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).
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…
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 Program
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...