Bob Hayes

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 supplier of goods or services, over the duration of their relationship with that supplier.” In practical terms, customer experience is...

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 two important business imperatives. First, they need to be able to leverage the revenue from their print media to fund...

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 good interpersonal (customer-facing) skills. We now live in a world of Big Data where everything is quantified. This statement holds...

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 receive value from their solutions to decrease customer churn and grow the existing relationship. To accomplish this goal, CSMs require...

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 improve their relationship with customers to improve their chances of success. In our Big Data world, Customer Success Management (CSM)...

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 to the NPS Dogma and Follow the Evidenced) related to the claim that the NPS is the best predictor of...

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 analytics in customer experience. I covered such topics as Big Data, data science and how they can help you improve...

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 is widely used by companies, most people don’t know that it actually has three serious problems. First, the “research” behind...

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 with their current vendor. Consequently, many subscription-based and SaaS companies are turning to the practice of Customer Success to keep...

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 you how you can improve retention rates, increase purchasing behavior and maximize the lifetime value of your customers.Customer retention is...

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 can leverage information from genome sequencing to tailor cancer treatments for a specific patient in order to improve health outcomes,...

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, are housed in separate data silos. While each data silo contains important pieces of information about your customers, if you...

Four Ways to Optimize Your Customer Survey [INFOGRAPHIC]

Companies, in support of their customer experience management (CXM) programs, rely heavily on the use of customer surveys as a means of collecting customer feedback. An optimal customer survey maximizes the value of the survey to both the businesses who use them and their...

How Datameer Is Helping Businesses Improve the Value of Their Data

Big Data analytics is at a crossroads; Gartner reported that, through 2017, 60% of Big Data projects will fail to go beyond piloting and experimentation, and will be abandoned. I had the opportunity to talk to Andrew Brust, Sr. Director of Marketing Strategy and...

5 NPS Myths and How to Overcome Them

I first heard of the Net Promoter Score from Fred Reichheld, one of its co-developers, in a talk he gave at a vendor conference. When he stated that “the NPS is the best predictor of business growth,” my interest was piqued. Why? I have...

4 Reasons Why Customer Retention Matters to Your Customer Acquisition Efforts

Business growth depends on acquiring new customers and keeping them around for a long time. Yet businesses are over 2x more likely to focus on acquisition efforts than they are retention efforts. In today’s post, I want to discuss why businesses need to increase...

Analyzing Big Data Using an Integrated, Customer-Centric Approach

Businesses are trying to leverage their vast amounts of data to stay ahead of the competition and move their business forward. The application of Big Data analytics refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of...

4 Criteria for Evaluating Your Customer Feedback Metrics

Both Customer Experience Management (CXM) and Customer Success Management (CSM) programs necessarily require the collection, synthesis, analysis and dissemination of customer metrics. The quality of customer metrics necessarily impacts your understanding of how to best manage customer relationships to improve the customer experience, increase...

Does Your Company Follow Customer Analytics Best Practices?

Businesses are adopting formal customer-centric programs in the hopes that they can distinguish themselves from their competition. While these programs might differ by name, their underlying functions and goals are the same: to ensure the customer receives...

These 13 Customer Experience Practices will Improve Customer Loyalty

Figure 1. Customer Experience Leaders Outperform Customer Experience Laggards Adoption of customer experience (CX) best practices plays a significant role in the success of any company. In this post, I present specific customer experience management (CEM) business practices that are linked to high customer loyalty. By...

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