Customers

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I have worked with a variety of companies, primarily in the high-tech industry. Below is a list of select clients and case studies.

Selected Customers

Selected Projects

1. Survey Validation for Global Relationship Survey and Transactional Survey and Linkage of Operational and Business Metrics to Customer Feedback

Oracle Corporation (www.oracle.com) is the world’s largest business software company. At the core of Oracle’s approach is a focus on the best practices that allow the company to support its customers’ success.

Oracle’s semi-annual Global Relationship Survey includes roughly 100 rated survey questions. In one survey period, Oracle received over 14,000 completed relationship surveys from their customers. The combination of over 100 demographic attributes associated with responding contacts and accounts equates to over 2.8 million data points! Oracle’s transactional survey is delivered to customers who have a recent experience with Oracle support services. This survey provides data measuring the quality of the customer experience in the call center.

B.O.B. was hired by Oracle to conduct a series of validation studies to ensure that Oracle’s Global Relationship Survey and Transactional Survey provide reliable, valid and useful information that helps executives make effective business decisions. B.O.B. was able to demonstrate that Oracle’s surveys provide reliable and valid ratings regarding the customers’ experience.

After validating the survey program, B.O.B. conducted a series of studies that helped Oracle understand the drivers of customer satisfaction (e.g., operational metrics) and the outcomes of high loyalty ratings (e.g., business metrics – revenue). B.O.B. demonstrated that customer loyalty ratings were linked to actual revenue of product lines – higher loyalty ratings lead to higher revenue. Additionally, B.O.B. statistically linked customer survey scores with objective call center metrics (e.g., time to resolution, number of transfers) to help Oracle identify call center metrics that could be use to manage customer relationships more effectively.

2. Customer Loyalty Program and Global Market Research Project

Mob4Hire (www.mob4hire.com) is the largest real world; crowd sourced testing and market research community for mobile applications. By incorporating user feedback and in-market testing to developers, Mob4Hire helps make mobile software better. Award-winning Mob4Hire, with 40,000 mobile users on over 354 operators in 144 countries worldwide, significantly reduces mobile application testing costs and reduces time to market by connecting developers with eager, lower priced, crowd sourced testers and focus groups.

B.O.B. directs Mob4Hire’s Customer Loyalty Program. Program supports the customer-centric culture at Mob4Hire. Program provides customer feedback to help Mob4Hire effectively manage their customer relationships. Program identifies how Mob4Hire can continually improve the customer experience.

B.O.B. was hired by Mob4Hire to help design the survey instrument and research methods as well as to analyze the survey data and draft a final report of the study findings. Mob4Hire utilized B.O.B.’s customer loyalty measures for this study. B.O.B.’s loyalty measures comprehensively tap all three components of customer loyalty: Retention, Advocacy and Purchasing. The final press release of this study can be found here: http://www.prweb.com/releases/2010/03/prweb3727914.htm.

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