Bob Hayes

JANUARY 16, 2015

Also, the customer survey included questions that required customers to provide ratings on measures of customer loyalty (e.g., overall satisfaction, likelihood to recommend, likelihood to buy different products, likelihood to renew) and satisfaction with the customer experience (e.g.,

Wireless 64

Wireless Metrics Customers Measurement 64

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Feedback

DECEMBER 7, 2016

Changing my criteria and using these new measurements, I narrowed the search down rapidly. Customer Experience Management. This experience had me thinking about the changes in today’s shopping experience and how quickly we have changed the way business is done. The message belongs to the customer.

Customer Experience Management 40

Customer Experience Management Management Customer Experience Wireless 40

Bob Hayes

NOVEMBER 2, 2015

Last month, I illustrated a new method of measuring customers' attitudes about a company's product or brand. This method is unique because it combines both a structured and unstructured measurement approach. The customer survey contained several questions that included the new method (i.e.,

Wireless 65

Wireless Loyalty Measurement Customer Relationships 65

Bob Hayes

MARCH 2, 2015

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. In a Word: The Customer Sentiment Index from Business Over Broadway.

B2C 88

B2C Net Promoter Score B2B Measurement 88

Bob Hayes

OCTOBER 5, 2015

I recently developed a methodology that combines both a structured and unstructured measurement approach.The methodology is based on a single open-ended survey question in which respondents are asked to provide one word that best describes the brand of interest. Words used to describe wireless service providers. Understanding Context.

Wireless 64

Wireless Measurement Customer Relationships Customers 64

Bob Hayes

JANUARY 26, 2015

This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction , Part 1 and Part 2 ). The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. NPS), overall satisfaction and CX ratings of important customer touch points (e.g.,

B2C 68

B2C B2B Wireless Metrics 68