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).

True Test of Loyalty - Article in Quality Progress

Read the study by Bob E. Hayes, Ph.D. in the June 2008 edition of Quality Progress magazine titled The True Test of Loyalty. This Quality Progress article discusses the measurement of customer loyalty. Despite its importance in increasing profitability, customer loyalty measurement hasn’t kept pace with its technology. Using advocacy, purchasing and retention indexes to manage loyalty is statistically superior to using any single question alone. These indexes helped predict the growth potential of wireless service providers and PC manufacturers. You can download the article here.