Bob Hayes

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...

Customer Loyalty 2.0, Part 5: Measurement and Meaning of Customer Loyalty: Drivers of Advocacy...

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

Customer Loyalty 2.0, Part 4: Measurement and Meaning of Customer Loyalty; Advocacy Loyalty and...

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

Customer Loyalty 2.0, Part 3: Reliability of Loyalty Indices

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

Customer Loyalty 2.0, Part 2: Advocacy, Purchasing and Defection Loyalty

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

Customer Loyalty 2.0, Part 1: Measurement and Meaning of Customer Loyalty

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

More Net Promoter Rhetoric

I read a blog today (http://satmetrix.typepad.com/richard_owen/) by Richard Owen, the President of Satmetrix. Satmetrix is the co-developer of the Net Promoter Score. True to form, Mr....

Relationships, Transactions and Heuristics

Background There are two general types of customer satisfaction surveys: 1) Customer Transaction Surveys and 2) Customer Relationship Surveys. Customer Transactional Surveys allow you...

Net Promoter Versus ACSI: It’s the Same Thing

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 of the...

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