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Bob Hayes

Bob Hayes, PhD
Bob E. Hayes, PhD (Business Over Broadway) is a scientist, blogger and author on CXM and data science (TCE: Total Customer Experience, Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty).

Analyzing Big Data: A Customer-Centric Approach

The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The...

Ten Guidelines for Clean Customer Feedback Data

Customer experience management (CEM) programs involve the collection, analysis and dissemination of customer feedback. These customer feedback data are extremely valuable to businesses. Customer...

The Practice of Customer Experience Management: An Overview

Customer Experience Management (CEM) is the process of understanding and managing your customers' interactions with and perceptions of your company or brand. The ultimate...

Four Things You Need to Know about Your Customer Metrics

What Customer Metrics Do You Use? A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business...

Assessing the Validity of your Customer Experience Management Program

Measurement Model of Advocacy Loyalty - Measured by Overall Satisfaction, Likelihood to Recommend and Continue Buying Companies with customer experience management (CEM) programs rely heavily...

The Net Promoter Score: Let Us Not Forget The Past

Those who cannot remember the past are condemned to repeat it. Those words are as true today as they were in 1905 when George...

How Reliable is your CEM Program?

Companies rely on statistical analysis to extract information from their Customer experience management (CEM) data. Companies use statistical analyses to extract different types of...

The Good. The Bad. The Twitter: An Open Letter

The content of this blog post is an email I sent to Twitter. I wrote the email in response to a poor customer experience...

Two Things Everyone Needs to Know About Your CEM Program

Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important...

Asking the Right Customer Experience Questions

Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge...

Simplifying Loyalty Driver Analysis

Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to...

Maximizing the value of your customer experience management data

Figure 1. Service Delivery Model Helps Companies Understand Factors that Drive Business Growth Customer experience management (CEM) programs can generate a lot of data. The...

Measuring The Customer Experience Requires Fewer Questions Than You Think

Figure 1. Three Phases of the Customer Lifecycle A formal definition of customer experience, taken from Wikipedia, states that customer experience is: "The sum of...

The Importance of Your Relative Performance

Customer Experience Management (CEM) is the process of understanding and managing customers' interaction with and perceptions about the company/brand. In these programs, customer experience...

Relative Performance Assessment: Improving your Competitive Advantage

Companies continually look for ways to increase customer loyalty (e.g., recommendations, retention, continue buying, purchase different/additional offerings). A popular loyalty improvement approach is customer...

Understanding the Mobile User Experience Will Help you Build a Better App

I have had the opportunity to apply my knowledge about customer loyalty/experience measurement in the area of mobile application development/testing. Today's post is about...

What does the 5-point/star mobile app rating tell us about user loyalty?

I have had the opportunity to apply my knowledge about customer loyalty/experience measurement in the area of mobile application development/testing. Today's post is about...

Remembering Steve Jobs

Remembering Steve Jobs. Click image to enlarge. I have read more about Steve Jobs after his passing than before. The outpouring of emotion and words...

Measuring Customer Loyalty is Essential for a Successful CEM Program

Customers can exhibit many different types of loyalty behaviors toward a company (e.g., recommend, purchase same, purchase different products, stay/leave), each responsible for different...

Customer Experience Management Defined

I would like to provide my definition of customer experience management. Before I do, I would like to talk about my understanding of the...

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