Bob Hayes

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...

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....

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...

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...

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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