Webinar: Measuring the Customer Experience with Bob Hayes 2017-11-27T17:51:17+00:00

Free webinar: Measuring the Customer Experience with Bob Hayes, PhD

This webinar covers a loyalty-based approach to customer feedback and best practices in measurement and analytics of customer surveys.

Measuring the Customer Experience requires fewer questions than you think

How do companies get value from their customer relationship survey? When seeking formal feedback from your customers, what kinds of questions do you include in your annual customer survey?

In this webinar, you can learn why you need to only ask a few good, targeted questions to get the insights you need to drive your business forwardRegister now and secure your seat for this exclusive webinar

Bob Hayes - Measuring the Customer Experience

During the “Measuring the Customer Experience” webinar you can learn:

  • Three different types of customer loyalty
  • Difference between general and specific CX questions
  • The ideal length of your customer relationship survey
  • How to measure customer sentiment
  • Analytic approach for your survey data

About the speaker: Bob Hayes

Bob Hayes, PhD is the Chief Customer Officer at TCELab and president of Business Over Broadway

Bob Hayes, PhD is the Chief Customer Officer at TCELab and president of Business Over Broadway. Bob is a recognized expert in customer experience management, customer satisfaction / loyalty measurement, Big Data and analytics.

With more than 25 years of consulting and research experience in enterprise and midsize companies, including Oracle, Agilent Technologies, Sophos, Virtual Instruments, Netsmart Technologies and Genstar Capital. Bob Hayes has also published numerous articles and presented at  conferences as a keynote speaker on topics as customer experience management best practices, implications of Big Data for CEM and selecting the right loyalty metric.

To learn more about Bob Hayes visit

Bob Hayes is also the author of three books

Bob Hayes is also the author of three books: TCE: Total Customer Experience: Building business through customer-centric measurement and analytics. Measuring Customer Satisfaction and Loyalty: How to develop and use customer surveys. Beyond the Ultimate Question: Customer feedback programs best practices and has published numerous articles in both scientific and trade journals.

TCE - Total Customer Experience, Bob Hayes
Measuring customer satisfaction and loyalty Bob Hayes
Beyond the ultimate question - A systematic approach to improve customer loyalty

Attend this FREE webinar with Bob Hayes on:

  • Wednesday 25 March 2015 from 15:00 to 16:00 CET
  • Tuesday 15 January 2015 from 16:00 to 17:00 CET

 Times indicated above are in CET – Central European Time.

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Registration: Measuring the Customer Experience with Bob Hayes

Dates available: Wednesday 25 March 2015 / Speaker: Bob Hayes, PhD

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