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	<title>Return on Behavior Magazine &#187; Customer Experiences</title>
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	<link>http://returnonbehavior.com</link>
	<description>Home for marketing and customer service professionals</description>
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		<title>Bad customer experiences are more expensive than you think</title>
		<link>http://returnonbehavior.com/2011/06/bad-customer-experiences-are-more-expensive-than-you-think/</link>
		<comments>http://returnonbehavior.com/2011/06/bad-customer-experiences-are-more-expensive-than-you-think/#comments</comments>
		<pubDate>Wed, 08 Jun 2011 13:05:58 +0000</pubDate>
		<dc:creator>Tim Sanchez</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Fastcompany]]></category>
		<category><![CDATA[Harris Interactive]]></category>
		<category><![CDATA[Infographic]]></category>
		<category><![CDATA[Online Retailers]]></category>
		<category><![CDATA[Shopping]]></category>
		<category><![CDATA[Tealeaf]]></category>
		<category><![CDATA[Wallets]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2909</guid>
		<description><![CDATA[How much does a bad customer experience cost? The number may surprise you. I read an article on FastCompany.com yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive. The survey concluded that online retailers may have lost a whopping $44 billion due to poor online customer experiences. The number is shocking, but not [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>10 Customer Experience Management Resolutions for 2011</title>
		<link>http://returnonbehavior.com/2011/02/10-customer-experience-management-resolutions-for-2011/</link>
		<comments>http://returnonbehavior.com/2011/02/10-customer-experience-management-resolutions-for-2011/#comments</comments>
		<pubDate>Wed, 02 Feb 2011 08:31:53 +0000</pubDate>
		<dc:creator>TeleFaction A/S</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Ambassadors]]></category>
		<category><![CDATA[Baseline Report]]></category>
		<category><![CDATA[Business Opportunities]]></category>
		<category><![CDATA[Business Strategy]]></category>
		<category><![CDATA[Customer Experience Management]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Customer Feedback Program]]></category>
		<category><![CDATA[Data Quality]]></category>
		<category><![CDATA[Dissatisfied Customers]]></category>
		<category><![CDATA[Implementation Processes]]></category>
		<category><![CDATA[Kick Off Meeting]]></category>
		<category><![CDATA[Launch]]></category>
		<category><![CDATA[Level Management]]></category>
		<category><![CDATA[Level Managers]]></category>
		<category><![CDATA[Management Support]]></category>
		<category><![CDATA[Measurable Goals]]></category>
		<category><![CDATA[Project Involvement]]></category>
		<category><![CDATA[Stakeholders]]></category>
		<category><![CDATA[Survey Results]]></category>
		<category><![CDATA[Unexpected Patterns]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2585</guid>
		<description><![CDATA[10 steps to creating a successful customer feedback program that you can start doing straight away to produce results! 1. Plan the project and get top-level management support&#160; Establish a vision of customer experience for the future that is aligned with your business strategy and values. Get top-level managers support and have them voice their [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>50 Facts about Customer Experience</title>
		<link>http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/</link>
		<comments>http://returnonbehavior.com/2010/10/50-facts-about-customer-experience-for-2011/#comments</comments>
		<pubDate>Tue, 26 Oct 2010 01:53:15 +0000</pubDate>
		<dc:creator>James Digby</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Accenture]]></category>
		<category><![CDATA[Article 23]]></category>
		<category><![CDATA[Customer Defection]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Customer Satisfaction Report]]></category>
		<category><![CDATA[customer service facts]]></category>
		<category><![CDATA[Defection Rate]]></category>
		<category><![CDATA[Dissatisfied Customer]]></category>
		<category><![CDATA[Dissatisfied Customers]]></category>
		<category><![CDATA[effect of good customer service facts]]></category>
		<category><![CDATA[facts about customer service]]></category>
		<category><![CDATA[Global Customer]]></category>
		<category><![CDATA[Mckinsey]]></category>
		<category><![CDATA[Mobius]]></category>
		<category><![CDATA[Negative Experience]]></category>
		<category><![CDATA[Newell]]></category>
		<category><![CDATA[Office Of Consumer Affairs]]></category>
		<category><![CDATA[Poor Quality]]></category>
		<category><![CDATA[Six Times]]></category>
		<category><![CDATA[spotlight]]></category>
		<category><![CDATA[Unhappy Customers]]></category>
		<category><![CDATA[White House Office]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2438</guid>
		<description><![CDATA[Following from the success of our past article &#8220;23 facts about customer loyalty and customer satisfaction&#8221; 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 [...]]]></description>
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		<slash:comments>44</slash:comments>
		</item>
		<item>
		<title>Who translates today&#8217;s voice of the customer to tomorrow&#8217;s actions?</title>
		<link>http://returnonbehavior.com/2010/09/who-translates-todays-voice-of-the-customer-to-tomorrows-actions/</link>
		<comments>http://returnonbehavior.com/2010/09/who-translates-todays-voice-of-the-customer-to-tomorrows-actions/#comments</comments>
		<pubDate>Thu, 09 Sep 2010 02:50:50 +0000</pubDate>
		<dc:creator>Linda Ireland</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Albert Einstein]]></category>
		<category><![CDATA[Business Goal]]></category>
		<category><![CDATA[Common Sense]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Decisions]]></category>
		<category><![CDATA[Definition Of Insanity]]></category>
		<category><![CDATA[Google]]></category>
		<category><![CDATA[Investing]]></category>
		<category><![CDATA[Ireland]]></category>
		<category><![CDATA[Marketing Sales]]></category>
		<category><![CDATA[Money]]></category>
		<category><![CDATA[Organization Performance]]></category>
		<category><![CDATA[Oxymoron]]></category>
		<category><![CDATA[Point Of View]]></category>
		<category><![CDATA[Product Marketing]]></category>
		<category><![CDATA[Quote]]></category>
		<category><![CDATA[Research Discipline]]></category>
		<category><![CDATA[Rich Vein]]></category>
		<category><![CDATA[Service Operations]]></category>
		<category><![CDATA[Strategic Research]]></category>
		<category><![CDATA[Voice Of The Customer]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2339</guid>
		<description><![CDATA[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 common business goal that we now have Voice of the Customer as an official-sounding way to describe this thinking as a strategic research discipline. [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Experience is all about EXTREMES</title>
		<link>http://returnonbehavior.com/2010/06/customer-experience-is-all-about-extremes/</link>
		<comments>http://returnonbehavior.com/2010/06/customer-experience-is-all-about-extremes/#comments</comments>
		<pubDate>Wed, 30 Jun 2010 00:24:16 +0000</pubDate>
		<dc:creator>Peter Niemeyer</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Aler]]></category>
		<category><![CDATA[Bad Experience]]></category>
		<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Capability]]></category>
		<category><![CDATA[Crm System]]></category>
		<category><![CDATA[Customer Company]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Customer Profiles]]></category>
		<category><![CDATA[Customer Relationship]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Customer Service Section]]></category>
		<category><![CDATA[Extremes]]></category>
		<category><![CDATA[Feedback Loops]]></category>
		<category><![CDATA[Greenwich Ct]]></category>
		<category><![CDATA[Jai Press]]></category>
		<category><![CDATA[Knowledge Management]]></category>
		<category><![CDATA[Motivation]]></category>
		<category><![CDATA[Operational Level]]></category>
		<category><![CDATA[Optimal Customer]]></category>
		<category><![CDATA[Responsible Employee]]></category>
		<category><![CDATA[Service Encounter]]></category>
		<category><![CDATA[Service Marketing]]></category>
		<category><![CDATA[Significant Impact]]></category>
		<category><![CDATA[Staff Knowledge]]></category>
		<category><![CDATA[System Integration]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2259</guid>
		<description><![CDATA[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 is in average 4,54 on a 5-scale, where 5 is the best…”. As a manager you [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>The Gravity of Customer Experience Enhancement</title>
		<link>http://returnonbehavior.com/2010/05/the-gravity-of-customer-experience-enhancement/</link>
		<comments>http://returnonbehavior.com/2010/05/the-gravity-of-customer-experience-enhancement/#comments</comments>
		<pubDate>Fri, 21 May 2010 04:00:04 +0000</pubDate>
		<dc:creator>Joseph Michelli</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Administrative Service]]></category>
		<category><![CDATA[Amazing Journey]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[First Job]]></category>
		<category><![CDATA[Health Facility]]></category>
		<category><![CDATA[Health Systems]]></category>
		<category><![CDATA[Healthcare Environments]]></category>
		<category><![CDATA[Healthcare Industry]]></category>
		<category><![CDATA[Healthcare Sectors]]></category>
		<category><![CDATA[Healthcare Settings]]></category>
		<category><![CDATA[Healthcare System]]></category>
		<category><![CDATA[Improved Customer Service]]></category>
		<category><![CDATA[John Goodman]]></category>
		<category><![CDATA[Medical Encounter]]></category>
		<category><![CDATA[Organizational Consultant]]></category>
		<category><![CDATA[Patient Experience]]></category>
		<category><![CDATA[Quality Healthcare]]></category>
		<category><![CDATA[Traditional Customer]]></category>
		<category><![CDATA[Traditional Sense]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2159</guid>
		<description><![CDATA[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 be that old), I appear to have come full-circle as I do a great deal of consulting and training on elevating [...]]]></description>
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		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Five Incentives for Customer Experience Focus</title>
		<link>http://returnonbehavior.com/2010/05/five-incentives-for-customer-experience-focus/</link>
		<comments>http://returnonbehavior.com/2010/05/five-incentives-for-customer-experience-focus/#comments</comments>
		<pubDate>Fri, 21 May 2010 00:23:01 +0000</pubDate>
		<dc:creator>Fredrik Abildtrup</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[Business Strategies]]></category>
		<category><![CDATA[Ceo]]></category>
		<category><![CDATA[Climate]]></category>
		<category><![CDATA[Competitiveness]]></category>
		<category><![CDATA[Credit Crunch]]></category>
		<category><![CDATA[Current Situation]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Emotions]]></category>
		<category><![CDATA[Existing Customers]]></category>
		<category><![CDATA[Hassle]]></category>
		<category><![CDATA[Honest Communication]]></category>
		<category><![CDATA[Incentives]]></category>
		<category><![CDATA[Interaction]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[No Doubt]]></category>
		<category><![CDATA[Premium Price]]></category>
		<category><![CDATA[Proximity]]></category>
		<category><![CDATA[Rewards]]></category>
		<category><![CDATA[Uncertain Times]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2130</guid>
		<description><![CDATA[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 means that you need to assess your business strategies, and adapt to the current situation. [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Forget the crisis! Be S.M.A.R.T. !</title>
		<link>http://returnonbehavior.com/2009/09/forget-the-crisis-be-s-m-a-r-t-2/</link>
		<comments>http://returnonbehavior.com/2009/09/forget-the-crisis-be-s-m-a-r-t-2/#comments</comments>
		<pubDate>Sun, 27 Sep 2009 10:54:41 +0000</pubDate>
		<dc:creator>Fredrik Abildtrup</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[Business Strategies]]></category>
		<category><![CDATA[Climate]]></category>
		<category><![CDATA[Competitiveness]]></category>
		<category><![CDATA[Credit Crunch]]></category>
		<category><![CDATA[Current Situation]]></category>
		<category><![CDATA[Custo]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Emotions]]></category>
		<category><![CDATA[Existing Customers]]></category>
		<category><![CDATA[Hassle]]></category>
		<category><![CDATA[High Quality]]></category>
		<category><![CDATA[Honest Communication]]></category>
		<category><![CDATA[Interaction]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[No Doubt]]></category>
		<category><![CDATA[Philosophy]]></category>
		<category><![CDATA[Premium Price]]></category>
		<category><![CDATA[Proximity]]></category>
		<category><![CDATA[Rewards]]></category>
		<category><![CDATA[Trategy]]></category>
		<category><![CDATA[Uncertain Times]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=825</guid>
		<description><![CDATA[It is said that you need to be more conservative in the times of a crisis. This means that you need to assess your business strategies, and adapt to the current situation. The key to success is the proximity to the customers! Especially when times are hard, this holds true. When the money is tight, [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Study finds word-of-mouth&#8217;s impact on loyalty</title>
		<link>http://returnonbehavior.com/2009/09/study-finds-word-of-mouths-impact-on-loyalty-2/</link>
		<comments>http://returnonbehavior.com/2009/09/study-finds-word-of-mouths-impact-on-loyalty-2/#comments</comments>
		<pubDate>Sun, 27 Sep 2009 10:52:40 +0000</pubDate>
		<dc:creator>TheWiseMarketer.com published by Pete Clark</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[B2c]]></category>
		<category><![CDATA[Behaviours]]></category>
		<category><![CDATA[Bottom Line]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Customer Value]]></category>
		<category><![CDATA[Detractor]]></category>
		<category><![CDATA[Detractors]]></category>
		<category><![CDATA[Economic Climate]]></category>
		<category><![CDATA[Economic Framework]]></category>
		<category><![CDATA[Financial Impact]]></category>
		<category><![CDATA[Methodology]]></category>
		<category><![CDATA[Negative Word]]></category>
		<category><![CDATA[Net Promoter]]></category>
		<category><![CDATA[New Business]]></category>
		<category><![CDATA[Period Of Time]]></category>
		<category><![CDATA[Promoters]]></category>
		<category><![CDATA[Referral]]></category>
		<category><![CDATA[Referrals]]></category>
		<category><![CDATA[Word Of Mouth]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=820</guid>
		<description><![CDATA[In an unfavourable economic climate, companies must focus more than ever on superior customer experiences. Retaining customers and create positive word-of-mouth (WoM), according to the findings of a Net Promoter-based study into the B2C wireless market by Satmetrix. The study examined the financial impact of both positive and negative WoM, and highlighted the impact that [...]]]></description>
		<wfw:commentRss>http://returnonbehavior.com/2009/09/study-finds-word-of-mouths-impact-on-loyalty-2/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How to create a stable but dynamic Customer Environment</title>
		<link>http://returnonbehavior.com/2009/09/how-to-create-a-stable-but-dynamic-customer-environment/</link>
		<comments>http://returnonbehavior.com/2009/09/how-to-create-a-stable-but-dynamic-customer-environment/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 03:25:56 +0000</pubDate>
		<dc:creator>Fredrik Abildtrup</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Accurate Sense]]></category>
		<category><![CDATA[Catching The Wind]]></category>
		<category><![CDATA[Changing Preferences]]></category>
		<category><![CDATA[Coincidence]]></category>
		<category><![CDATA[Curves]]></category>
		<category><![CDATA[Customer Environment]]></category>
		<category><![CDATA[Customer Experiences]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Customer Requirements]]></category>
		<category><![CDATA[Dynamic Customer]]></category>
		<category><![CDATA[Early Warning]]></category>
		<category><![CDATA[Evolution]]></category>
		<category><![CDATA[Increase Customer Retention]]></category>
		<category><![CDATA[Loyal Customers]]></category>
		<category><![CDATA[Organizational Aspects]]></category>
		<category><![CDATA[Pace]]></category>
		<category><![CDATA[Product Differentiation]]></category>
		<category><![CDATA[Success And Failure]]></category>
		<category><![CDATA[Track Customer]]></category>
		<category><![CDATA[Winds Of Change]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=544</guid>
		<description><![CDATA[Evolution is the best proof for the fact that nothing is stable; constant change rules the world and constant changing customer requirements rule your business.  Keeping up the pace in customers&#8217; changing requirements is a tough issue for everyone. Increasing competition forces companies to be absolutely up-to-speed in addressing and fulfilling the ever changing demands. [...]]]></description>
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