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Bob E. HayesI am Business over Broadway (B.O.B.). I am also the Chief Customer Officer at TCELab.  sharing my knowledge of customer feedback programs (VOC, customer experience/loyalty programs) and the scientific method to anybody who wants to listen and learn.

What I Do

I conduct research on customer feedback programs, customer experience / satisfaction / loyalty measurement and provide consultation services to companies to help them improve the customer experience and optimize customer loyalty to sustain business growth.


I have 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. I have managed customer satisfaction research as an employee to Fortune 500 firms, and as an independent consultant. I have published numerous articles in both scientific and trade journals and presented at national and international conferences as a keynote speaker on such topics as customer experience management (CEM) best practices, implications of Big Data for CEM and selecting the right loyalty metric.


Social Media Presence


  • University of Washington, BS, 1985
  • Bowling Green State University, MA, 1987
  • Bowling Green State University, PhD, 1992 | 206.372.5990