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).
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 Growth
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 Loyalty and Purchasing 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 4: Measurement and Meaning of Customer Loyalty; Advocacy Loyalty and Purchasing 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 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,…
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…