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Profile: Bob Hayes

Bob E. Hayes, PhD is the Chief Customer Offier of TCELab and president of Business Over Broadway. At TCELab, he is responsible for product management and customer happiness. He is considered a thought leader in the field of customer experience management. He conducts research on customer feedback programs, customer experience / satisfaction / loyalty measurement and shares his insights through his talks, blogs and books (see Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty).

He received his PhD in industrial-organizational psychology from Bowling Green State University, specializing in survey research and quantitative methods. He has over 20 years of consulting and research experience in enterprise and midsize companies, including Oracle, Agilent Technologies, Sophos, Virtual Instruments, Netsmart Technologies and Genstar Capital. He has managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. He has published numerous articles in both scientific and trade journals and presented research at national and international conferences on the measurement of customer satisfaction and loyalty, employee empowerment, and employee perceptions of workplace safety.

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Articles by Bob Hayes
Your Relative Performance: A Better Predictor of Employee Turnover

Your Relative Performance: A Better Predictor of Employee Turnover

Human Resources

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 a later date (the objective... read more

Self-Reported Intentions vs. Actual Behaviors: Comparing Two Employee Turnover Metrics

Self-Reported Intentions vs. Actual Behaviors: Comparing Two Employee Turnover Metrics

Human Resources

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 salary ( $75K) of higher... read more

The Hidden Bias in Customer Metrics

The Hidden Bias in Customer Metrics

Customer Experience

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 a score. Metrics include new... read more

The What and Where of Big Data: A Data Definition Framework

The What and Where of Big Data: A Data Definition Framework

Big Data

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 organized. As a result these... read more

Improving Employee Empowerment Begins with Measurement

Improving Employee Empowerment Begins with Measurement

Leadership

I read an article last week on employee empowerment by Annette Franz. She reflected on the merits of employee empowerment and also provided excellent examples of how employers can improve... read more

Your Product, Future and Employees: Three Customer Experience Pillars of Growth

Your Product, Future and Employees: Three Customer Experience Pillars of Growth

Customer Experience

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 drive different kinds of business... read more

Customer Loyalty is Alive and Well

Customer Loyalty is Alive and Well

Customer Experience

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 customer engagement metrics instead of... read more

The One Hidden Skill You Need to Unlock the Value of Your Data

The One Hidden Skill You Need to Unlock the Value of Your Data

Big Data

An examination of data scientist skills reveals an often overlooked skill necessary to uncover insights from data: The Scientific Method Data scientists are a hot commodity in today’s data-abundant world.... read more

Big Data Trends for 2014

Big Data Trends for 2014

Big Data

Last week, I consolidated several Big Data vendors’ predictions about what to expect in the Big Data world in 2014. This week, we will take a look at what Big... read more

The Big Picture of Big Data for 2014

The Big Picture of Big Data for 2014

Big Data

Several Big Data vendors have provided their predictions about what we might expect from the field of Big Data in 2014. These predictions come from the following articles from the... read more

Estimating Other “Likelihood to Recommend” Metrics from Your Net Promoter Score (NPS)

Estimating Other “Likelihood to Recommend” Metrics from Your Net Promoter Score (NPS)

Strategy

In the realm of customer experience management, businesses can employ different summary metrics of customer feedback ratings. That is, the same set of data can be summarized in different ways.... read more

The Meaning of Scale Values for Likelihood to Recommend Ratings

The Meaning of Scale Values for Likelihood to Recommend Ratings

Strategy

Customer experience management professionals use self-reported “likelihood” questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types... read more

Customer Loyalty Resource for Customer Experience Professionals

Customer Loyalty Resource for Customer Experience Professionals

Loyalty Marketing

I have written on the topic of customer loyalty and related matters for many years. I organized many of these writings on customer loyalty and metrics below as a quick... read more

Two More Customer Experience Facts and Suggestions You Can’t Ignore [Infographic]

Two More Customer Experience Facts and Suggestions You Can’t Ignore [Infographic]

Customer Experience

Keepify rounded up some facts about the customer experience (CX) and presented them in an infographic titled “14 Customer Experience Facts Marketers Can’t Ignore.” These facts illustrate how companies are... read more

In Data We Trust

In Data We Trust

Big Data

The use of data in driving business decisions is a competitive imperative in today’s business world, improving how companies market to, sell to, and service their customers. Yet IBM found... read more