Bob Hayes

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...

Why do we use surveys to measure customer loyalty?

Customer loyalty is the leading indicator of business growth. As such, companies track objective measures of customer loyalty to help them monitor the health...

Try these Customer Loyalty Questions for your Relationship Survey

Customer loyalty is the leading indicator of business growth. In fact, a main reason why companies implement voice of the customer (VoC) initiatives is...

Wade Loves Costco and so Does Wade

Wade is a good friend and colleague. Even though he lives in San Diego and I live in Seattle, we talk regularly to consult...

Optimizing your customer relationship survey

Companies use customer relationship surveys to understand and improve the health of the customer relationship. Customers are asked to provide ratings about their overall...

Know your Enterprise Feedback Management Provider

Provider 1 Word Cloud - TOP WORDS: CUSTOMER, EXPERIENCE, MANAGEMENT, SOLUTIONS, SERVICES Provider 2 Word Cloud - TOP WORDS: CUSTOMER, CONTACT, CENTER, SERVICES, PARTNERS Provider 3...

The Value of Enterprise Feedback Management Vendors

In an excellent post, Bob Thompson reviews the VoC space in his blog on Voice of the Customer (Voc) Command Centers, including a discussion...

Getting to Love: Customer Word Clouds

I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor...

Business Linkage Analysis: VOC – Constituency Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure...

Business Linkage Analysis: VOC – Operational Metrics

Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure...

Business Linkage Analysis: VOC – Financial Linkage

Figure 1. Common types of linkages among disparate data sources Business linkage analysis is the process of linking disparate business data sources together for the...

Business Linkage Analysis: An Overview

Customer feedback professionals are asked to demonstrate the value of their customer feedback programs. They are asked: Does the customer feedback program measure attitudes...

20 Best Practices for Customer Feedback Programs: Applied Research

Below is the final installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Applied Research. Figure 5. Common...

20 Best Practices for Customer Feedback Programs: Method and Reporting

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Method and Reporting. Best Practices...

20 Best Practices for Customer Feedback Programs: Business Process Integration

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Business Process Integration. Business Process...

20 Best Practices for Customer Feedback Programs: Strategy and Governance

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Strategy and Governance. Strategy/Governance Best...

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