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 <title>All content posted by bobehayes</title>
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 <title>Beyond the Ultimate Question: New Book Challenges the Net Promoter Score</title>
 <link>http://www.customerthink.com/news/beyond_the_ultimate_question_new_book_challenges_the_net_promoter_score</link>
 <description></description>
 <comments>http://www.customerthink.com/news/beyond_the_ultimate_question_new_book_challenges_the_net_promoter_score#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/chief_exec">CxO Leadership</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/marketing_">Digital Marketing</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/service_ma">Service and Support</category>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/15">Customer Strategy</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/93">Customer Management Education</category>
 <category domain="http://www.customerthink.com/taxonomy/term/17">Organization Alignment</category>
 <pubDate>Wed, 19 Aug 2009 09:29:12 -0500</pubDate>
 <dc:creator>bobehayes</dc:creator>
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<item>
 <title>Customer Loyalty and Customer Lifetime Value</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_and_customer_lifetime_value</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_and_customer_lifetime_value#comments</comments>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/17">Organization Alignment</category>
 <pubDate>Tue, 25 Mar 2008 23:44:41 -0500</pubDate>
 <dc:creator>bobehayes</dc:creator>
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<item>
 <title>Customer Feedback Professionals Do Not Believe the NPS Claims</title>
 <link>http://www.customerthink.com/blog/feedback_professionals_dont_believe_nps</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/feedback_professionals_dont_believe_nps#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/chief_exec">CxO Leadership</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/marketing_">Digital Marketing</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/service_ma">Service and Support</category>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
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 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
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 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <pubDate>Thu, 20 Mar 2008 14:40:02 -0500</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">3295 at http://www.customerthink.com</guid>
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<item>
 <title>Customer Feedback Programs Best Practices: An Empirical Investigation</title>
 <link>http://www.customerthink.com/blog/customer_feedback_programs_best_practices</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_feedback_programs_best_practices#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/marketing_">Digital Marketing</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/service_ma">Service and Support</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/42">Enterprise Technology</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <pubDate>Thu, 13 Mar 2008 14:11:09 -0500</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">3255 at http://www.customerthink.com</guid>
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<item>
 <title>Customer Loyalty and Goal Setting</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_and_goal_setting</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_and_goal_setting#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/chief_exec">CxO Leadership</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/service_ma">Service and Support</category>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/86">Performance Management</category>
 <category domain="http://www.customerthink.com/taxonomy/term/15">Customer Strategy</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <pubDate>Thu, 17 Jan 2008 02:13:42 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2905 at http://www.customerthink.com</guid>
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<item>
 <title>Customer Loyalty 2.0, Part 6: Advocacy and Purchasing Loyalty; Company Comparisons, and Predicting Business Growth</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_part_6_advocacy_purchasing</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_part_6_advocacy_purchasing#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/service_ma">Service and Support</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/computer">Computers / Technology</category>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/86">Performance Management</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/telecomm">Telecommunications</category>
 <pubDate>Mon, 07 Jan 2008 00:00:24 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
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<item>
 <title>Customer Loyalty 2.0, Part 5: Measurement and Meaning of Customer Loyalty: Drivers of Advocacy Loyalty and Purchasing Loyalty</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_2_0_part_5_measurement_and_m</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_2_0_part_5_measurement_and_m#comments</comments>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/computer">Computers / Technology</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/86">Performance Management</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/telecomm">Telecommunications</category>
 <pubDate>Sun, 30 Dec 2007 18:47:23 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2815 at http://www.customerthink.com</guid>
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<item>
 <title>Customer Loyalty 2.0, Part 4: Measurement and Meaning of Customer Loyalty; Advocacy Loyalty and Purchasing Loyalty</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_part4_measurement</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_part4_measurement#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/marketing_">Digital Marketing</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/service_ma">Service and Support</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/computer">Computers / Technology</category>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
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 <category domain="http://www.customerthink.com/taxonomy/term/86">Performance Management</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/telecomm">Telecommunications</category>
 <pubDate>Sun, 23 Dec 2007 20:07:21 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2796 at http://www.customerthink.com</guid>
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<item>
 <title>Customer Loyalty 2.0, Part 3: Reliability of Loyalty Indices</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_2_0_part_3_reliability_loyal</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_2_0_part_3_reliability_loyal#comments</comments>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/86">Performance Management</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/manufact">Manufacturing</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/telecomm">Telecommunications</category>
 <pubDate>Mon, 17 Dec 2007 14:09:41 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2773 at http://www.customerthink.com</guid>
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<item>
 <title>Customer Loyalty 2.0, Part 2: Advocacy, Purchasing and Defection Loyalty</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_2_0_part_2</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_2_0_part_2#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/chief_exec">CxO Leadership</category>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/marketing_">Digital Marketing</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/computer">Computers / Technology</category>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/93">Customer Management Education</category>
 <category domain="http://www.customerthink.com/select_categories/chief_executive_officer/telecomm">Telecommunications</category>
 <pubDate>Mon, 10 Dec 2007 13:22:35 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2724 at http://www.customerthink.com</guid>
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<item>
 <title>Customer Loyalty 2.0, Part 1: Measurement and Meaning of Customer Loyalty</title>
 <link>http://www.customerthink.com/blog/customer_loyalty_2_0_part_1</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/customer_loyalty_2_0_part_1#comments</comments>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/taxonomy/term/16">Performance Metrics</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <pubDate>Mon, 03 Dec 2007 12:40:45 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2682 at http://www.customerthink.com</guid>
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<item>
 <title>More Net Promoter Rhetoric</title>
 <link>http://www.customerthink.com/blog/more_net_promoter_rhetoric</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/more_net_promoter_rhetoric#comments</comments>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <pubDate>Tue, 27 Nov 2007 11:14:04 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2658 at http://www.customerthink.com</guid>
</item>
<item>
 <title>Relationships, Transactions and Heuristics</title>
 <link>http://www.customerthink.com/blog/relationships_transactions_and_heuristics</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/relationships_transactions_and_heuristics#comments</comments>
 <category domain="http://www.customerthink.com/categories/role/chief_executive_officer/marketing_">Digital Marketing</category>
 <category domain="http://www.customerthink.com/taxonomy/term/8">Customer Analytics</category>
 <pubDate>Mon, 26 Nov 2007 11:36:16 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2652 at http://www.customerthink.com</guid>
</item>
<item>
 <title>Net Promoter Versus ACSI: It&#039;s the Same Thing</title>
 <link>http://www.customerthink.com/blog/net_promoter_vs_asci_its_same_thing</link>
 <description></description>
 <comments>http://www.customerthink.com/blog/net_promoter_vs_asci_its_same_thing#comments</comments>
 <category domain="http://www.customerthink.com/taxonomy/term/4">Customer Experience</category>
 <category domain="http://www.customerthink.com/taxonomy/term/95">Voice of Customer</category>
 <category domain="http://www.customerthink.com/taxonomy/term/12">Customer Loyalty</category>
 <category domain="http://www.customerthink.com/categories/chief_executive_officer/chief_customer_">Chief Customer Officer</category>
 <pubDate>Tue, 20 Nov 2007 04:26:52 -0600</pubDate>
 <dc:creator>bobehayes</dc:creator>
 <guid isPermaLink="false">2622 at http://www.customerthink.com</guid>
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