Business Over Broadway

Clarifying Employee Engagement: A Review of Four Employee Engagement Measures

Bob Hayes — Mon, 27 Feb 2012 12:00:58 +0000

TweetShare via emailThe concept of employee engagement is a popular one. Companies with higher employee engagement have better outcomes (e.g., higher customer loyalty, increased employee performance, business growth) than companies who do not. Consultants tout their own measure of employee engagement and present research to show its effectiveness. From the stuff I read about the [...]

Visualizing the Three Components of Customer Loyalty

Bob Hayes — Wed, 22 Feb 2012 00:00:07 +0000

TweetShare via emailI use factor analysis (more on that below) often in my customer experience management research. Specifically, I use it to help understand how to best measure customer loyalty. The value of factor analysis, however, is sometimes lost in the details. In this post, I adopt a visual approach in presenting factor-analytic results of [...]

Analyzing Big Data: A Customer-Centric Approach

Bob Hayes — Tue, 14 Feb 2012 05:32:51 +0000

TweetShare via email The latest buzz word in business is Big Data. According to Pat Gelsinger, President and COO of EMC, in an article by the The Wall Street Journal, Big Data refers to the idea that companies can extract value from collecting, processing and analyzing vast quantities of data. Businesses who can get a better [...]

Ten Guidelines for Clean Customer Feedback Data

Bob Hayes — Mon, 06 Feb 2012 10:00:55 +0000

TweetShare via emailCustomer experience management (CEM) programs involve the collection, analysis and dissemination of customer feedback. These customer feedback data are extremely valuable to businesses. Customer feedback data are used to help senior executives identify and improve key drivers of customer loyalty. They help call center staff immediately address specific customer issues. They help managers [...]

The Practice of Customer Experience Management: An Overview

Bob Hayes — Mon, 30 Jan 2012 10:00:28 +0000

TweetShare via emailCustomer Experience Management (CEM) is the process of understanding and managing your customers’ interactions with and perceptions of your company or brand. The ultimate goal of CEM is to build valuable relationship with customers so they stay with you longer, advocate on your behalf and expand their relationship with you over time. A [...]

The Practice of Customer Experience Management: Paper for a Tweet

Bob Hayes — Mon, 23 Jan 2012 09:35:00 +0000

TweetShare via email I have been writing (books, articles, blog) on the topic of customer feedback and related fields (CRM, CEM, VOC) for many years and am accumulating a lot of content. In the process of organizing this content, I wrote a short paper about the practice of customer experience management (CEM) that provides a [...]

Four Things You Need to Know about Your Customer Metrics

Bob Hayes — Mon, 16 Jan 2012 16:20:49 +0000

TweetShare via emailA successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different types of business metrics, including operational, financial, constituency and customer metrics (see Figure 1). The quality of customer metrics necessarily impacts your understanding of how to best manage customer relationships to improve the customer experience, increase customer loyalty and grow [...]

Assessing the Validity of your Customer Experience Management Program

Bob Hayes — Mon, 09 Jan 2012 09:00:41 +0000

TweetShare via emailCompanies with customer experience management (CEM) programs rely heavily on customer feedback in making business decisions, including, setting strategy, compensating employees, allocating company resources, changing business processes, benchmarking best practices and developing employee training programs just to name a few. The quality of the customer feedback directly impacts the quality of these business [...]

The Net Promoter Score: Let Us Not Forget The Past

Bob Hayes — Mon, 02 Jan 2012 12:00:00 +0000

TweetShare via email Those who cannot remember the past are condemned to repeat it. Those words are as true today as they were in 1905 when George Santayana coined that phrase. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld. His and his co-developer’s overstated claim that the NPS was the best predictor [...]

B.O.B.’s Top 10 Blog Posts of 2011

Bob Hayes — Thu, 29 Dec 2011 17:02:30 +0000

TweetShare via emailI hope you are all having a great holiday season with your loved ones. I would like to take this opportunity to look back on the previous 12 months and look ahead to the new year. Although I have been researching, writing and consulting in the customer feedback space for 20+ years, I only [...]