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	<title>Return on Behavior Magazine &#187; Word Of Mouth</title>
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	<link>http://returnonbehavior.com</link>
	<description>Home for marketing and customer service professionals</description>
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		<title>It&#8217;s not about the customer&#8230;</title>
		<link>http://returnonbehavior.com/2011/06/its-not-about-the-customer/</link>
		<comments>http://returnonbehavior.com/2011/06/its-not-about-the-customer/#comments</comments>
		<pubDate>Wed, 08 Jun 2011 11:40:56 +0000</pubDate>
		<dc:creator>John Hersey</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Building Customer Loyalty]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Employee Experiences]]></category>
		<category><![CDATA[Existing Customers]]></category>
		<category><![CDATA[Word Of Mouth]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2892</guid>
		<description><![CDATA[Customer service is a sometimes long-forgotten asset. To create unforgettable customer service, you need to begin with unforgettable employee experiences. In this video, John explains more &#160;]]></description>
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		<title>Tips for Hiring Customer Service Champions</title>
		<link>http://returnonbehavior.com/2011/04/tips-for-hiring-customer-service-champions/</link>
		<comments>http://returnonbehavior.com/2011/04/tips-for-hiring-customer-service-champions/#comments</comments>
		<pubDate>Thu, 28 Apr 2011 12:47:20 +0000</pubDate>
		<dc:creator>Brendan Cruickshank</dc:creator>
				<category><![CDATA[Operations]]></category>
		<category><![CDATA[Awesome Customer Service]]></category>
		<category><![CDATA[Best Kept Secrets]]></category>
		<category><![CDATA[Customer Service Employee]]></category>
		<category><![CDATA[Customer Service Employees]]></category>
		<category><![CDATA[Customer Service Representative]]></category>
		<category><![CDATA[Customer Service Representatives]]></category>
		<category><![CDATA[Empathy]]></category>
		<category><![CDATA[Handshake]]></category>
		<category><![CDATA[Hobbies]]></category>
		<category><![CDATA[Interact]]></category>
		<category><![CDATA[Interview Room]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Playing Basketball]]></category>
		<category><![CDATA[Possible Light]]></category>
		<category><![CDATA[Service Position]]></category>
		<category><![CDATA[Shuffle]]></category>
		<category><![CDATA[Will Rogers]]></category>
		<category><![CDATA[Word Of Mouth]]></category>
		<category><![CDATA[Yoga]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=2775</guid>
		<description><![CDATA[Customer service representatives are the underappreciated front lines of any business. They will make the difference between keeping customers and having to go out and find new ones. It’s always much easier to keep the customers you’ve got – and then let them do your marketing for you, through word of mouth. But how can [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Apostles and Terrorists – Understanding Customer Loyalty</title>
		<link>http://returnonbehavior.com/2010/01/apostles-and-terrorists-%e2%80%93-understanding-customer-loyalty/</link>
		<comments>http://returnonbehavior.com/2010/01/apostles-and-terrorists-%e2%80%93-understanding-customer-loyalty/#comments</comments>
		<pubDate>Tue, 19 Jan 2010 19:08:32 +0000</pubDate>
		<dc:creator>Peter Stansbury</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Apostles]]></category>
		<category><![CDATA[Best Friends]]></category>
		<category><![CDATA[Customer Base]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Good Word]]></category>
		<category><![CDATA[Harvard Business School]]></category>
		<category><![CDATA[Heskett]]></category>
		<category><![CDATA[Hostages]]></category>
		<category><![CDATA[Interesting Research]]></category>
		<category><![CDATA[Internet Age]]></category>
		<category><![CDATA[Intuit]]></category>
		<category><![CDATA[Mercenaries]]></category>
		<category><![CDATA[Monopoly]]></category>
		<category><![CDATA[Professor James]]></category>
		<category><![CDATA[Sasser]]></category>
		<category><![CDATA[Satisfaction]]></category>
		<category><![CDATA[School Professor]]></category>
		<category><![CDATA[Terrorists]]></category>
		<category><![CDATA[Word Of Mouth]]></category>
		<category><![CDATA[Xerox]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=1624</guid>
		<description><![CDATA[We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. This can be used in so many situations including projects where you may not appear to be selling anything. In this approach you represent customers graphically plotting satisfaction against loyalty: We [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Ten Tips For Impeccable Customer Service</title>
		<link>http://returnonbehavior.com/2009/11/ten-tips-for-impeccable-customer-service/</link>
		<comments>http://returnonbehavior.com/2009/11/ten-tips-for-impeccable-customer-service/#comments</comments>
		<pubDate>Thu, 26 Nov 2009 11:12:01 +0000</pubDate>
		<dc:creator>Bill Hogg</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Anger]]></category>
		<category><![CDATA[Angry Customer]]></category>
		<category><![CDATA[Circumstances]]></category>
		<category><![CDATA[Crowd]]></category>
		<category><![CDATA[Dignity]]></category>
		<category><![CDATA[Empty Promises]]></category>
		<category><![CDATA[Frustration]]></category>
		<category><![CDATA[Good Customer Service]]></category>
		<category><![CDATA[Great Customer Service]]></category>
		<category><![CDATA[Human Beings]]></category>
		<category><![CDATA[Impeccable Customer Service]]></category>
		<category><![CDATA[Outstanding Customer Service]]></category>
		<category><![CDATA[Position Of The Moon]]></category>
		<category><![CDATA[Providing Outstanding Customer Service]]></category>
		<category><![CDATA[Repeat Business]]></category>
		<category><![CDATA[Responsible Adults]]></category>
		<category><![CDATA[Sky]]></category>
		<category><![CDATA[Two Ways]]></category>
		<category><![CDATA[Whims]]></category>
		<category><![CDATA[Word Of Mouth]]></category>
		<category><![CDATA[Word Of Mouth Advertising]]></category>

		<guid isPermaLink="false">http://www.returnonbehavior.com/?p=1457</guid>
		<description><![CDATA[If you want to be able to stand out from the crowd and offer truly great customer service instead of just empty promises, here are ten great tips that will help. There are two ways to fix every problem. The immediate solution is to take care of the customer, leave him or her happy, and [...]]]></description>
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		<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>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>The Most Important Customer Service Question</title>
		<link>http://returnonbehavior.com/2009/09/the-most-important-customer-service-question/</link>
		<comments>http://returnonbehavior.com/2009/09/the-most-important-customer-service-question/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 05:59:00 +0000</pubDate>
		<dc:creator>TeleFaction A/S</dc:creator>
				<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Business Owner]]></category>
		<category><![CDATA[Case Study]]></category>
		<category><![CDATA[Company Customer]]></category>
		<category><![CDATA[Compliment]]></category>
		<category><![CDATA[Credibility]]></category>
		<category><![CDATA[Customer Recommendations]]></category>
		<category><![CDATA[Customer Service Question]]></category>
		<category><![CDATA[Endorsement]]></category>
		<category><![CDATA[Excellent Customer Service]]></category>
		<category><![CDATA[Great Marketing Tools]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Marketing Materials]]></category>
		<category><![CDATA[Marketing Process]]></category>
		<category><![CDATA[Notch Company]]></category>
		<category><![CDATA[Octane]]></category>
		<category><![CDATA[Quality Product]]></category>
		<category><![CDATA[Testimonial]]></category>
		<category><![CDATA[Top Notch]]></category>
		<category><![CDATA[Word Of Mouth]]></category>
		<category><![CDATA[Word Of Mouth Marketing]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=646</guid>
		<description><![CDATA[If marketing is the fuel for your business then customer service is the octane&#8230; The higher the octane, the better your business will run. Customer service is actually part of the marketing process. It affects word of mouth marketing, it affects your credibility and reputation and excellent customer service helps to establish you as a [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>You Are The Leader &#8211; Customer Excellence Begins With You</title>
		<link>http://returnonbehavior.com/2009/09/you-are-the-leader-customer-excellence-begins-with-you/</link>
		<comments>http://returnonbehavior.com/2009/09/you-are-the-leader-customer-excellence-begins-with-you/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 05:49:00 +0000</pubDate>
		<dc:creator>Donn Kirst</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Competitive Marketplace]]></category>
		<category><![CDATA[Customer Excellence]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Employee Empowerment]]></category>
		<category><![CDATA[Excellent Customer Service]]></category>
		<category><![CDATA[Exponential Growth]]></category>
		<category><![CDATA[Internal Customer]]></category>
		<category><![CDATA[Ken Blanchard]]></category>
		<category><![CDATA[Leisure Time]]></category>
		<category><![CDATA[Moment Of Truth]]></category>
		<category><![CDATA[Nordstrom]]></category>
		<category><![CDATA[Raving Fans]]></category>
		<category><![CDATA[Reading Books]]></category>
		<category><![CDATA[Salutation]]></category>
		<category><![CDATA[Sheldon Bowles]]></category>
		<category><![CDATA[Slogans]]></category>
		<category><![CDATA[Sound Principles]]></category>
		<category><![CDATA[Tom Peters]]></category>
		<category><![CDATA[Virgin Atlantic]]></category>
		<category><![CDATA[Word Of Mouth]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=628</guid>
		<description><![CDATA[Your organization is like an engine &#8211; 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 now most of us understand the importance of taking care of the customer and exceeding their expectations. If some of [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Leverage the Six Stages of Customer Loyalty: Attract Suspects and Convert Prospects</title>
		<link>http://returnonbehavior.com/2009/09/leverage-the-six-stages-of-customer-loyalty-attract-suspects-and-convert-prospects/</link>
		<comments>http://returnonbehavior.com/2009/09/leverage-the-six-stages-of-customer-loyalty-attract-suspects-and-convert-prospects/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 02:41:28 +0000</pubDate>
		<dc:creator>Jill Griffin</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Baseballs]]></category>
		<category><![CDATA[Building Job]]></category>
		<category><![CDATA[Cross Section]]></category>
		<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Digitized World]]></category>
		<category><![CDATA[Everyday Objects]]></category>
		<category><![CDATA[Home Presentation]]></category>
		<category><![CDATA[Market Awareness]]></category>
		<category><![CDATA[Other Search Engines]]></category>
		<category><![CDATA[Schtick]]></category>
		<category><![CDATA[Shoe String Budget]]></category>
		<category><![CDATA[Stage 1]]></category>
		<category><![CDATA[Success Formula]]></category>
		<category><![CDATA[Tiki Torch]]></category>
		<category><![CDATA[Time Customer]]></category>
		<category><![CDATA[Tom Dickson]]></category>
		<category><![CDATA[Video Camera]]></category>
		<category><![CDATA[Video Campaign]]></category>
		<category><![CDATA[Will It Blend Videos]]></category>
		<category><![CDATA[Word Of Mouth]]></category>
		<category><![CDATA[Youtube]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=479</guid>
		<description><![CDATA[Customers become loyal to your company and its products and services one transaction at a time. In today&#8217;s digitized world of ever-expanding customer-touch tools, finding the right tool for the right loyalty-building job can get downright confusing. I find that it helps to think in terms of loyalty stages, as people evolve into your best [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Word of Mouth Versus Traditional Marketing. Friend or Foe?</title>
		<link>http://returnonbehavior.com/2009/09/word-of-mouth-versus-traditional-marketing-friend-or-foe/</link>
		<comments>http://returnonbehavior.com/2009/09/word-of-mouth-versus-traditional-marketing-friend-or-foe/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 02:10:02 +0000</pubDate>
		<dc:creator>Graham Hill</dc:creator>
				<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Contemporary Marketing]]></category>
		<category><![CDATA[Countless Studies]]></category>
		<category><![CDATA[Economist Intelligence Unit]]></category>
		<category><![CDATA[Financial Services Customers]]></category>
		<category><![CDATA[Friend Or Foe]]></category>
		<category><![CDATA[Hanssens]]></category>
		<category><![CDATA[Lifetime Value]]></category>
		<category><![CDATA[Marketers]]></category>
		<category><![CDATA[Marketing Mix]]></category>
		<category><![CDATA[Marketing Resources]]></category>
		<category><![CDATA[Mckinsey]]></category>
		<category><![CDATA[Mobile Internet Technology]]></category>
		<category><![CDATA[No Man]]></category>
		<category><![CDATA[Small Minority]]></category>
		<category><![CDATA[Social Marketing]]></category>
		<category><![CDATA[Traditional Marketing]]></category>
		<category><![CDATA[Villanueva]]></category>
		<category><![CDATA[Word Of Mouth]]></category>
		<category><![CDATA[Word Of Mouth Marketing]]></category>
		<category><![CDATA[Yoo]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=436</guid>
		<description><![CDATA[Social marketing is fast becoming a steady fixture for the majority of marketers. By social marketing, I mean marketing by c2c, often enabled by internet and increasingly, by mobile internet technology. As both the Economist Intelligence Unit and McKinsey showed in recent surveys, social marketing is also attracting increased marketing resources. But the key question [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Turning Customers Into Good Corporate Citizens</title>
		<link>http://returnonbehavior.com/2009/09/turning-customers-into-good-corporate-citizens/</link>
		<comments>http://returnonbehavior.com/2009/09/turning-customers-into-good-corporate-citizens/#comments</comments>
		<pubDate>Sat, 26 Sep 2009 01:58:10 +0000</pubDate>
		<dc:creator>Francis Buttle</dc:creator>
				<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[Marketing]]></category>
		<category><![CDATA[Alignment]]></category>
		<category><![CDATA[Attributes]]></category>
		<category><![CDATA[Auto Mechanic]]></category>
		<category><![CDATA[Body Shop]]></category>
		<category><![CDATA[Citizenship]]></category>
		<category><![CDATA[Coffee Shop]]></category>
		<category><![CDATA[Corporate Citizens]]></category>
		<category><![CDATA[Cup Of Coffee]]></category>
		<category><![CDATA[Customer Commitment]]></category>
		<category><![CDATA[Emotional Attachments]]></category>
		<category><![CDATA[Emotional Bond]]></category>
		<category><![CDATA[Emotional Commitment]]></category>
		<category><![CDATA[Emotional Response]]></category>
		<category><![CDATA[Good Cup Of Coffee]]></category>
		<category><![CDATA[Intention]]></category>
		<category><![CDATA[Market Research]]></category>
		<category><![CDATA[Material Reward]]></category>
		<category><![CDATA[Personal Values]]></category>
		<category><![CDATA[Product Tests]]></category>
		<category><![CDATA[Service Failures]]></category>
		<category><![CDATA[Word Of Mouth]]></category>

		<guid isPermaLink="false">http://returnonbehaviormagazine.com.previewdns.com/?p=421</guid>
		<description><![CDATA[For many businesses, customers are only useful because they buy. You can&#8217;t knock that, but there is so much more that customers could do. I like to call these other things &#8220;customer citizenship behaviors&#8221;. Customers become solid citizens when they act in your interests for little or no material reward. You can pay customers to [...]]]></description>
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