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).
When Buying a Company, Use Customer Feedback to Improve Due Diligence
I have been doing some work on how investment professionals can use customer feedback as part of their valuation process. I include a case...
What is Customer Loyalty? Part 2: A Customer Loyalty Measurement Framework
Read about the development of the RAPID Loyalty Approach. Click image to download the article. Last week, I reviewed several definitions of customer loyalty (see...
What is Customer Loyalty? Part 1
Article on RAPID Loyalty Approach – click to download article There seems to be a consensus among customer feedback professionals that business growth depends on...
One Thing You Need To Know About Statistics. Maybe Two
In my professional work, I use statistics to help businesses make sense of their data. By applying statistics to their wide array of business...
The Hazards of Bad Data in Customer Experience Management [INFOGRAPHIC]
Customer experience management is a data-intensive effort. Relying on a variety of different data sources, businesses try to gain insight to optimize business process,...
Creating Loyal Customers for SaaS Companies [VIDEO]
Figure 1. Software as a Service (Saas) sales funnel illustrates the importance of three types of customer loyalty: Retention, Advocacy and Purchasing. From Stephen...
Three Customer Experience Management Tips for Startups
I was invited to give a talk last week at a local incubator (Eastside Incubator) on how startups can incorporate customer experience management into...
In the Absence of Data, Everyone is Right
I wrote a post last week that compared two ways to make decisions/predictions: 1) opinion-driven and 2) data-driven. I am a big believer of...
The Value of Opinion versus Data in Customer Experience Management
Senior executives make business decisions based on different types of information. They can use their gut feelings to guide their decisions, they can use...
Measuring Customer Loyalty in Non-Competitive Environments
Measuring customer loyalty, the degree to which customers engage in positive behaviors toward your company/brand, is essential for your customer experience management (CEM) program....
The Big Data Problem in Customer Experience Management: Understanding Sampling Error
Big Data is being touted as the next big thing for businesses. The benefits of Big Data are apparent in many areas, from search...
Battling Misinformation in Customer Experience Management
I read an article last week in Scientific American that has implications about the field of customer experience management (CEM). The article, Diss Information:...
Is the Importance of Customer Experience Overinflated?
Companies rely on customer experience management (CEM) programs to provide insight about how to manage customer relationships effectively to grow their business. CEM programs...
Big Data Provides Big Insights for U.S. Hospitals
The U.S. government provides a variety of publicly available databases that include metrics on the performance of US hospitals, including patient experience (PX) database,...
The Reliability and Validity of the Consumer Financial Protection Bureau (CFPB) Complaint Database
I was invited to present at the Federal Reserve Bank of Philadelphia's Payment Card Center conference, Consumer Financial Protection Regulations: How Do They Measure...
Customer Loyalty Measures Require Comprehensiveness and Clarity
Developing measures of customer loyalty using survey questions is a scientific endeavor; these loyalty measures are typically customers' self-reported likelihood of engaging in future...
A Good Patient Experience Does not Start with Medical Spending
Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback...
Evaluating Hospital Quality using Patient Experience, Health Outcomes and Process of Care Measures
Patient experience (PX) has become an important topic for US hospitals. The Centers for Medicare & Medicaid Services (CMS) will be using patient feedback...
Map of US Hospitals and their Health Outcome Metrics
Using publicly available hospital data, I developed a map to help you easily identify and understand how your hospital ranks with respect to two...
Map of US Hospitals and their Process of Care Metrics
Using publicly available hospital data, I developed a map to that ranks US hospitals with respect to how well they follow guidelines, standards of...