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November 23, 2007
Word of Mouth Versus Traditional Marketing. Friend or Foe?
In this article by Graham Hill, he asks the key question; whether or not social marketing achieves a better return on resources than traditional marketing does. Read the article at Return on Behavior Magazine
10:05 Posted by Michael Leander Nielsen in Marketing and Networking | Permalink | Comments (0) | Email this | Tags: marketing, graham hill, word of mouth, customaxi, michael leander nielsen
Turning Customers Into Good Corporate Citizens
In this short article, Dr. Francis Buttle elaborates on what he calls the "customer citizenship behaviors". The article can be found at Return on Behavior Magazine published by TeleFaction.
09:50 Posted by Michael Leander Nielsen in Customer experience | Permalink | Comments (0) | Email this | Tags: customer citizinship behaviors, return on behavior magazine, customaxi, michael leander nielsen
November 21, 2007
Recommendations most trusted by internet users
According to a recent survey by eMarketer recommendations from customers is the most trusted type of advertising.
You can read the full article here
15:16 Posted by Michael Leander Nielsen in Customer experience | Permalink | Comments (0) | Email this
November 15, 2007
Creating and Feeding the Customer Management Strategy
Businesses stand to reap massive rewards by regularly reviewing the strategies that enable them to consistently create value for their customers.
This, by implication, requires employees to have a keen understanding of the actual and potential nature and value of existing and prospective customers.
Read Doug Leathers article here
06:55 Posted by Michael Leander Nielsen in Customer experience | Permalink | Comments (0) | Email this | Tags: crm, customer management, customaxi, michael leander, doug leather
November 13, 2007
Prerequisites for cross- and up-selling
In many companies the focus is about the tools rather than the means. Many companies are focusing on how to shorten the time the customer is on the line or using a lot of resources moving the customer to self-service systems, so that they forget that it is not about the call, but about the customer.This is behavior driven.
Pay agents to shorten queue times, they shorten queue times. Pay them to move customers to self-service systems; they move customers to self-service systems. And that so effectively, that the customer got forgotten in the process.
Read the full article at Return on Behavior Magazine
06:35 Posted by Michael Leander Nielsen in Loyalty and retention | Permalink | Comments (0) | Email this | Tags: return on behavior magazine, loyalty, contact center, michael leander nielsen, leander, customaxi, TeleFaction
November 02, 2007
New online magazine about marketing
TeleFaction recently published their latest Return on Behavior Magazine in English. With interesting articles covering modern marketing topics in the areas of customer experience, customer centricity, marketing, marketing management, dialogue marketing and much more.
Return on Behavior Magazine is recommendable. Read on.
07:00 Posted by Michael Leander Nielsen in Marketing and Networking | Permalink | Comments (0) | Email this | Tags: marketing, news, michael leander, customaxi, telefaction