Bob Hayes to Address Vovici Vision 2010 Users Conference, May 10-12, 2010

Dulles, VA – November 2, 2009 – Vovici, the leading provider of survey software and enterprise feedback management (EFM) solutions, will hold its user conference, Vision 2010, May 10-12, 2010 in Reston, Virginia.

Vision 2010 will bring together feedback management leaders and experts across multiple industries to participate in compelling educational sessions, training, and peer networking opportunities. Among the confirmed keynote presenters will be three customer loyalty luminaries:

• Jeb Dasteel, Chief Customer Officer of Oracle (NASDAQ: ORCL)
• Jeanne Bliss, author of I Love You More Than My Dog and Chief Customer Officer
• Bob Hayes, Ph. D., author of Beyond the Ultimate Question and recognized loyalty expert

"At Oracle, executive leadership is relentlessly focused on listening to customers and prioritizing feedback to drive customer strategy at all levels," said Dasteel. Dasteel has been with Oracle for 11 years, five of which have been spent running Oracle’s Global Customer Programs and as CCO for the last year. Dasteel was named the 2009 Chief Customer Officer of the Year at the first Chief Customer Officer Summit.

Jeanne Bliss spent 25 years in the role of Chief Customer Officer at Lands’ End, Allstate, Microsoft, Mazda and Coldwell Banker. Today her firm, CustomerBLISS consults around the world, teaching and guiding companies and leaders how to wrap their business around customer relationships and business prosperity. “Leading companies understand the importance of listening to customers, using feedback to deliver an experience with impact, and creating a lasting bond,” noted Bliss. Her first book, Chief Customer Officer (Jossey-Bass, 2006), was based on 25 years of reporting to the CEOs of five major corporations.

Bob Hayes, Ph.D., is the president and founder of Business Over Broadway. He is a recognized expert in customer satisfaction and loyalty measurement, and has conducted survey research for enterprise companies, including Siebel Systems, Oracle, Agilent Technologies, and Cisco Systems. “There are key ingredients to a successful customer feedback program. Adoption of these elements is critical to improving both customer relationship management and customer loyalty, and Vision 2010 will offer a great opportunity to learn how to accomplish these," said Hayes.

To register for Vision 2010, please visit: https://www.vovici.com/about/events.aspx

“Vovici is the Voice of the Customer platform that is helping Fortune 500 companies to emotionally connect to customers,” said Greg Stock, chairman and CEO of Vovici. “We are very excited to bring this amazing group together to share insights and proven methodologies that actually achieve higher level business objectives and make the customer’s vision a reality.”

Business Over Broadway’s 2009 Customer Feedback Programs Award

Business Over Broadway’s research has focused on identifying how companies can improve their customer loyalty. Dr. Bob Hayes has identified how companies can significantly improve their customer loyalty by adopting specific best practices in their customer feedback programs. Using criteria outlined in the book, Beyond The Ultimate Question, the B.O.B. Customer Feedback Programs Award is designed to honor and recognize companies that demonstrate best practices in their customer feedback program and adopt innovative ways to improve the customer experience.

Business Over Broadway is collecting nominations for this award through December 18th. Companies who want to be considered for this award may submit their nomination using the online form provided here. In addition to their online form submission, companies can submit supporting material in the form of a PowerPoint presentation (10-page maximum).

Business Over Broadway will review each nomination; each nomination will be evaluated with respect to adherence to best practices across the following six components: Strategy, Governance, Business Process Integration, Method, Reporting, and Research. Multiple companies may be recipients of the Customer Feedback Program
Best Practices Award.

Important Deadlines:

1. Online nomination form completed and submitted: December 18, 2009

2. Additional material in PowerPoint presentation (10-page maximum) emailed to cfa@businessoverbroadway.com: December 24, 2009

3. Award Announcement: January 22, 2010

To apply for the B.O.B. Customer Feedback Programs Award, complete and submit the online nomination form by clicking the link below:

B.O.B. Customer Feedback Programs Award Online Nomination Form

For more information, read the FAQs or email cfa@businessoverbroadway.com.

Beyond the Ultimate Question: Customer Feedback Programs Workshop

Attend this one-day workshop on October 29, 2009 in Seattle, WA to learn how to design an effective Customer Feedback Program (CFP) that will help improve the customer experience, increase customer loyalty, and drive business growth. Find out how companies like Oracle, Akamai Technologies, Harris Stratex Networks, and American Express Business Travel build their world class Customer Feedback Programs. Learn why companies need to look beyond the Net Promoter® Score as the ultimate question.

Bob E. Hayes, Ph.D., an author and recognized expert in customer satisfaction and loyalty measurement, will share research results and insights that show that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire CFP. Attend this one-day workshop and receive complimentary copies of the new book, Beyond the Ultimate Question, and Measuring Customer Satisfaction and Loyalty (3rd Ed.). In this workshop(register here: http://www.regonline.com/bobcfpseattle), you will learn how to design a successful CFP that will help your company improve the customer experience and increase customer loyalty, ultimately driving business growth. Learn more about the workshop (http://www.businessoverbroadway.com/buqworkshopseattle.htm).

Workshop Details and Outline
· Six Components of Customer Feedback Programs
· How Typical Companies Structure their CFPs
· Identifying your CFP Strengths and Improvement Areas: CFP Self-Assessment Survey
· Best practices Defined
· Best Practices in the areas of:
- Strategy and Governance
- Business Process Integration
- Method
- Reporting
- Research
· Customer Loyalty as the Ultimate Metric
- Definition of Customer Loyalty
- Problems with the NPS
- How to Measure Customer Loyalty: RAP Approach
· Two Examples of CFP Best Practices in Action
- The Akamai Story
- The Oracle Story
· CFP Best Practices Award

Register Now for One-day Workshop in Seattle, WA (http://www.regonline.com/bobcfpseattle)
Cost (includes class manual and two books): $1150.00; $100 discount for 2 or more registrants from same company. Early Bird Registration (before September 25, 2009): $950.00.

Beyond the Ultimate Question: New Book Challenges the Net Promoter Score

My new book, Beyond the Ultimate Question, is released. You can purchase the book here. The official press release appears below.

Press Release: Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter® Score claims, Bob E. Hayes, Ph.D., an author and recognized expert in customer satisfaction and loyalty measurement, publishes his latest findings in his new book, Beyond the Ultimate Question. Dr. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP)... >> Read entire press release.

Free Customer Feedback Programs Self-Assessment Survey

Customer feedback programs are designed to help companies understand their customers’ attitudes and experiences. This deeper customer-centric understanding helps companies identify ways to increase customer satisfaction and loyalty, consequently improving business performance.

These programs, however, do not always lead to improvements in the customer experience or increases in customer loyalty. Why? It may be how these programs are designed. For instance, research has shown that loyalty leaders adopt specific types of practices in their Customer Feedback Programs compared to loyalty laggers. The key to improve your program's success rests on the design of your program. Does your Customer Feedback Program adhere to best practices? Complete this short questionnaire to find out and learn how you can create a world class Customer Feedback Program. This free self-assessment tool is designed to help you understand the extent to which your company adopts best practices with respect to customer feedback programs.

Take the free self-assessment survey now by clicking the link below.

Free Customer Feedback Programs Self-Assessment Survey

BOB in The Netherlands

I recently gave the keynote address at the Custon Customer Congress in The Netherlands. The presentation highlighted how B2B companies can improve their customer loyalty. A copy of the presentation can be found here. For the Dutch reader, you can find a summary of my presentation online at ITCommercie (note regarding my picture for the article: I was totally sober for the presentation).