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	<title>Return on Behavior Magazine &#187; Loyalty</title>
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	<link>http://returnonbehavior.com</link>
	<description>Home for marketing and customer service professionals</description>
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		<title>CEM Journey : Struggling with the old demons of marketing &amp; strategy</title>
		<link>http://returnonbehavior.com/2011/09/cem-journey-struggling-with-the-old-demons-of-marketing-strategy/</link>
		<comments>http://returnonbehavior.com/2011/09/cem-journey-struggling-with-the-old-demons-of-marketing-strategy/#comments</comments>
		<pubDate>Tue, 27 Sep 2011 11:27:41 +0000</pubDate>
		<dc:creator>Frederic Gilbert</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[4p]]></category>
		<category><![CDATA[Amp]]></category>
		<category><![CDATA[Breakthrough]]></category>
		<category><![CDATA[Business Schools]]></category>
		<category><![CDATA[Demons]]></category>
		<category><![CDATA[Efm]]></category>
		<category><![CDATA[Hard Time]]></category>
		<category><![CDATA[Journey]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Marketing Strategies]]></category>
		<category><![CDATA[Marketing Strategy]]></category>
		<category><![CDATA[Mindset]]></category>
		<category><![CDATA[New Approach]]></category>
		<category><![CDATA[New Vision]]></category>
		<category><![CDATA[Obstacle]]></category>
		<category><![CDATA[Obstacles]]></category>
		<category><![CDATA[Organizational Strategies]]></category>
		<category><![CDATA[Peers]]></category>
		<category><![CDATA[People]]></category>
		<category><![CDATA[Pillar]]></category>
		<category><![CDATA[Profits]]></category>
		<category><![CDATA[Satisfaction]]></category>
		<category><![CDATA[Segments]]></category>
		<category><![CDATA[Silos]]></category>
		<category><![CDATA[Traditional Marketing]]></category>
		<category><![CDATA[Value Proposition]]></category>

		<guid isPermaLink="false">http://returnonbehavior.com/?p=4065</guid>
		<description><![CDATA[More than ever it is becoming a challenge to help people&#8217;s mindsets evolve and embrace the new vision of the customer that is embedded within CEM and EFM. As I move in educating &#38; working along with customers, students &#38; peers I have come to understand and identify the main reasons why CEM is yet [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Analyst Research Highlights Need To Provide A Unified Customer Experience</title>
		<link>http://returnonbehavior.com/2011/06/analyst-research-highlights-need-for-retailers-to-provide-a-unified-customer-experience/</link>
		<comments>http://returnonbehavior.com/2011/06/analyst-research-highlights-need-for-retailers-to-provide-a-unified-customer-experience/#comments</comments>
		<pubDate>Fri, 10 Jun 2011 16:04:03 +0000</pubDate>
		<dc:creator>Ariel Lüdi</dc:creator>
				<category><![CDATA[Operations]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[Acquisition]]></category>
		<category><![CDATA[Analyst Research]]></category>
		<category><![CDATA[Ariel]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Customer Research]]></category>
		<category><![CDATA[Customer Retention]]></category>
		<category><![CDATA[Ecommerce]]></category>
		<category><![CDATA[Estimates]]></category>
		<category><![CDATA[Existing Customers]]></category>
		<category><![CDATA[Full Technology]]></category>
		<category><![CDATA[Idc]]></category>
		<category><![CDATA[Logical View]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Ludi]]></category>
		<category><![CDATA[Mobile Commerce]]></category>
		<category><![CDATA[Price Comparison]]></category>
		<category><![CDATA[Process Integration]]></category>
		<category><![CDATA[Research Director]]></category>
		<category><![CDATA[Retail Insights]]></category>
		<category><![CDATA[Shoppers]]></category>
		<category><![CDATA[Sophisticated Customer]]></category>
		<category><![CDATA[Traditional Focus]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2642</guid>
		<description><![CDATA[We look at the findings from the recent research commissioned from IDC looking at how retailers can improve their sales and customer retention through improved multichannel planning and customer service cites the fact that store sales influenced by online customer research are three to four times larger than total e-commerce sales. The implications for retailers are [...]]]></description>
		<wfw:commentRss>http://returnonbehavior.com/2011/06/analyst-research-highlights-need-for-retailers-to-provide-a-unified-customer-experience/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Measuring the customer experience</title>
		<link>http://returnonbehavior.com/2011/06/measuring-the-customer-experience/</link>
		<comments>http://returnonbehavior.com/2011/06/measuring-the-customer-experience/#comments</comments>
		<pubDate>Thu, 09 Jun 2011 12:01:32 +0000</pubDate>
		<dc:creator>James Digby</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[Ceo]]></category>
		<category><![CDATA[Customer Satisfaction]]></category>
		<category><![CDATA[Insights]]></category>
		<category><![CDATA[Loyalty]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2916</guid>
		<description><![CDATA[We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience.. Using his experience, he takes us through the steps that we need to go through in order to really gain the insights of the customer. How to measure customer experience to improve satisfaction and loyalty View more [...]]]></description>
		<wfw:commentRss>http://returnonbehavior.com/2011/06/measuring-the-customer-experience/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Why You Should Love Challenging Customers</title>
		<link>http://returnonbehavior.com/2011/04/why-you-should-love-challenging-customers/</link>
		<comments>http://returnonbehavior.com/2011/04/why-you-should-love-challenging-customers/#comments</comments>
		<pubDate>Thu, 07 Apr 2011 07:51:54 +0000</pubDate>
		<dc:creator>Jeff Korhan</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Credibility]]></category>
		<category><![CDATA[Customer Work]]></category>
		<category><![CDATA[Echelon]]></category>
		<category><![CDATA[Experiences]]></category>
		<category><![CDATA[Full Attention]]></category>
		<category><![CDATA[Korhan]]></category>
		<category><![CDATA[Love]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Middle Majority]]></category>
		<category><![CDATA[Mistake]]></category>
		<category><![CDATA[Novice]]></category>
		<category><![CDATA[Prospects]]></category>
		<category><![CDATA[Satisfied Customers]]></category>
		<category><![CDATA[Small Business Owner]]></category>
		<category><![CDATA[Social Networks]]></category>
		<category><![CDATA[Taking The Time]]></category>
		<category><![CDATA[Two Choices]]></category>
		<category><![CDATA[Unreasonable Expectations]]></category>
		<category><![CDATA[Upper Echelon]]></category>
		<category><![CDATA[Use Technology]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2658</guid>
		<description><![CDATA[Author and speaker Jeff Korhan discusses why you should find those customers you would usually say no to. Most businesses have three type of customers: The Majority in the Middle Lower Echelon Challenging Upper Echelon Challenging The Majority in the Middle This is the customer that most businesses love.  They have reasonable expectations.  They require very [...]]]></description>
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		<slash:comments>0</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>
		<wfw:commentRss>http://returnonbehavior.com/2010/05/five-incentives-for-customer-experience-focus/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Prerequisites for cross and up-sales</title>
		<link>http://returnonbehavior.com/2010/01/prerequisites-for-cross-and-up-sales/</link>
		<comments>http://returnonbehavior.com/2010/01/prerequisites-for-cross-and-up-sales/#comments</comments>
		<pubDate>Tue, 19 Jan 2010 19:12:41 +0000</pubDate>
		<dc:creator>Fredrik Abildtrup</dc:creator>
				<category><![CDATA[Operations]]></category>
		<category><![CDATA[Act]]></category>
		<category><![CDATA[Business Strategies]]></category>
		<category><![CDATA[Contact Center]]></category>
		<category><![CDATA[Customer Advocates]]></category>
		<category><![CDATA[Customer Base]]></category>
		<category><![CDATA[Exact Moment]]></category>
		<category><![CDATA[Experiences]]></category>
		<category><![CDATA[Goals]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Poor Customer Service]]></category>
		<category><![CDATA[Prerequisites]]></category>
		<category><![CDATA[Relationship]]></category>
		<category><![CDATA[Satisfaction]]></category>
		<category><![CDATA[Self Service]]></category>
		<category><![CDATA[Surveys]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=1745</guid>
		<description><![CDATA[In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers. But unfortunately most of the time these important employees have become controlled by handling and hold times, rather than building the important relationship between customer and company. In many companies the [...]]]></description>
		<wfw:commentRss>http://returnonbehavior.com/2010/01/prerequisites-for-cross-and-up-sales/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Four keys to building loyalty in the hospitality industry</title>
		<link>http://returnonbehavior.com/2010/01/four-keys-to-building-loyalty-in-the-hospitality-industry/</link>
		<comments>http://returnonbehavior.com/2010/01/four-keys-to-building-loyalty-in-the-hospitality-industry/#comments</comments>
		<pubDate>Tue, 19 Jan 2010 19:03:14 +0000</pubDate>
		<dc:creator>Joe Sullivan</dc:creator>
				<category><![CDATA[Operations]]></category>
		<category><![CDATA[Attractive Location]]></category>
		<category><![CDATA[Commodity]]></category>
		<category><![CDATA[Consumer Groups]]></category>
		<category><![CDATA[Economic Times]]></category>
		<category><![CDATA[Favourites]]></category>
		<category><![CDATA[Flags]]></category>
		<category><![CDATA[Fundamental Lesson]]></category>
		<category><![CDATA[Guess]]></category>
		<category><![CDATA[Hospitality Industry]]></category>
		<category><![CDATA[Hotel Brand]]></category>
		<category><![CDATA[Hotel Choice]]></category>
		<category><![CDATA[Hotel Owners]]></category>
		<category><![CDATA[Hotel Property]]></category>
		<category><![CDATA[Ith]]></category>
		<category><![CDATA[Joe Sullivan]]></category>
		<category><![CDATA[Local Market]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Obstacles]]></category>
		<category><![CDATA[Segments]]></category>
		<category><![CDATA[Service Characteristics]]></category>
		<category><![CDATA[Target Consumer]]></category>
		<category><![CDATA[Target Segment]]></category>
		<category><![CDATA[Unifocus]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=1731</guid>
		<description><![CDATA[With customers focusing on location and cost in their hotel choice stays, and since a hotel property&#8217;s location is fixed, building guest loyalty is crucial &#8211; but how can it be achieved? During difficult economic times hotels are reminded of a fundamental lesson: building guest loyalty is the only way to compete without sacrificing revenue. [...]]]></description>
		<wfw:commentRss>http://returnonbehavior.com/2010/01/four-keys-to-building-loyalty-in-the-hospitality-industry/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Give your customer a wink</title>
		<link>http://returnonbehavior.com/2009/11/give-your-customer-a-wink-2/</link>
		<comments>http://returnonbehavior.com/2009/11/give-your-customer-a-wink-2/#comments</comments>
		<pubDate>Thu, 26 Nov 2009 11:10:48 +0000</pubDate>
		<dc:creator>Daniela Guido</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Big Picture]]></category>
		<category><![CDATA[Business Owners]]></category>
		<category><![CDATA[Couples]]></category>
		<category><![CDATA[Different Companies]]></category>
		<category><![CDATA[Ears]]></category>
		<category><![CDATA[End Users]]></category>
		<category><![CDATA[Garden Material]]></category>
		<category><![CDATA[Likelihood]]></category>
		<category><![CDATA[Loyal Relationship]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Market Segment]]></category>
		<category><![CDATA[Marketing Strategies]]></category>
		<category><![CDATA[Product Preferences]]></category>
		<category><![CDATA[Reluctance]]></category>
		<category><![CDATA[Seduction]]></category>
		<category><![CDATA[Time Business]]></category>
		<category><![CDATA[Traps]]></category>
		<category><![CDATA[Using Technology]]></category>
		<category><![CDATA[Willingness]]></category>
		<category><![CDATA[Wink]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=1504</guid>
		<description><![CDATA[Once upon a time, business owners used to know their customers by name. &#160; &#160; They had a pen behind their ears, ready to make notes about Maria&#8217;s product preferences or Paul&#8217;s need for garden material. They were aware of Maria and Paul’s change of behavior in order to deliver new goods before the client [...]]]></description>
		<wfw:commentRss>http://returnonbehavior.com/2009/11/give-your-customer-a-wink-2/feed/</wfw:commentRss>
		<slash:comments>1</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>
		<wfw:commentRss>http://returnonbehavior.com/2009/09/forget-the-crisis-be-s-m-a-r-t-2/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Tough times mean the customer is king once again</title>
		<link>http://returnonbehavior.com/2009/09/tough-times-mean-the-customer-is-king-once-again/</link>
		<comments>http://returnonbehavior.com/2009/09/tough-times-mean-the-customer-is-king-once-again/#comments</comments>
		<pubDate>Sun, 27 Sep 2009 10:37:43 +0000</pubDate>
		<dc:creator>TheWiseMarketer.com published by Pete Clark</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Operations]]></category>
		<category><![CDATA[12 Months]]></category>
		<category><![CDATA[Attributes]]></category>
		<category><![CDATA[Better Customer Service]]></category>
		<category><![CDATA[Business Environment]]></category>
		<category><![CDATA[Business Sectors]]></category>
		<category><![CDATA[Customer Insights]]></category>
		<category><![CDATA[Customer Relationships]]></category>
		<category><![CDATA[Decision Makers]]></category>
		<category><![CDATA[Economic Downturn]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Market Changes]]></category>
		<category><![CDATA[Personal Touch]]></category>
		<category><![CDATA[Quality Of Service]]></category>
		<category><![CDATA[Respondents]]></category>
		<category><![CDATA[Retail Outlets]]></category>
		<category><![CDATA[Successful Business]]></category>
		<category><![CDATA[Time Money]]></category>
		<category><![CDATA[Tough Times]]></category>
		<category><![CDATA[Uk Smes]]></category>
		<category><![CDATA[World Economy]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=795</guid>
		<description><![CDATA[Now, more than ever, British SMEs are devoting time, money and effort to improving their customer relationships. Though, it is still evident that specific attention is needed in many areas to ensure that their investments are not wasted, according to the &#8216;Customer Kings 2009&#8242; report published by Cisco. The survey of 1,000 senior decision makers [...]]]></description>
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		<slash:comments>0</slash:comments>
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