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).
The One Hidden Skill You Need to Unlock the Value of Your Data
An examination of data scientist skills reveals an often overlooked skill necessary to uncover insights from data: The Scientific Method Data scientists are a hot...
Big Data Trends for 2014
Last week, I consolidated several Big Data vendors’ predictions about what to expect in the Big Data world in 2014. This week, we will...
The Big Picture of Big Data for 2014
Several Big Data vendors have provided their predictions about what we might expect from the field of Big Data in 2014. These predictions come from...
Estimating Other “Likelihood to Recommend” Metrics from Your Net Promoter Score (NPS)
In the realm of customer experience management, businesses can employ different summary metrics of customer feedback ratings. That is, the same set of data...
The Meaning of Scale Values for Likelihood to Recommend Ratings
Customer experience management professionals use self-reported "likelihood" questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their...
Two More Customer Experience Facts and Suggestions You Can’t Ignore [INFOGRAPHIC]
Keepify rounded up some facts about the customer experience (CX) and presented them in an infographic titled "14 Customer Experience Facts Marketers Can't Ignore."...
In Data We Trust
The use of data in driving business decisions is a competitive imperative in today's business world, improving how companies market to, sell to, and...
Six Practices Critical to Creating Value from Data and Analytics [INFOGRAPHIC]
IBM Institute for Business Value surveyed 900 IT and business executives from 70 countries from June through August 2013. The 50+ survey questions were...
Creating Value from Analytics: The Nine Levers of Business Success
IBM just released the results of a global study on how businesses can get the most value from Big Data and analytics. They found...
Don’t Let a Bad Experience Harsh Your Customers’ Buzz
Figure 1. Word cloud for verbatim comments about medical marijuana dispensaries from 1000+ customers/patients. Data are from Leafly and Weedmaps. The recreational marijuana industry is...
Nate-Silvering Small Data Leads to Internet Service Provider (ISP) industry insights
There is much talk of Big Data and how it is changing/impacting how businesses improve the customer experience. In this week's post, I want...
How to Become a Customer Experience Analytics Innovator
Companies continually look for ways to outperform their competitors. One way is to apply analytics to their treasure trove of data. Researchers, for example,...
The Total Customer Experience: How Oracle Builds their Business Around the Customer
Oracle stands as a great example of a company that builds their business around the customer. In my new book on customer experience management...
Which Customer Loyalty Metric is the Best? My Interview with Jeff Olsen of Allegiance Radio
Jeff Olsen of Allegiance interviews me at VoCFusion 2013. I gave a talk at VoCFusion last month on the value of Big Data in customer...
Big Data – What it Really Means for VoC and Customer Experience Professionals
I had the privilege of delivering a talk on the topic of Big Data on May 15, 2013 in Las Vegas as part of VOCFusion, the world's...
Getting a 360
Businesses, to succeed, need to have a deep understanding of their customers. Businesses now have unprecedented access to a wide variety of different types...
The Final Four of the IBM Smart Sixteen Big Data Challenge
IBM recently set up a March Madness bracket for a field of 16 Big Data teams. Last week, Natasha Gabriel listed the elite eight...
How the Right Loyalty and Operational Metrics Drive Service Excellence – Webinar
Last week, I spoke at the CustomerThink customer experience researchers and practitioners sharing leading-edge practices. Bob Thompson, founder of CustomerThink, organized several sessions focusing...
Adoption of Analytics in Business Increasing but ROI Remains Elusive [INFOGRAPHIC]
Accenture recently released a report about the use of analytics in business. In the summer of 2012, they surveyed 600 executives from the US...
Improving the Value of Customer Experience Analytics
It is no surprise that many businesses are taking advantage of the power of analytics. In 2010, researchers from MIT Sloan Management Review and...