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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 …