Bob Hayes, PhD

I recently watched an 8-minute TechCrunch interview of United States of America’s Chief Technology Officer, Todd Park, that got me really excited.  It turns out that the Federal government has a lot of free data. In the interview, Mr. Park encourages developers and entrepreneurs to download these data for the purpose of building new products, services, and companies. Park emphasizes that the President of the United States has fully endorsed the idea that key datasets be made available to the public. The Obama administration ...

I wrote about net scores last week and presented evidence that showed net scores are ambiguous and unnecessary.  Net scores are created by taking the difference between the percent of “positive” scores and the percent of “negative” scores. Net scores were made popular by Fred Reichheld and Satmetrix in their work on customer loyalty measurement. Their Net Promoter Score is a difference score between the percent of “promoters” (ratings of 9 or 10) and percent of “detractors” (ratings of 0 thru 6) on the question, “How likely would you be to recommend to your friends/colleagues?”

This resulting Net Promoter Score is used to gauge the level of loyalty for companies or customer segments. In my post, I presented what I believe to be sound evidence that mean scores and top/...

Data Silo for each Business Data Source

Customer experience management (CEM) programs are no stranger to the use of data. CEM professionals use data to gain insight about their customers to help improve the customer experience and optimize customer loyalty. Not surprisingly, CEM programs typically rely on customer feedback as their main data source (e.g., social media, customer emails, tech support notes, formal customer surveys). Customer feedback data, however, are only one type of business data that are used to improve business decisions.

Big Data

The concept of Big Data is broad one and I consider it an amalgamation of different areas that...

Researchers have shown a consistent relationship between employee attitudes and customer attitudes. Specifically, they have found that satisfied/loyal employees, compared to dissatisfied/disloyal employees, have more satisfied customers. Examining different bank branches, Schnieder & Bowen (1985) found that branches with satisfied employees have customers who are more satisfied with service and are less likely to churn compared to branches with dissatisfied employees. Companies must consider employees’ needs and attitudes as part of their overall ...