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..

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”.

Full Story »

 
 

 
Untitled-6

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.
by TheWiseMarketer.com published by Pete Clark
0

 
 
Untitled-7

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.
by Peter Niemeyer
0

 
 
Untitled-8

Five Strategies For Guaranteeing Customer Loyalty

Customer retention has always been one of the most cost effective ways to increase business revenue.
by Bob Lucas
0

 

 
Untitled-4

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.
by TheWiseMarketer.com published by Pete Clark
0

 
Advertisement
 
Untitled-10

Your company’s bottom line is tied to customer satisfaction

You can measure your company’s value by your customer service!
by Leanne Hoagland-Smith
0

 

 
Untitled-11

Defining Your Customer Service Culture

Organizations go to great lengths to differentiate themselves from one another, usually at much expense.
by Bob Lucas
0

 
 
Untitled-9

Customer Expectations vs. Customer Needs

The first rule of stellar service delivery is: Service is all about expectations..
by Ray Miller
0

 

 
Untitled-7

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
0

 
 
Untitled-3

Customer Focus in a Slow Economy

In these tough and challenging times, getting the customer experience right is critical…
by Ray Miller
0

 
 
5

The Most Important Customer Service Question

If marketing is the fuel for your business then customer service is the octane…
by TeleFaction A/S
0

 

 
Untitled-2

You Are The Leader – Customer Excellence Begins With You

Your organization is like an engine – and you are the switch that can ignite excellence..
by Donn Kirst
0

 
 
2

Building Loyalty – 5 Steps to Succeeding in Difficult Times

Consistently deliver a truly awesome customer experience each and every day..
by Blaine Millet
0

 

 
1

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”.
by Peter Niemeyer
0

 
Advertisement
 
Untitled-12

Is Your CRM System Doomed To Fail?

Make your CRM implementation a success by first defining the rules of use..
by Perry Norgarb
0

 

 
5

5 Traits You Cannot Teach In Customer Service

There are some character traits that cannot be taught in Customer Service..
by Leonard Buchholz
0

 
 
7

Why Customer Focus Differentiates

Discover the benefits of customer focus and the link with customer loyalty and profitability..
by Ray Miller
0

 
 
8

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..
by TeleFaction A/S
0