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PUBLISHER INFOReturn on Behavior Magazine is published monthly by
TeleFaction A/S
DK 2000 Frederiksberg
Denmark
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Fear the Answer?
The biggest obstacle to knowing what customers really think about us? Fear ! We fear they'll tell us our product or service stinks, that we're horrible people and we should never have set foot on earth.
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Online Customer Experience is Serious Business
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.
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 | Thank you, Bob Cocksedge, for teaching all of us
Your call center is probably the single cheapest investment you can make in building your consumer or business to business brand among customers and motivated prospects.
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 | More important facts you cannot ignore - part 4
You probably already know this, or at least some of this. But then again, I have learned through experience that repetition helps, so here are some more important facts you can't ignore.
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 | The Customer Complaint Iceberg
Stop! Before you dismiss last week's customer complaint as unimportant, consider this: research by US firm TARP shows that for every 26 unhappy customers, only one will lodge a formal complaint with Management. The real concern, however, comes from the finding that an average of 1,560 people will hear about at least one of these unhappy customers' experiences.
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 | The dangerous customer
What is a dangerous customer? It is not necessarily a customer that is threatening you with a knife or a
gun. (That is not just a dangerous customer, but a dangerous person.)
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 | How CRM relates to customer experience management
As promised in "Customer Experience Management - Moments of Truth" - Michael Leander Nielsen provides insights on how CRM and Customer Experience Management work effectively together.
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 | The new role of marketing in the experience economy
How does the role of marketing organizations fit into the experience economy, and what can a chief marketing officer do to earn more influence? Michael Leander Nielsen provides a quick overview.
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Your customers experiences equal money. TeleFaction’s Return on Behavior concept helps you to increase the value of your customers’ experiences. Whether you focus on improving customer satisfaction and loyalty, increasing additional sales and resale, reducing churn and loss of customers, or improving your critical business relations in customer service at all contact points, TeleFaction offers a solution that will yield the desired results. Return on Behavior Magazine is a free service from TeleFaction.
Return on Behavior Magazine was produced in cooperation with Customaxi
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Return on Behavior Magazine
