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).
Reimagining Your Customer Survey: Fix Three Common Problems
Businesses have a plethora of data sources to help them understand ...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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...
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,...
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...
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...
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....
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...
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...
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...
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 ...