Effective Marketing in the Customer Experience Economy

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

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.

Customaxi is organizing The International Customer 2.o Marketing Conference in Berlin. The conference will take place in September 2007.

Designed to benefit marketing managers, marketing directors, VP marketing, emarkerking managers, loyalty marketing managers, acqusition marketing managers and professionals working in the field of online and offline marketing, the conference is a customer experience, customer loyalty, and customer retention conference committed to linking present and emerging methodologies with successful marketing acquisition and loyalty marketing activities.

Visit the conference website and learn more

The service, that your customers experience is a key component in your ability to secure customer loyalty.

For every company that declares as its goal to be more customer-driven it is from the start crucial to understand the company's position in relation to the customers: How do the customers perceive the company's products and services? Are they satisfied with the products and services that they buy? Do they think that there is an acceptable relation  between price and quality? Which factors influence the customers' satisfaction and loyalty? Is customer satisfaction rising or falling, and what is the customers' evaluation of the company in comparison with its competitors? 

Read full article

Contact Customaxi if you want to know more about this subject