Return on Behavior Magazine
Home for marketing and customer service professionals


 
 

 
Customer Experience

Online Customer Experience is Serious Business

While technologies enabling an increase of online customer interaction have been available for quite some time, now is the time for marketing managers to get their hands dirty.
by Micheal Leander Nielsen
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Customer Experience
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
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Marketing

The Customer Complaint Iceberg

This research shows that for every 26 unhappy customers, only one will lodge a formal complaint with Management.
by Paul Quinn
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Operations
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
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Customer Experience

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.
by James Digby
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Marketing

Building Giving into Business: 5 Trends for Companies to Consider

Doing well by doing good: it’s not just a corporate catch phrase or nice-to-do anymore, it’s a must do for a growing number of businesses.
by Jana Taylor
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Customer Experience

Seven Secrets of Driving Customer Loyalty

In these rough and recessionary times it’s important to escape commodity pricing wars as well as find ways to strengthen the marketing backbone of your company.
by Micah Solomon
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Operations
web satisfaction

The one measure of customer satisfaction on the Web

Task completion has by far the biggest impact on customer satisfaction on the Web. Everything else is just noise.
by Gerry McGovern
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Customer Experience
alien

The Expanding Universe of Customer Service

The way in which we care for customers is expanding fast. Welcome to the exciting world of social media.. A growing trend in the Twitter universe is customer service support.
by Andrea Kallie
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Customer Experience

Forget the crisis! Be S.M.A.R.T. !

It is said that you need to be more conservative in the times of a crisis. This means that you need to assess your business strategies, and adapt to the current situation.
by Fredrik Abildtrup
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