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 Just One Word to Understand the Health of Customer Relationships
Did you know that CSI can help you understand, in just one word, the health of your customer relationships? No, I don’t mean Crime...
Development of the Customer Sentiment Index: Reliability, Validity and Usefulness
This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction, Part 1 and Part 2). The CSI measures...
Development of the Customer Sentiment Index: Lexical Differences
This is Part 2 of a series on the Development of the Customer Sentiment Index (see introduction, and Part 1). The CSI assesses the extent to...
6 Customer Experience Practices Separate Loyalty Leaders from Laggards
In this post, I study what loyalty-leading companies do differently than loyalty-lagging...
My Big Data Resolution for 2015
Figure 1. NewVantage Partners study of Fortune 1000 technology executives. I generally like precision, and I strive for it in my writing and thinking. It...
Development of the Customer Sentiment Index: Measuring Customers’ Attitudes
This is Part 1 of a series on the Development of the Customer Sentiment Index (see introduction here). The CSI assesses the degree to which...
Are U.S. Hospitals Delivering a Better Patient Experience?
The Centers for Medicare & Medicaid Services (CMS) use patient feedback about their care as part of their reimbursement plan for acute care hospitals. Under the Hospital...
Is Big Data The Most Hyped Technology Ever?
I read an article today on the topic of Big Data. In the article, the author claims that the term Big Data is the...
Big Data Integration and Your Customer Genome
One of business’ Big Data challenges is the integration of different data silos. The integration of these disparate customer data helps your analytics team...
Six Ways to Define Big Data
Berkeley School of Information (datascience@berkeley) recently asked experts in a variety of industries to provide their definition of “Big Data”. They received over 40...
The Meaning, Measurement and Analysis of the Employee Experience
Managing the employee experience is critical to the success of your business. Employees, after all, build the products and deliver service to your customers. In...
Your Relative Performance: A Better Predictor of Employee Turnover
Last week, I compared two employee turnover metrics. One metric was a self-reported measure gathered through surveys. The other metric reflected the employment status at...
Self-Reported Intentions vs. Actual Behaviors: Comparing Two Employee Turnover Metrics
Reducing employee turnover is an important way to improve how a company performs. It is estimated that employee turnover costs companies 16% of the annual...
The Hidden Bias in Customer Metrics
Business leaders understand how their business is performing by monitoring different metrics. Metrics are essentially a summary all the data (yes, even Big Data) into...
The What and Where of Big Data: A Data Definition Framework
I recently read a good article on the difference between structured and unstructured data. The author defines structured data as data that can be easily...
Improving Employee Empowerment Begins with Measurement
I read an article last week on employee empowerment by Annette Franz. She reflected on the merits of employee empowerment and also provided excellent...
Your Product, Future and Employees: Three Customer Experience Pillars of Growth
Customer experience touch points are not created equal. Findings from a study of six B2B technology companies highlight the top customer experience touch points that...
Got Empathy?
My best friend went on a family vacation and, upon his return home, retold his vacation horror story to me. He was so upset...
Customer Loyalty is Alive and Well
I read an article last week on Forbes, Customer Loyalty Is Dead. Long Live Engagement, by Curtis Bingham. He argues that companies need to use...
Big Data Improves The Customer Experience Through Silo Integration
I had the privilege of delivering a talk on the topic of Big Data and Customer Experience as part of the Customer Experience Professional Association...