Bob Hayes

Demystifying Data Science For All

I’m all for helping educate the world about the power of data and analytics. I believe that the power of data science can help...

Customer Analytics Best Practices: Free White Paper

Download the free 22-page white paper by clicking the image. We surveyed 80+ customer-centric professionals in companies with formal customer-centric programs (e.g., customer experience, customer...

How to Create the Right Customer Health Score

Businesses have been putting the customer at the center of their strategy for decades. Adopting a customer-centric...

State of Analytics In Customer Programs: Customer Loyalty Focus, Machine Learning Adoption and the...

A new customer analytics survey of 80+ companies provides a look into the state of analytics in customer programs. Only 32% of respondents are...

Are You Asking Customers Too Many Questions? Try Just Two

Customer feedback plays a central role in customer-focused programs. Last month, I argued that we need fewer...

25 Data Science Terms Every Customer Professional Needs to Know

We live in a Big Data world, one in which everything is quantified. As a result, customer-centric professional (e.g., customer experience, customer success) are...

Artificial Intelligence: The Customer Experience Imperative

Customer Experience Management (CXM) is the process of understanding and managing customers' interactions with and perceptions about the company/brand. In our Big Data world,...

Reimagining Your Customer Survey: Fix Three Common Problems

Businesses have a plethora of data sources to help them understand ...

Use These 7 Survey Questions to Measure the Quality of the Customer Experience

A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a...

Media and Publishing Industry Leaning on Customer Experience

The media and publishing industry is an evolving one, shifting from old-school print to new-school digital media. In this transition, publishers are confronted by...

Does Your Customer Success Manager Need Data Science Skills? Part 2

In the last post, I discussed the general idea that Customer Success Managers (CSMs) need to be knowledgeable in business and technology and possess...

Does Your Customer Success Manager Need Data Science Skills? Part 1

Customer Success Managers (CSMs) play an important role in today's subscription-based economy. Typically employed by Software-as-a-Service (SaaS) companies, CSMs are responsible for ensuring customers...

Four Data Science Imperatives for Customer Success Executives

Business growth depends on ensuring customers recommend, stay and expand their relationship with you. Businesses are implementing customer success management (CSM) programs to help...

The Problem with Net Promoter Score Segments

The NPS is a popular organizational metric used by customer experience professionals. I have noted several problems with the NPS elsewhere (see Stop Listening...

What MBA Students Need to Know about Customer Experience, Data Science and Surveys

I was asked to give a two-hour lecture at the University of Washington to an executive MBA class on the topic of measurement and...

Stop Listening to the Net Promoter Score (NPS) Dogma and Follow the Evidence

You are probably already familiar with the Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship. Although it...

3 Critical Questions Customer Success Executives Need to Answer

In today’s subscription-based economy, customers are no longer trapped in long-term contracts and are able to jump to competitors easily when they become dissatisfied...

5 Steps to Better Customer Retention Analytics

This blog describes a five-step process to improve your customer retention analytics efforts. This process leverages existing data to draw useful insights to show...

How Data Integration and Machine Learning Improve Customer Loyalty – Part 2

Last week, I introduced the notion that businesses can gain deeper customer insights if they connect their disparate data silos. Similar to how oncologists...

How Data Integration and Machine Learning Improve Customer Loyalty – Part 1

In this Big Data world, a major goal for businesses is to maximize the value of all their customer data. Most customer data, however,...

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