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, […]
Author Archive | Bob Hayes
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 […]
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 […]
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: […]
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 […]
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 […]
Measuring Customer Satisfaction and Loyalty (3rd Edition)!
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 questionnaires, and adds a new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and […]
The Downfall of the NPS: Customer Feedback Professionals Do Not Believe the NPS Claims
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, “How likely are you to recommend Company Name to a friend or colleague?”, on which the NPS is based, is the only […]
Beyond the Ultimate Question
Measuring Customer Satisfaction and Loyalty (3rd Ed.)