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. 






 
 

 
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
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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… In the newly social online world are these criteria still e...
by Scott @ Loving Outdoors
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infographic

Global Customer Service Barometer

The recent report published published by American Express® tells us the state of the customer service industry - with some interesting findings! Below you will find a handy infographic to help you digest the details. If ...
by James Digby
1

 

 
Why Regular Communication helps Customer Retention

Why Regular Communication helps Customer Retention

Your ‘herd’ feel you’re interested in them It enhances the sense of value in what you offer It increases their awareness of  ‘you’ as the person they have a relationship with Even your laziest customers are kept info...
by Joe Pélissier
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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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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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10 resolutions

10 Customer Experience Management Resolutions for 2011

10 steps to creating a successful customer feedback program that you can start doing straight away to produce results! 1. Plan the project and get top-level management support  Establish a vision of customer experience for...
by TeleFaction A/S
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Improving Customer Service

Many business owners place so much effort on creating a quality product and gaining new customers, they often do not think about the need to retain customers after they purchase the product or service. Quality customer support ...
by Tyme White
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The Three R’s Of Customer Service Or “Can You Relate?”

Great customer service is a decision that starts as part of your company mission statement. It must be included when defining your company values and business plan. It must be supported and believed through out your entire orga...
by David Mount
1

 




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