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Author Archive | Bob Hayes

New Mob4Hire Report “The Impact of Mobile User Experience on Network Operator Customer Loyalty” Ranks Performance Of Global Wireless Industry

Mob4Hire, in collaboration with leading customer loyalty scientist Business Over Broadway, today announced its Summer Report 2010 of its “Impact of Mobile User Experience on Network Operator Customer Loyalty” international research, conducted during the Spring. The 111-country survey analyzes the impact of mobile apps across many dimensions of the app ecosystem as it relates to […]

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Mob4Hire launches Version 4.0 of award-winning community platform after a year in development

I have been swept up into a whirlwind of activity with a company for which I am an advisor. This micro-multinational company, Mob4Hire, is the largest real world, crowd sourced testing and market research company for mobile applications. We have been working on new service offerings and a new platform that helps mobile software companies […]

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Toyota's roadmap to recovery

I was asked, along with four other contributors, to share our thoughts regarding what companies could learn from the recent Toyota recalls. My contribution focused on customer feedback and how to ensure companies can keep their customers loyal. My portion of the article can be found here. The entire article, including thoughts of other contributors, […]

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Business Over Broadway and Mob4Hire release first look at "Global Wireless Satisfaction Survey"

I'm excited to announce the first look of the results of a "Global Wireless Satisfaction Survey." Conducted in collaboration with Mob4Hire and myself in Feb 2010, the unprecedented 111-country survey analyzes the impact of mobile apps on operator’s churn (# of new customers acquired minus # of existing customers lost), as well as many dimensions […]

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Bob Hayes to Address Vovici Vision 2010 Users Conference, May 10-12, 2010

Dulles, VA – November 2, 2009 – Vovici, the leading provider of survey software and enterprise feedback management (EFM) solutions, will hold its user conference, Vision 2010, May 10-12, 2010 in Reston, Virginia. Vision 2010 will bring together feedback management leaders and experts across multiple industries to participate in compelling educational sessions, training, and peer […]

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BOB in The Netherlands

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 can be found here. For the Dutch reader, you can find a summary of my presentation online at ITCommercie (note regarding my picture for the article: […]

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True Test of Loyalty - Article in Quality Progress

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 loyalty. Despite its importance in increasing profitability, customer loyalty measurement hasn’t kept pace with its technology. Using advocacy, purchasing and retention indexes to […]

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Customer Loyalty 2.0 Article in Quirk's Marketing Research Review

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 article summarizes the NPS methodology, including its developers’ claims and opponents’ criticisms. Additionally, this paper includes research that examines the meaning of […]

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