際際滷shows by User: bobehayes / http://www.slideshare.net/images/logo.gif 際際滷shows by User: bobehayes / Tue, 21 Feb 2017 20:51:40 GMT 際際滷Share feed for 際際滷shows by User: bobehayes What MBA Students Need to Know about CX, Data Science and Surveys /slideshow/what-mba-students-need-to-know-about-cx-data-science-and-surveys/72431663 uwmbacxslideshare-170221205140
I gave a talk to a group of executive MBA students at UW on the topic of customer experience. ]]>
I gave a talk to a group of executive MBA students at UW on the topic of customer experience. ]]> Tue, 21 Feb 2017 20:51:40 GMT /slideshow/what-mba-students-need-to-know-about-cx-data-science-and-surveys/72431663 bobehayes@slideshare.net(bobehayes) What MBA Students Need to Know about CX, Data Science and Surveys bobehayes I gave a talk to a group of executive MBA students at UW on the topic of customer experience. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/uwmbacxslideshare-170221205140-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> I gave a talk to a group of executive MBA students at UW on the topic of customer experience.
What MBA Students Need to Know about CX, Data Science and Surveys from Business Over Broadway
]]> 3241 9 https://cdn.slidesharecdn.com/ss_thumbnails/uwmbacxslideshare-170221205140-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Investigating data scientists /slideshow/investigating-data-scientists/58161067 investigatingdatascientists-160211174345
This study explores the practice of data science by those who practice it. We surveyed over 600 data professionals to understand their data skills, team makeup and more.]]>
This study explores the practice of data science by those who practice it. We surveyed over 600 data professionals to understand their data skills, team makeup and more.]]> Thu, 11 Feb 2016 17:43:45 GMT /slideshow/investigating-data-scientists/58161067 bobehayes@slideshare.net(bobehayes) Investigating data scientists bobehayes This study explores the practice of data science by those who practice it. We surveyed over 600 data professionals to understand their data skills, team makeup and more. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/investigatingdatascientists-160211174345-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This study explores the practice of data science by those who practice it. We surveyed over 600 data professionals to understand their data skills, team makeup and more.
Investigating data scientists from Business Over Broadway
]]> 3274 9 https://cdn.slidesharecdn.com/ss_thumbnails/investigatingdatascientists-160211174345-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 In a Word: The Customer Sentiment Index /slideshow/in-one-word-developing-the-customer-sentiment-index/45134077 inoneword-developingthecustomersentimentindex-150225111915-conversion-gate02
I developed the Customer Sentiment Index, a measure based on a single word that customers use to describe a company. Using the following question, "What one word best describes this company?", Results show that the customer-generated words can be reliably scaled along a sentiment continuum and that these scores (CSI) are logically related to important customer experience metrics, like customer loyalty and satisfaction with the customer experience.]]>
I developed the Customer Sentiment Index, a measure based on a single word that customers use to describe a company. Using the following question, "What one word best describes this company?", Results show that the customer-generated words can be reliably scaled along a sentiment continuum and that these scores (CSI) are logically related to important customer experience metrics, like customer loyalty and satisfaction with the customer experience.]]> Wed, 25 Feb 2015 11:19:15 GMT /slideshow/in-one-word-developing-the-customer-sentiment-index/45134077 bobehayes@slideshare.net(bobehayes) In a Word: The Customer Sentiment Index bobehayes I developed the Customer Sentiment Index, a measure based on a single word that customers use to describe a company. Using the following question, "What one word best describes this company?", Results show that the customer-generated words can be reliably scaled along a sentiment continuum and that these scores (CSI) are logically related to important customer experience metrics, like customer loyalty and satisfaction with the customer experience. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/inoneword-developingthecustomersentimentindex-150225111915-conversion-gate02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> I developed the Customer Sentiment Index, a measure based on a single word that customers use to describe a company. Using the following question, &quot;What one word best describes this company?&quot;, Results show that the customer-generated words can be reliably scaled along a sentiment continuum and that these scores (CSI) are logically related to important customer experience metrics, like customer loyalty and satisfaction with the customer experience.
In a Word: The Customer Sentiment Index from Business Over Broadway
]]> 5722 5 https://cdn.slidesharecdn.com/ss_thumbnails/inoneword-developingthecustomersentimentindex-150225111915-conversion-gate02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 The Hidden Bias in Customer Metrics /slideshow/the-hidden-bias-in-customer-metrics/37401312 meanvsnetscoresslides-140727140200-phpapp02
This is a study that examines how customer experience professionals interpret the Mean Score and Net Promoter Score. Results show that estimations of customer segment sizes based on the Mean or Net Score result in large biases.]]>
This is a study that examines how customer experience professionals interpret the Mean Score and Net Promoter Score. Results show that estimations of customer segment sizes based on the Mean or Net Score result in large biases.]]> Sun, 27 Jul 2014 14:01:59 GMT /slideshow/the-hidden-bias-in-customer-metrics/37401312 bobehayes@slideshare.net(bobehayes) The Hidden Bias in Customer Metrics bobehayes This is a study that examines how customer experience professionals interpret the Mean Score and Net Promoter Score. Results show that estimations of customer segment sizes based on the Mean or Net Score result in large biases. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/meanvsnetscoresslides-140727140200-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This is a study that examines how customer experience professionals interpret the Mean Score and Net Promoter Score. Results show that estimations of customer segment sizes based on the Mean or Net Score result in large biases.
The Hidden Bias in Customer Metrics from Business Over Broadway
]]> 3209 7 https://cdn.slidesharecdn.com/ss_thumbnails/meanvsnetscoresslides-140727140200-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Big Data and Customer Experience /slideshow/tce-lab-at-cxpa-2014-san-mateo-big-data-and-customer-experiencev2/31744658 tcelabatcxpa2014sanmateo-bigdataandcustomerexperiencev2-140227211241-phpapp02
These are the slides from a talk I gave at a Customer Experience Professionals Association event in San Mateo on February 26, 2014. ]]>
These are the slides from a talk I gave at a Customer Experience Professionals Association event in San Mateo on February 26, 2014. ]]> Thu, 27 Feb 2014 21:12:41 GMT /slideshow/tce-lab-at-cxpa-2014-san-mateo-big-data-and-customer-experiencev2/31744658 bobehayes@slideshare.net(bobehayes) Big Data and Customer Experience bobehayes These are the slides from a talk I gave at a Customer Experience Professionals Association event in San Mateo on February 26, 2014. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/tcelabatcxpa2014sanmateo-bigdataandcustomerexperiencev2-140227211241-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> These are the slides from a talk I gave at a Customer Experience Professionals Association event in San Mateo on February 26, 2014.
Big Data and Customer Experience from Business Over Broadway
]]> 6279 7 https://cdn.slidesharecdn.com/ss_thumbnails/tcelabatcxpa2014sanmateo-bigdataandcustomerexperiencev2-140227211241-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Big Data - What it Really Means for VOC and Customer Experience Professionals /slideshow/big-data-what-it-really-means-for-voc-and-customer-experience-professionals/21474945 tcelabatvocfusion2013-bigdata-whatitreallymeansforvocandcustomerexperienceprofessionalsv2-130519195122-phpapp02
This is a talk I gave at VOCFusion on the topic of Big Data and how it applied to the world of Voice of the Customer and Customer Experience Management]]>
This is a talk I gave at VOCFusion on the topic of Big Data and how it applied to the world of Voice of the Customer and Customer Experience Management]]> Sun, 19 May 2013 19:51:22 GMT /slideshow/big-data-what-it-really-means-for-voc-and-customer-experience-professionals/21474945 bobehayes@slideshare.net(bobehayes) Big Data - What it Really Means for VOC and Customer Experience Professionals bobehayes This is a talk I gave at VOCFusion on the topic of Big Data and how it applied to the world of Voice of the Customer and Customer Experience Management <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/tcelabatvocfusion2013-bigdata-whatitreallymeansforvocandcustomerexperienceprofessionalsv2-130519195122-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This is a talk I gave at VOCFusion on the topic of Big Data and how it applied to the world of Voice of the Customer and Customer Experience Management
Big Data - What it Really Means for VOC and Customer Experience Professionals from Business Over Broadway
]]> 2713 7 https://cdn.slidesharecdn.com/ss_thumbnails/tcelabatvocfusion2013-bigdata-whatitreallymeansforvocandcustomerexperienceprofessionalsv2-130519195122-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Improving the customer experience using big data customer-centric measurement and analytics /slideshow/improving-the-customer-experience-using-big-data-customercentric-measurement-and-analytics/21472118 tce-improvingthecustomerexperienceusingbigdatacustomer-centricmeasurementandanalytics-forcetas-vmware-130519183506-phpapp01
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data]]>
This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data]]> Sun, 19 May 2013 18:35:06 GMT /slideshow/improving-the-customer-experience-using-big-data-customercentric-measurement-and-analytics/21472118 bobehayes@slideshare.net(bobehayes) Improving the customer experience using big data customer-centric measurement and analytics bobehayes This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/tce-improvingthecustomerexperienceusingbigdatacustomer-centricmeasurementandanalytics-forcetas-vmware-130519183506-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This presentation provides an overview of some of the content of my new book, TCE: Total Customer Experience. In the presentation, I discuss customer experience management, customer loyalty, the optimal customer survey, the value of analytics and using a Big Data customer-centric approach to improve the value of all your business data
Improving the customer experience using big data customer-centric measurement and analytics from Business Over Broadway
]]> 5066 21 https://cdn.slidesharecdn.com/ss_thumbnails/tce-improvingthecustomerexperienceusingbigdatacustomer-centricmeasurementandanalytics-forcetas-vmware-130519183506-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Customer Relationship Diagnostic: Sample Report /slideshow/customer-relationship-diagnostic-sample-report/20000912 customerrelationshipdiagnostic-report-130426012757-phpapp01
This is a sample report to illustrate how reporting can be done for a customer relationship survey.]]>
This is a sample report to illustrate how reporting can be done for a customer relationship survey.]]> Fri, 26 Apr 2013 01:27:57 GMT /slideshow/customer-relationship-diagnostic-sample-report/20000912 bobehayes@slideshare.net(bobehayes) Customer Relationship Diagnostic: Sample Report bobehayes This is a sample report to illustrate how reporting can be done for a customer relationship survey. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/customerrelationshipdiagnostic-report-130426012757-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This is a sample report to illustrate how reporting can be done for a customer relationship survey.
Customer Relationship Diagnostic: Sample Report from Business Over Broadway
]]> 1652 4 https://cdn.slidesharecdn.com/ss_thumbnails/customerrelationshipdiagnostic-report-130426012757-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Customer Experience Management for Startups /slideshow/customer-experience-management-for-startups/15344950 cemforstart-ups-121125224027-phpapp02
I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.]]>
I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.]]> Sun, 25 Nov 2012 22:40:25 GMT /slideshow/customer-experience-management-for-startups/15344950 bobehayes@slideshare.net(bobehayes) Customer Experience Management for Startups bobehayes I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/cemforstart-ups-121125224027-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> I was invited to give a talk at Eastside Incubator on how startups can incorporate customer experience management into their companies. These are the slides. You can read my blog post on this topic (http://businessoverbroadway.com/three-customer-experience-management-tips-for-startups) that are a good complement to these slides.
Customer Experience Management for Startups from Business Over Broadway
]]> 7547 7 https://cdn.slidesharecdn.com/ss_thumbnails/cemforstart-ups-121125224027-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Big Data has Big Implications for Customer Experience Management /bobehayes/big-data-has-big-implications-for-customer-experience-management tcelabatvocfusion2012-usingyourbigdatatoimprovecustomerloyalty-final-120520121441-phpapp02
This presentation covers the application of Big Data principles in Customer Experience Management. I present data models to help companies integrate, organize and analyze their disparate data sources (e.g., operational, financial, constituency and customer feedback) to improve the customer experience and customer loyalty.]]>
This presentation covers the application of Big Data principles in Customer Experience Management. I present data models to help companies integrate, organize and analyze their disparate data sources (e.g., operational, financial, constituency and customer feedback) to improve the customer experience and customer loyalty.]]> Sun, 20 May 2012 12:14:39 GMT /bobehayes/big-data-has-big-implications-for-customer-experience-management bobehayes@slideshare.net(bobehayes) Big Data has Big Implications for Customer Experience Management bobehayes This presentation covers the application of Big Data principles in Customer Experience Management. I present data models to help companies integrate, organize and analyze their disparate data sources (e.g., operational, financial, constituency and customer feedback) to improve the customer experience and customer loyalty. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/tcelabatvocfusion2012-usingyourbigdatatoimprovecustomerloyalty-final-120520121441-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This presentation covers the application of Big Data principles in Customer Experience Management. I present data models to help companies integrate, organize and analyze their disparate data sources (e.g., operational, financial, constituency and customer feedback) to improve the customer experience and customer loyalty.
Big Data has Big Implications for Customer Experience Management from Business Over Broadway
]]> 5282 4 https://cdn.slidesharecdn.com/ss_thumbnails/tcelabatvocfusion2012-usingyourbigdatatoimprovecustomerloyalty-final-120520121441-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Asking the Right CX Questions: Optimizing your Customer Relationship Survey /slideshow/asking-the-right-cx-questions-optimizing-your-customer-relationship-survey/10223490 askingtherightcxquestions-optimizingyourcustomerrelationshipsurvey-111118141713-phpapp02
I present best practices for relationship-based surveys for Voice of Customer (VoC) programs. Based on his 20+ years of implementing these types of surveys, I talk about the primary goal of relationship surveys and propose a set of survey questions that will improve how you measure and improve the health of the customer relationship. My talk covers four parts of the optimal customer relationship survey: 1) Customer Loyalty Questions; 2) Customer Experience Questions; 3) Competitive Benchmark Questions; and 4) Additional Questions.]]>
I present best practices for relationship-based surveys for Voice of Customer (VoC) programs. Based on his 20+ years of implementing these types of surveys, I talk about the primary goal of relationship surveys and propose a set of survey questions that will improve how you measure and improve the health of the customer relationship. My talk covers four parts of the optimal customer relationship survey: 1) Customer Loyalty Questions; 2) Customer Experience Questions; 3) Competitive Benchmark Questions; and 4) Additional Questions.]]> Fri, 18 Nov 2011 14:17:11 GMT /slideshow/asking-the-right-cx-questions-optimizing-your-customer-relationship-survey/10223490 bobehayes@slideshare.net(bobehayes) Asking the Right CX Questions: Optimizing your Customer Relationship Survey bobehayes I present best practices for relationship-based surveys for Voice of Customer (VoC) programs. Based on his 20+ years of implementing these types of surveys, I talk about the primary goal of relationship surveys and propose a set of survey questions that will improve how you measure and improve the health of the customer relationship. My talk covers four parts of the optimal customer relationship survey: 1) Customer Loyalty Questions; 2) Customer Experience Questions; 3) Competitive Benchmark Questions; and 4) Additional Questions. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/askingtherightcxquestions-optimizingyourcustomerrelationshipsurvey-111118141713-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> I present best practices for relationship-based surveys for Voice of Customer (VoC) programs. Based on his 20+ years of implementing these types of surveys, I talk about the primary goal of relationship surveys and propose a set of survey questions that will improve how you measure and improve the health of the customer relationship. My talk covers four parts of the optimal customer relationship survey: 1) Customer Loyalty Questions; 2) Customer Experience Questions; 3) Competitive Benchmark Questions; and 4) Additional Questions.
Asking the Right CX Questions: Optimizing your Customer Relationship Survey from Business Over Broadway
]]> 6473 11 https://cdn.slidesharecdn.com/ss_thumbnails/askingtherightcxquestions-optimizingyourcustomerrelationshipsurvey-111118141713-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Linkage Analysis in Customer Feedback Programs /slideshow/linkage-analysis-in-customer-feedback-programs/7868324 linkageworkshop-110506184917-phpapp01
I gave this talk at the Score Conference in Boston in April 2011. I cover linkage analysis to show how companies can use this method to understand the causes and consequences of customer satisfaction and loyalty.]]>
I gave this talk at the Score Conference in Boston in April 2011. I cover linkage analysis to show how companies can use this method to understand the causes and consequences of customer satisfaction and loyalty.]]> Fri, 06 May 2011 18:49:14 GMT /slideshow/linkage-analysis-in-customer-feedback-programs/7868324 bobehayes@slideshare.net(bobehayes) Linkage Analysis in Customer Feedback Programs bobehayes I gave this talk at the Score Conference in Boston in April 2011. I cover linkage analysis to show how companies can use this method to understand the causes and consequences of customer satisfaction and loyalty. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/linkageworkshop-110506184917-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> I gave this talk at the Score Conference in Boston in April 2011. I cover linkage analysis to show how companies can use this method to understand the causes and consequences of customer satisfaction and loyalty.
Linkage Analysis in Customer Feedback Programs from Business Over Broadway
]]> 4265 10 https://cdn.slidesharecdn.com/ss_thumbnails/linkageworkshop-110506184917-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Competitive Analytics that Drive Customer Loyalty /slideshow/competitive-analytics-that-drive-customer-loyalty/7868276 benchmarkworkshop-110506183850-phpapp02
This presentation was given at the Score Conference in Boston in April 2011. I created a new index, C-PeRk (Customer Perceptions of Percentile Rank) to help companies understand how they rank relative to their competitors.]]>
This presentation was given at the Score Conference in Boston in April 2011. I created a new index, C-PeRk (Customer Perceptions of Percentile Rank) to help companies understand how they rank relative to their competitors.]]> Fri, 06 May 2011 18:38:49 GMT /slideshow/competitive-analytics-that-drive-customer-loyalty/7868276 bobehayes@slideshare.net(bobehayes) Competitive Analytics that Drive Customer Loyalty bobehayes This presentation was given at the Score Conference in Boston in April 2011. I created a new index, C-PeRk (Customer Perceptions of Percentile Rank) to help companies understand how they rank relative to their competitors. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/benchmarkworkshop-110506183850-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This presentation was given at the Score Conference in Boston in April 2011. I created a new index, C-PeRk (Customer Perceptions of Percentile Rank) to help companies understand how they rank relative to their competitors.
Competitive Analytics that Drive Customer Loyalty from Business Over Broadway
]]> 2712 2 https://cdn.slidesharecdn.com/ss_thumbnails/benchmarkworkshop-110506183850-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Validation of Customer Survey /slideshow/validation-of-customer-survey/5972403 validationofcustomersurvey-sample-101129142836-phpapp01
This presentation reflects the report of a validation study that helps companies understand the reliability, validity and usefulness of their customer feedback survey.]]>
This presentation reflects the report of a validation study that helps companies understand the reliability, validity and usefulness of their customer feedback survey.]]> Mon, 29 Nov 2010 14:28:30 GMT /slideshow/validation-of-customer-survey/5972403 bobehayes@slideshare.net(bobehayes) Validation of Customer Survey bobehayes This presentation reflects the report of a validation study that helps companies understand the reliability, validity and usefulness of their customer feedback survey. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/validationofcustomersurvey-sample-101129142836-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This presentation reflects the report of a validation study that helps companies understand the reliability, validity and usefulness of their customer feedback survey.
Validation of Customer Survey from Business Over Broadway
]]> 7708 11 https://cdn.slidesharecdn.com/ss_thumbnails/validationofcustomersurvey-sample-101129142836-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Developing a Customer Centric Research Program /slideshow/developing-a-customer-centric-research-program/5970071 developingacustomer-centricresearchprogram-101129120600-phpapp02
]]>
]]> Mon, 29 Nov 2010 12:05:49 GMT /slideshow/developing-a-customer-centric-research-program/5970071 bobehayes@slideshare.net(bobehayes) Developing a Customer Centric Research Program bobehayes <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/developingacustomer-centricresearchprogram-101129120600-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Developing a Customer Centric Research Program from Business Over Broadway
]]> 1860 9 https://cdn.slidesharecdn.com/ss_thumbnails/developingacustomer-centricresearchprogram-101129120600-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Managing Customer Loyalty - Micro and Macro Approach /slideshow/managing-customer-loyalty-micro-and-macro-approach/5969964 managingcustomerloyalty-microandmacroapproach-101129115847-phpapp02
]]>
]]> Mon, 29 Nov 2010 11:58:40 GMT /slideshow/managing-customer-loyalty-micro-and-macro-approach/5969964 bobehayes@slideshare.net(bobehayes) Managing Customer Loyalty - Micro and Macro Approach bobehayes <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/managingcustomerloyalty-microandmacroapproach-101129115847-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br>
Managing Customer Loyalty - Micro and Macro Approach from Business Over Broadway
]]> 2112 4 https://cdn.slidesharecdn.com/ss_thumbnails/managingcustomerloyalty-microandmacroapproach-101129115847-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation White http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 Building a Customer Feedback Program /slideshow/building-a-customer-feedback-program/5969686 buildingacustomerfeedbackprogram-forexecutives-101129113931-phpapp02
This presentation outlines the essential components of a customer feedback program and quantifies the impact of each component on customer loyalty.]]>
This presentation outlines the essential components of a customer feedback program and quantifies the impact of each component on customer loyalty.]]> Mon, 29 Nov 2010 11:39:18 GMT /slideshow/building-a-customer-feedback-program/5969686 bobehayes@slideshare.net(bobehayes) Building a Customer Feedback Program bobehayes This presentation outlines the essential components of a customer feedback program and quantifies the impact of each component on customer loyalty. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/buildingacustomerfeedbackprogram-forexecutives-101129113931-phpapp02-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This presentation outlines the essential components of a customer feedback program and quantifies the impact of each component on customer loyalty.
Building a Customer Feedback Program from Business Over Broadway
]]> 4455 7 https://cdn.slidesharecdn.com/ss_thumbnails/buildingacustomerfeedbackprogram-forexecutives-101129113931-phpapp02-thumbnail.jpg?width=120&height=120&fit=bounds presentation Black http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 RAPID Loyalty Measurement /slideshow/customer-loyalty-measures-rapid-loyalty-measurement/5825842 customerloyaltymeasures-rapidloyaltymeasurement-101118122033-phpapp01
This presentation outlines the RAPID Loyalty Measurement Approach, a method of assessing the three dimensions of customer loyalty: Retention, Advocacy and Purchasing.]]>
This presentation outlines the RAPID Loyalty Measurement Approach, a method of assessing the three dimensions of customer loyalty: Retention, Advocacy and Purchasing.]]> Thu, 18 Nov 2010 12:20:28 GMT /slideshow/customer-loyalty-measures-rapid-loyalty-measurement/5825842 bobehayes@slideshare.net(bobehayes) RAPID Loyalty Measurement bobehayes This presentation outlines the RAPID Loyalty Measurement Approach, a method of assessing the three dimensions of customer loyalty: Retention, Advocacy and Purchasing. <img style="border:1px solid #C3E6D8;float:right;" alt="" src="https://cdn.slidesharecdn.com/ss_thumbnails/customerloyaltymeasures-rapidloyaltymeasurement-101118122033-phpapp01-thumbnail.jpg?width=120&amp;height=120&amp;fit=bounds" /><br> This presentation outlines the RAPID Loyalty Measurement Approach, a method of assessing the three dimensions of customer loyalty: Retention, Advocacy and Purchasing.
RAPID Loyalty Measurement from Business Over Broadway
]]> 6326 10 https://cdn.slidesharecdn.com/ss_thumbnails/customerloyaltymeasures-rapidloyaltymeasurement-101118122033-phpapp01-thumbnail.jpg?width=120&height=120&fit=bounds presentation 000000 http://activitystrea.ms/schema/1.0/post http://activitystrea.ms/schema/1.0/posted 0 https://cdn.slidesharecdn.com/profile-photo-bobehayes-48x48.jpg?cb=1639064174 "If you can't explain it simply, you don't understand it well enough." ~ Albert Einstein I am interested in data science, machine learning and customer experience and how they all work together. I conduct research in these areas and apply this knowledge to help businesses make decisions that are based on fact, not hyperbole. I publish my research in my books and on my blog (http://businessoverbroadway.com). Specialties/Interests: - Getting value from data through the scientific method - Big Data and data science - Machine learning - All things analytics - Educating the masses on statistics and statistical thinking - Attitudinal measurement, including customer/employee satisfaction - Pu... www.businessoverbroadway.com https://cdn.slidesharecdn.com/ss_thumbnails/uwmbacxslideshare-170221205140-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/what-mba-students-need-to-know-about-cx-data-science-and-surveys/72431663 What MBA Students Need... https://cdn.slidesharecdn.com/ss_thumbnails/investigatingdatascientists-160211174345-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/investigating-data-scientists/58161067 Investigating data sci... https://cdn.slidesharecdn.com/ss_thumbnails/inoneword-developingthecustomersentimentindex-150225111915-conversion-gate02-thumbnail.jpg?width=320&height=320&fit=bounds slideshow/in-one-word-developing-the-customer-sentiment-index/45134077 In a Word: The Custome...