business owners are forced to reduce expenses.  However, the challenge is to make sure that your cost...
by Daniel Alcorn
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word of mouth marketing

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 ...
by Jay Gronlund
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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...
by Max Kalehoff
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cost of customer experience

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...
by James Digby
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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....
by Laura Ries
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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...
by Laura Patterson
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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...
by Myra Golden
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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...
by John Hersey
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