Bob Lucas « Return on Behavior Magazine

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We are on the search for a new SugarCRM partner. To see if you would be a good match, find out more here: http://bit.ly/TF_SugarCRM 2010/07/26
Video & slide deck on how to measure the customer experience http://bit.ly/TFcemslides #VoC 2010/06/02
IBM whitepaper on meeting the demands of the smarter customer http://bit.ly/IBMcem #VoC 2010/06/02
Have you got a formula for reducing queue times? A professor from Taiwan thinks he may have the equation for you! http://bit.ly/queuereduce 2010/06/02
Learn what you need in order to evolve your Voice of the Customer program: http://bit.ly/VoCevolution #VoC 2010/06/02
Article on 5 steps to keeping your customers, and stopping them going to the competition http://bit.ly/5stepsCEM #b2c #VoC 2010/05/31
Aegis taking the case of Customer Experience Management seriously http://bit.ly/aegisCEM #VoC 2010/05/31
Movia releases new Case Study on Customer Experience Management - http://bit.ly/9fC1J6 (via @telefaction) 2010/03/23
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Are You Listening?

September 26th, 2009

Listening is Important – this article looks into why we should follow the 2:1 ratio – 2 ears and 1 mouth..

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Tags: Adults, Audio Sessions, Bob Lucas, Brain, Conscious Effort, Ear Canal, Ears, Education Class, Efficiency Level, Four Steps, Gathering Information, Hearing Deficits, Higher Education, Listening Is An Active Process, Listening Process, Many People, Professional Development, Ralph Nichols, Receiving The Message, Sound Waves, Step 2
Posted in Edition 13 | No Comments »

Five Strategies For Guaranteeing Customer Loyalty

September 26th, 2009

Customer retention has always been one of the most cost effective ways to increase business revenue. Read the rest of this entry »

Tags: Amp Company, Bob Lucas, Brand Recognition, Business Revenue, Customer Loyalty, Customer Needs, Customer Retention, Economic Times, Excessive Amounts, Firestone Ford, International Consulting Firm, Jc Penny, Macy, Market Presence, Maytag, Ninety Five, Return On Investment, Sears, Successful Companies, Time Money, True Concern
Posted in Edition 13 | No Comments »

Defining Your Customer Service Culture

September 26th, 2009

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

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Tags: Attitude, Bob Lucas, Contact Service, Corporate Partner, Culture Organizations, Customer Service Culture, Customer Service Initiatives, Facets, Failure, Great Lengths, Inaction, Infrastructure, Key Role, Knowledge Skill, Marketing Department, Norms, Partner Organization, Personal Appearance, Physical Appearance, Rituals, Service Provider
Posted in Edition 12 | No Comments »

Five Strategies For Guaranteeing Customer Loyalty

September 26th, 2009

Customer retention has always been one of the most cost effective ways to increase business revenue. Read the rest of this entry »

Tags: Amp Company, Bob Lucas, Brand Recognition, Business Revenue, Customer Loyalty, Customer Needs, Customer Retention, Economic Times, Excessive Amounts, Firestone Ford, International Consulting Firm, Jc Penny, Macy, Market Presence, Maytag, Ninety Five, Return On Investment, Sears, Successful Companies, Time Money, True Concern
Posted in Edition 12 | No Comments »

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