Return on Behavior Magazine
Home for marketing and customer service professionals


 
Archive for November, 2014
 

 
unified

Analyst Research Highlights Need To Provide A Unified Customer Experience

We look at the findings from the recent research commissioned from IDC looking at how retailers can improve their sales and customer retention 
by Ariel Lüdi
0

 
 
art of keeping

Measuring the customer experience

We take a look with Fredrik Abildtrup, the CEO of TeleFaction on how to measure the customer experience..
by James Digby
0

 
 
costy of bad cem

Bad customer experiences are more expensive than you think

How much does a bad customer experience cost? The number may surprise you.
by Tim Sanchez
1

 

 
using csat

Putting C-Sat Data into Action

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”.
by Greg Levin
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customers right

It’s not about the customer…

Customer service is a sometimes long-forgotten asset. To create unforgettable customer service, you need to begin with unforgettable employee experiences.
by John Hersey
0

 

 
excellence is everywhere

Excellence is everywhere

Author Brian Wolf gets asked frequently “Which countries are the most advanced in loyalty marketing?” His view is that here are no great countries, just great companies…
by Peter Clark
0

 
 
currency

Relationship capital: the new currency in customer services

Companies are traditionally valued based on profit, assets and liabilities, but Scott from Loving Outdoors argues that these criteria may not be enough any more…
by Scott @ Loving Outdoors
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