Return on Behavior Magazine
Home for marketing and customer service professionals



Customer Experience

June 9th, 2011

Measuring the customer experience

art of keeping

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.













About the Author

James Digby

For several years James has been involved in startup and entrepreneurship throughout the world. James ever growing network amongst marketing wizard’s, VC’s and startup gurus is invaluable. James is a thought after keynote speaker with strong opinions on all things startup related with recent events with Athens, Moscow, Amsterdam and London. 






 
 

 
CEE2011_Berlin

Customer Experience Exchange 2011

We were recently invited along to the recent Customer Experience Exchange down in Berlin as one of the Media partners, and could not turn down the chance to meet and talk with some of the biggest and brightest names working wit...
by Fredrik Abildtrup
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Experiensumer

Experiensumer : The new consumer profile

Many brands, and an entirely market are increasingly pointing out to a new consumer profile, the experiensumer. Characteristics of this profile are: - Sees consumption far beyond a transaction or a process, with a more experien...
by David Camps
1

 
 
balance

CEM Journey : Struggling with the old demons of marketing & strategy

More than ever it is becoming a challenge to help people’s mindsets evolve and embrace the new vision of the customer that is embedded within CEM and EFM. As I move in educating & working along with customers, student...
by Frederic Gilbert
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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 through improved multichannel planning and customer service cites the fact that sto...
by Ariel Lüdi
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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. I read an article on FastCompany.com yesterday that shared results from the Tealeaf 2010 Online Transactions Survey conducted by Harris Interactive. T...
by Tim Sanchez
1

 

 
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. In this video, John explains more  
by John Hersey
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challenging cms

Why You Should Love Challenging Customers

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 Challeng...
by Jeff Korhan
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road to cm experience

The Road to Customer Loyalty

Customer satisfaction has long been the predominant measure of a company’s success. While it’s important to satisfy the customers your business serves, perhaps the most important measure of success for businesses—large a...
by Peggy Carlaw
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brand vs customer

Brands versus the Customer Experience

To understand what is relevant and does get traction with customers, it is critical to recognize that the pursuit of market share and commodity sales are not the same thing. Germane to this distinction are the two buying perso...
by John Todor
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Multi-channel customer experience

We have contact centers, emails, web, events and of course social media, and all have different ways of interacting with customers, and different data sets. So, the question becomes – how do you achieve the holy grail of a si...
by James Digby
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