Loyalty | Return on Behavior Magazine

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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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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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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Why You Should Love Challenging Customers

Author and speaker Jeff Korhan discusses why you should find those customers you would usually say no to.

by Jeff Korhan

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Five Incentives for Customer Experience Focus

Fredrik Abildtrup, CEO of TeleFaction guides you through techniques that can be implemented by looking at customer experience in a whole new light.

by Fredrik Abildtrup

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Prerequisites for cross and up-sales

In many companies contact center employees are very often its customer’s primary touch point, and thus the most important vehicle in serving the customers.

by Fredrik Abildtrup

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Four keys to building loyalty in the hospitality industry

With customers focusing on location and cost in their hotel choice stays, and since a hotel property’s location is fixed, building guest loyalty is crucial - but how can it be achieved?

by Joe Sullivan

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Give your customer a wink

Once upon a time, business owners used to know their customers by name.

by Daniela Guido

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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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