Business Over Broadway

Free Customer Feedback Programs Self-Assessment Survey

noreply@blogger.com (businessoverbroadway) — Fri, 29 May 2009 12:16:00 +0000

Customer feedback programs are designed to help companies understand their customers’ attitudes and experiences. This deeper customer-centric understanding helps companies identify ways to increase...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

BOB in The Netherlands

noreply@blogger.com (businessoverbroadway) — Fri, 20 Mar 2009 21:35:00 +0000

I recently gave the keynote address at the Custon Customer Congress in The Netherlands. The presentation highlighted how B2B companies can improve their customer loyalty. A copy of the presentation...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

True Test of Loyalty - Article in Quality Progress

noreply@blogger.com (businessoverbroadway) — Thu, 04 Dec 2008 19:15:00 +0000

Read the study by Bob E. Hayes, Ph.D. in the June 2008 edition of Quality Progress magazine titled The True Test of Loyalty. This Quality Progress article discusses the measurement of customer...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Customer Loyalty 2.0 Article in Quirk's Marketing Research Review

noreply@blogger.com (businessoverbroadway) — Mon, 13 Oct 2008 19:43:00 +0000

Read the study by Bob E. Hayes, Ph.D. in the October 2008 edition of Quirk's Marketing Research Review magazine titled Customer Loyalty 2.0: The NPS Debate and the Meaning of Customer Loyalty. The...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Measuring Customer Satisfaction and Loyalty (3rd Edition)!

noreply@blogger.com (businessoverbroadway) — Sun, 31 Aug 2008 19:46:00 +0000

Updated book on measuring customer satisfaction: Measuring Customer Satisfaction and Loyalty (3rd Edition). Bob E. Hayes, Ph.D. updates his best-seller about how to construct, evaluate, and use...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

The Downfall of the NPS: Customer Feedback Professionals Do Not Believe the NPS Claims

noreply@blogger.com (businessoverbroadway) — Wed, 14 May 2008 06:08:00 +0000

The Net Promoter Score (NPS) is used by many of today’s top businesses to monitor and manage customer relationships. Fred Reichheld and his co-developers of the NPS say that a single survey question,...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Customer Loyalty and Customer Lifetime Value

noreply@blogger.com (businessoverbroadway) — Wed, 26 Mar 2008 04:45:00 +0000

Customer loyalty and customer lifetime value are two different, yet related, areas of study. The purpose of this discussion is to outline each area and highlight how knowledge in both areas is...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Customer Feedback Programs Best Practices: An Empirical Investigation

noreply@blogger.com (businessoverbroadway) — Thu, 13 Mar 2008 19:27:00 +0000

Improving the customer relationship is seen as the key to improving business performance (Ang & Buttle, 2006; Reinartz, Krafft & Hoyer, 2004). In the course of this endeavor, popular business...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Net Promoter Debate: The Measurement and Meaning of Customer Loyalty (Free White Paper)

noreply@blogger.com (businessoverbroadway) — Fri, 08 Feb 2008 16:38:00 +0000

Customer Loyalty and Goal Setting

noreply@blogger.com (businessoverbroadway) — Thu, 17 Jan 2008 08:14:00 +0000

All companies who use customer loyalty surveys strive to see increases in their customer loyalty scores. Improving customer loyalty has been shown to have a positive impact on business results and...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Customer Loyalty 2.0, Part 6 - Advocacy and Purchasing Loyalty: Company Comparisons and Predicting Business Growth

noreply@blogger.com (businessoverbroadway) — Mon, 07 Jan 2008 06:51:00 +0000

The measurement of customer loyalty has been a hot topic lately. With the latest critiques of the Net Promoter Score coming in from the both practitioners and academic researchers, there is much...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Customer Loyalty 2.0, Part 5: Measurement and Meaning of Customer Loyalty: Drivers of Advocacy Loyalty and Purchasing Loyalty

noreply@blogger.com (businessoverbroadway) — Sun, 30 Dec 2007 23:54:00 +0000

Customer Loyalty 2.0, Part 4: Measurement and Meaning of Customer Loyalty: Advocacy Loyalty and Purchasing Loyalty

noreply@blogger.com (businessoverbroadway) — Mon, 24 Dec 2007 02:34:00 +0000

Customer Loyalty 2.0, Part 3: Reliability of Loyalty Indices

noreply@blogger.com (businessoverbroadway) — Mon, 17 Dec 2007 21:46:00 +0000

Customer Loyalty 2.0, Part 2: Advocacy, Purchasing and Defection Loyalty

noreply@blogger.com (businessoverbroadway) — Wed, 12 Dec 2007 07:14:00 +0000

Relationships, Transactions and Heuristics

noreply@blogger.com (businessoverbroadway) — Mon, 26 Nov 2007 06:05:00 +0000

Background There are two general types of customer satisfaction surveys: 1) Customer Transaction Surveys and 2) Customer Relationship Surveys. Customer Transactional Surveys allow you to track...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

Customer Loyalty 2.0, Part 1: Measurement and Meaning of Customer Loyalty

noreply@blogger.com (businessoverbroadway) — Mon, 26 Nov 2007 05:31:00 +0000

Background The use of customer loyalty survey data to help manage customer relationships has received much technological innovation over the past decade. Web-based surveys provide an easy vehicle...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.

The Net Promoter Debate: A Summary

noreply@blogger.com (businessoverbroadway) — Mon, 26 Nov 2007 04:51:00 +0000

The Net Promoter Score (NPS) is used by many of today’s top businesses to monitor and manage customer relationships. Fred Reichheld and his co-developers of the NPS say that a single survey...

This blog discusses customer satisfaction and loyalty research. Please visit my website for more information.