Bob Hayes

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 course of this endeavor, popular business strategies emerged that have shined a spotlight on the importance of understanding customers' attitudes,...

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 a positive impact on business results and long-term business success. Toward that end, executives implement various company-wide improvements in hopes...

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 both practitioners and academic researchers, there is much debate on how companies should measure customer loyalty. I wanted to formally...

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 both practitioners and academic researchers, there is much debate on how companies should measure customer loyalty. I wanted to formally...

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 both practitioners and academic researchers, there is much debate on how companies should measure customer loyalty. I wanted to formally...

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 both practitioners and academic researchers, there is much debate on how companies should measure customer loyalty. I wanted to formally...

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 both practitioners and academic researchers, there is much debate on how companies should measure customer loyalty. I wanted to formally...

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 practitioners and academic researchers, there is much debate on how companies should measure customer loyalty. I wanted to formally write...

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. Owens minimizes the critiques of the NPS that are circulating around the blogsphere as well as scientific journals. He…

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 to track satisfaction for specific events. The transactional surveys are typically administered soon after the customer has a specific interaction...

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 NPS say that a single survey question, "How likely are you to recommend Company Name to a friend or…

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