Edition 13

Why customers love to complain

Complaining, complaining, complaining…more and more people are complaining about everything. Read this »

Key Consumer Trends for an Uncertain 2009

Against a global background of citizens and businesses being shaken rudely into uncertainty by the economic crisis, Mintel has forecast the five main ways in which consumers are likely to adapt and make the best of 2009.

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Six steps to keep the brand alive when the economy slides

When the economy slides, most companies try to cut back on what they see as a cost centre: marketing, branding, and advertising. But there’s a clear-cut way to win against the odds… Read this »

Are You Listening?

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


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Is Behavioural Science a Key to Luxury Loyalty?

Although the luxury car market has historically been considered ‘recession proof’, the current economic crisis has sent many makers’ sales plummeting. Read this »

Going Beyond Behavioral Loyalty

Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. Read this »

Five Strategies For Guaranteeing Customer Loyalty

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

Customer Expectations vs. Customer Needs

The first rule of stellar service delivery is: Service is all about expectations.. Read this »


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