Author Archive | Bob Hayes, PhD

Improving Employee Empowerment Begins with Measurement

Blog post by on May 20, 2014

I read an article last week on employee empowerment by Annette Franz. She reflected on the merits of employee empowerment and also provided excellent examples of how employers can improve the customer experience by empowering their employees; …

Got Empathy?

Blog post by on April 23, 2014

My best friend went on a family vacation and, upon his return home, retold his vacation horror story to me. He was so upset about his treatment by a major airline that he wrote a 4-page letter …

Customer Loyalty is Alive and Well

Blog post by on April 2, 2014 Editor's Pick

I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, by Curtis Bingham. He argues that companies need to use customer engagement metrics instead of using customer loyalty metrics. He, however, confuses the meaning …

Big Data Trends for 2014

Blog post by on February 3, 2014

Last week, I consolidated several Big Data vendors’ predictions about what to expect in the Big Data world in 2014. This week, we will take a look at what Big Data customers think. IDG Enterprise conducted a study …

The Big Picture of Big Data for 2014

Blog post by on January 30, 2014

Several Big Data vendors have provided their predictions about what we might expect from the field of Big Data in 2014. These predictions come from articles from the following vendors (links provide each vendor’s predictions): IBM, SGI, Think …

The Meaning of Scale Values for Likelihood to Recommend Ratings

Blog post by on December 16, 2013

Customer experience management professionals use self-reported “likelihood” questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types of loyalty behaviors toward the company, including …