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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Is Behavioural Science a Key to Luxury Loyalty?

Although the luxury car market has historically been considered ‘recession proof’, the current economic crisis has sent many makers’ sales plummeting. Mercedes Benz, BMW and Lexus all reporting losses in Septe...
by TheWiseMarketer.com published by Pete Clark
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Going Beyond Behavioral Loyalty

Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. But not so fast! Loyalty does not always have the same wellspring as there are dif...
by Peter Niemeyer
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Five Strategies For Guaranteeing Customer Loyalty

Customer retention has always been one of the most cost effective ways to increase business revenue. According to the international consulting firm Bain & Company, you can increase profits by as much as ninety-five percent ...
by Bob Lucas
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Key Consumer Trends for an Uncertain 2009

Against a global background of citizens and businesses being shaken rudely into uncertainty by the economic crisis, Mintel has forecast the five main ways in which consumers are likely to adapt and make the best of 2009. To beg...
by TheWiseMarketer.com published by Pete Clark
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Your company’s bottom line is tied to customer satisfaction

You can measure your company’s value by your customer service! Researchers discovered that regardless if your customer service is outsourced either on shore or off shore this affects the net worth of your business. If you...
by Leanne Hoagland-Smith
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Defining Your Customer Service Culture

Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide...
by Bob Lucas
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Customer Expectations vs. Customer Needs

The first rule of stellar service delivery is: Service is all about expectations.. You buy a product; you expect it to work the first time. You go to a discount supplier, you expect the quality to be less than the high end deal...
by Ray Miller
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Going Beyond Behavioral Loyalty

Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. But not so fast! Loyalty does not always have the same wellspring as there are dif...
by Peter Niemeyer
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Customer Focus in a Slow Economy

In these tough and challenging times, getting the customer experience right is critical… I wanted to call this article “Sharpen Your Customer Focus You Will Lose Customers!” but a few of my colleagues thought this was...
by Ray Miller
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The Most Important Customer Service Question

If marketing is the fuel for your business then customer service is the octane… The higher the octane, the better your business will run. Customer service is actually part of the marketing process. It affects word of mout...
by TeleFaction A/S
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You Are The Leader – Customer Excellence Begins With You

Your organization is like an engine – and you are the switch that can ignite excellence.. In today’s competitive marketplace, extending excellent customer service is essential to the survival of any business. I hope by ...
by Donn Kirst
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Building Loyalty – 5 Steps to Succeeding in Difficult Times

Consistently deliver a truly awesome customer experience each and every day.. Let’s face it, more and more people are worried about the current economic conditions and how they will be impacted. Comments such as, “O...
by Blaine Millet
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Pitfalls in customer surveys

“Our customer satisfaction doubled in comparison to last year”. “Our customers are the most satisfied throughout the industry”. “95% of our customers consider our service excellent”. Everyone has heard these stateme...
by Peter Niemeyer
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Is Your CRM System Doomed To Fail?

Make your CRM implementation a success by first defining the rules of use.. “Right, People. Let’s blast out that mail campaign we’ve been planning for so long.” It’s time to put your trusty CRM software to work; to le...
by Perry Norgarb
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5 Traits You Cannot Teach In Customer Service

There are some character traits that cannot be taught in Customer Service.. If we could, we would because it would make the whole world a better place, not just Customer Service. We can’t, therefore we work with people wh...
by Leonard Buchholz
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Why Customer Focus Differentiates

Discover the benefits of customer focus and the link with customer loyalty and profitability.. Has this ever happened to you? You’re in a hurry. You want to complete your business and the person serving you is preoccupied...
by Ray Miller
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Embrace Your Customer’s Complaints

Delivery of high quality customer service is, in truth only as complicated as, we the deliverers make it. And my, don’t we often make it complicated.. It sounds so obvious, but then so does much of what have often seemed ...
by TeleFaction A/S
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