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).
How to Use Patient Experience Ratings to Prioritize Your Hospital’s Improvement Initiatives
Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback...
Big Data Advances in Customer Experience Management
I gave a talk last week on Big Data and Customer Experience Management and how Big Data will change how companies think about their...
Map of US Hospitals and their Patient Experience Ratings
Hospitals are focusing on improving the patient experience. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback about their care as...
Patient Experience Differences Between Acute Care and Critical Access Hospitals
Hospitals are focusing on improving the patient experience as well as clinical outcomes measures. The Centers for Medicare & Medicaid Services (CMS) will...
The Relationship Between Survey Response Rates and Survey Ratings
When soliciting feedback from customers through formal surveys, we only receive a percentage of completed or returned surveys. This percentage (number of people who...
Improve the Patient Experience to Increase Patient Loyalty
Last week, I wrote about the data that the Federal government is giving away for free. Their intent is to encourage entrepreneurs and developers...
United States of America’s CTO Wants You to Kick Ass with Big Data
I recently watched an 8-minute TechCrunch interview of United States of America's Chief Technology Officer, Todd Park, that got me really excited. It...
Understand Your Company Ecosystem to Improve Company Performance
Figure 1. Service Delivery Model Highlights the Impact of Employees and Partners on Customer Loyalty and Business Growth We have much evidence that effective customer...
Unmasking the Problem with Net Scores and the NPS Claims
I wrote about net scores last week and presented evidence that showed net scores are ambiguous and unnecessary. Net scores are created by...
The Best Likelihood to Recommend Metric: Mean Score or Net Promoter Score?
A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of customer metrics. Customer metrics are numerical scores or...
How Oracle Uses Big Data to Improve the Customer Experience
Data Silo for each Business Data Source Customer experience management (CEM) programs are no stranger to the use of data. CEM professionals use data to...
Big Data has Big Implications for Customer Experience Management
Unless you have been living under a rock, you know that Big Data is the latest buzz word in the world of business. The...
Using Driver Analysis to Improve Employee Loyalty
Researchers have shown a consistent relationship between employee attitudes and customer attitudes. Specifically, they have found that satisfied/loyal employees, compared to dissatisfied/disloyal employees, have...
Getting the Most Value from your Employee Survey
Employee experience survey questions need to cover different touch points across the employee life cycle. Companies need to ensure they are providing their employees with...
Visualizing Product Quality and Customer Service Quality
I recently wrote about (and visually illustrated) the different types of customer loyalty in customer experience management programs. In that post, I showed how...
Is Service Quality More Important than Product Quality?
This past weekend, Apple released the iPad 3. My daughter and I visited the Apple store in downtown San Francisco to take a peek...
4 Ways to Optimize Your Customer Survey [INFOGRAPHIC]
Companies, in support of their customer experience management (CEM) programs, rely heavily on the use of customer surveys as a means of collecting customer...
The Pitfalls of Using Predictive Models
I joined my friend's fantasy football league this past season. I was skeptical to join at first. My friend's league had been together for...
Clarifying Employee Engagement: A Review of Four Employee Engagement Measures
The concept of employee engagement is a popular one. Companies with higher employee engagement have better outcomes (e.g., higher customer loyalty, increased employee performance,...
Visualizing the Three Components of Customer Loyalty
I use factor analysis (more an that below) often in my customer experience management research. Specifically, I use it to help understand how to...