Bob Hayes

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...

20 Best Practices in Customer Feedback Programs: Building a Customer-Centric Company

Customer feedback programs (sometimes referred to as Voice of the Customer Programs, Customer Loyalty Programs) are widely used by many companies. These customer feedback...

Linking Customer Feedback Metrics to Business Metrics: Establishing the Value of your Customer Feedback...

Goals of Conducting Linkage Analysis Customer feedback professionals, as well as other business professionals, are asked to demonstrate the value of programs they have implemented....

Toyota’s roadmap to recovery

I was asked, along with four other contributors, to share our thoughts regarding what companies could learn from the recent Toyota recalls. My contribution...

Does Social Media Improve Customer Loyalty? Customer Feedback Programs Best Practices Survey

Business Over Broadway announces their second Customer Feedback Programs Best Practices survey to study the use and impact of social media tools on customer...

Customer Loyalty and Customer Lifetime Value

Customer loyalty and customer lifetime value are two different, yet related, areas of study. The purpose of this discussion is to outline each area...

Customer Feedback Professionals Do Not Believe the NPS Claims

The Net Promoter Score (NPS) is used by many of today's top businesses to monitor and manage customer relationships. Fred Reichheld and his co-developers...

Customer Feedback Programs Best Practices: An Empirical Investigation

Improving the customer relationship is seen as the key to improving business performance (Ang & Buttle, 2006; Reinartz, Krafft & Hoyer, 2004). In the...

Customer Loyalty and Goal Setting

All companies who use customer loyalty surveys strive to see increases in their customer loyalty scores. Improving customer loyalty has been shown to have...

Customer Loyalty 2.0, Part 6: Advocacy and Purchasing Loyalty; Company Comparisons, and Predicting Business...

The measurement of customer loyalty has been a hot topic lately. With the latest critiques of the Net Promoter Score coming in from the...

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