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Profile: Bob Hayes
Articles by Bob Hayes
Getting a 360° View of the Customer – Interview with Mark Myers of IBM
Businesses, to succeed, need to have a deep understanding of their customers. Businesses now have unprecedented access to a wide variety of different types of customer data from which to... read more
Improving the Value of Customer Experience Analytics
It is no surprise that many businesses are taking advantage of the power of analytics. In 2010, researchers from MIT Sloan Management Review and IBM found that organizations that used... read more
Adoption of Analytics in Business Increasing but ROI Remains Elusive [Infographic]
Accenture recently released a report about the use of analytics in business. In the summer of 2012, they surveyed 600 executives from the US and UK about their use of... read more
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 study of an investment firm that... read more
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... read more
What is Customer Loyalty? Part 1
There seems to be a consensus among customer feedback professionals that business growth depends on improving customer loyalty. It appears, however, that there is little agreement in how they define... read more
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 King at stephdokin.com Software as a... read more
Three Customer Experience Management Tips for Startups
Figure 1. Customer Experience Management Program Components I was invited to give a talk last week at a local incubator (Eastside Incubator) on how startups can incorporate customer experience management... read more
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 using data to help make decisions/predictions.... read more
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. We know that customer loyalty is... read more
The Value of Opinion versus Data in Customer Experience Management
1Nate Silver of fivethirtyeight.com and author of The Signal and the Noise Senior executives make business decisions based on different types of information. They can use their gut feelings to... read more
What is the Value of International Polls about the US Presidential Candidates?
I saw the results of a recent opinion poll about the US presidential election that amazed me. While many recent polls of US voters reveal a virtual tie in presidential... read more
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 results and recommendation engines to customer... read more
Battling Misinformation in Customer Experience Management
1I read an article last week in Scientific American that has implications about the field of customer experience management (CEM). The article, Diss Information: Is There a Way to Stop... read more
Is the Importance of Customer Experience Overinflated?
1Companies rely on customer experience management (CEM) programs to provide insight about how to manage customer relationships effectively to grow their business. CEM programs require measurement of primarily two types... read more
