Bob E. Hayes's Books

Beyond the Ultimate Question

A Systematic Approach to Improve Customer Loyalty

By: Bob E. Hayes

Write a review Read reviews Take a Quiz Solve Book Puzzle

Beyond the Ultimate Question

A Systematic Approach to Improve Customer Loyalty

By: Bob E. Hayes

Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. 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). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

433

Publisher

Quality Press

Published Date

ISBN 10

0873893190

ISBN 13

9780873893190

The Everything Kidsâ Basketball Book, 3rd Edition

The All-time Greats, Legendary Teams, Today's Superstars—and Tips on Playing Like a Pro

By: Bob Schaller,Dave Harnish

Write a review Read reviews Take a Quiz Solve Book Puzzle

The Everything Kidsâ Basketball Book, 3rd Edition

The All-time Greats, Legendary Teams, Today's Superstars—and Tips on Playing Like a Pro

By: Bob Schaller,Dave Harnish

An introduction to the game of basketball providing information on the rules and the game's history, and describing playing techniques, skills, and related games.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

144

Publisher

Simon and Schuster

Published Date

ISBN 10

1507204809

ISBN 13

9781507204801

Measuring Customer Satisfaction and Loyalty

Survey Design, Use, and Statistical Analysis Methods

By: Bob E. Hayes

Write a review Read reviews Take a Quiz Solve Book Puzzle

Measuring Customer Satisfaction and Loyalty

Survey Design, Use, and Statistical Analysis Methods

By: Bob E. Hayes

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept of quality; frequencies; sampling error; two methods of determining important service or product characteristics as perceived by the customer; discussion on the measurement and meaning of customer loyalty, and methods for loyalty-based management. -Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

313

Publisher

Quality Press

Published Date

ISBN 10

0873891112

ISBN 13

9780873891110

Flavor: The Science of Our Most Neglected Sense

By: Bob Holmes

Write a review Read reviews Take a Quiz Solve Book Puzzle

Flavor: The Science of Our Most Neglected Sense

By: Bob Holmes

A journey into the surprising science behind our flavor senses. Can you describe how the flavor of halibut differs from that of red snapper? How the taste of a Fuji apple differs from a Spartan? For most of us, this is a difficult task: flavor remains a vague, undeveloped concept that we don’t know enough about to describe—or appreciate—fully. In this delightful and compelling exploration of our most neglected sense, veteran science reporter Bob Holmes shows us just how much we’re missing. Considering every angle of flavor from our neurobiology to the science and practice of modern food production, Holmes takes readers on a journey to uncover the broad range of factors that can affect our appreciation of a fine meal or an exceptional glass of wine. He peers over the shoulders of some of the most fascinating food professionals working today, from cutting-edge chefs to food engineers to mathematicians investigating the perfect combination of pizza toppings. He talks with flavor and olfactory scientists, who describe why two people can experience remarkably different sensations from the same morsel of food, and how something as seemingly unrelated as cultural heritage can actually impact our sense of smell. Along the way, even more surprising facts are revealed: that cake tastes sweetest on white plates; that wine experts’ eyes can fool their noses; and even that language can affect our sense of taste. Flavor expands our curiosity and understanding of one of our most intimate sensations, while ultimately revealing how we can all sharpen our senses and our enjoyment of the things we taste. Certain to fascinate everyone from gourmands and scientists to home cooks and their guests, Flavor will open your mind—and palette—to a vast, exciting sensory world.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

217

Publisher

W. W. Norton & Company

Published Date

ISBN 10

0393244431

ISBN 13

9780393244434

Cracking the LSAT Premium

By: Adam Robinson,Kevin Blemel,Mindy Eve Myers,Bob Spruill,Andrew Brody

Write a review Read reviews Take a Quiz Solve Book Puzzle

Cracking the LSAT Premium

By: Adam Robinson,Kevin Blemel,Mindy Eve Myers,Bob Spruill,Andrew Brody

The Princeton Review gets results. Get all the prep you need to ace the LSAT with 3 full-length practice tests, thorough LSAT section reviews, and extra practice online.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

578

Publisher

Princeton Review

Published Date

ISBN 10

0804124973

ISBN 13

9780804124973

The Everything Kids' Basketball Book, 4th Edition

The All-Time Greats, Legendary Teams, Today's Superstars—and Tips on Playing Like a Pro

By: Bob Schaller,Dave Harnish

Write a review Read reviews Take a Quiz Solve Book Puzzle

The Everything Kids' Basketball Book, 4th Edition

The All-Time Greats, Legendary Teams, Today's Superstars—and Tips on Playing Like a Pro

By: Bob Schaller,Dave Harnish

Learn the latest statistics along with information on all your favorite players in the newest edition of the bestselling The Everything Kids’ Basketball Book, featuring great tips for mastering the game! Learn how to play like a pro—and win—the fun game of basketball! Filled with dozens of games, puzzles, and activities, this book shows kids how to be a wizard on the court, hitting jumpers like Jordan while also learning the importance of teamwork. Covering everything you need to know about basketball, The Everything Kids’ Basketball Book explains all the rules of the game, the history of the sport, and information on your favorite players. Featuring up-to-date records of the NBA, WNBA, NCAA, and Olympic basketball, you’ll learn how to stay active and healthy while playing the sport you love.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

144

Publisher

Simon and Schuster

Published Date

ISBN 10

1507212534

ISBN 13

9781507212530

The Everything Kids' Basketball Book

The all-time greats, legendary teams, today's superstars—and tips on playing like a pro

By: Bob Schaller,Dave Harnish

Write a review Read reviews Take a Quiz Solve Book Puzzle

The Everything Kids' Basketball Book

The all-time greats, legendary teams, today's superstars—and tips on playing like a pro

By: Bob Schaller,Dave Harnish

Learn all about basketball and how to become a better player in this entertaining and educational book full of fun puzzles and activities! The Everything Kids’ Basketball Book teaches kids everything they need to know about basketball. With thirty puzzles and activities, they’ll learn the rules of the game, the history of the sport, and everything about their favorite players. Featuring up-to-date statistics and records of NBA, WNBA, NCAA, and Olympic basketball, this guide highlights the importance of teamwork and how kids can stay active and healthy. The Everything Kids’ Basketball Book is a slam dunk!

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

144

Publisher

Simon and Schuster

Published Date

ISBN 10

1507204817

ISBN 13

9781507204818

The Everything Kids' Basketball Book, 5th Edition

A Guide to Your Favorite Players and Teams—and Tips on Playing Like a Pro

By: Bob Schaller

Write a review Read reviews Take a Quiz Solve Book Puzzle

The Everything Kids' Basketball Book, 5th Edition

A Guide to Your Favorite Players and Teams—and Tips on Playing Like a Pro

By: Bob Schaller

Filled with trivia, history, and more than twenty-five exciting puzzles and games"--Cover.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

160

Publisher

Simon and Schuster

Published Date

ISBN 10

1507217382

ISBN 13

9781507217382

Great Western Castle Class 4-6-0 Locomotives in the Preservation Era

By: David Maidment,Bob Meanley

Write a review Read reviews Take a Quiz Solve Book Puzzle

Great Western Castle Class 4-6-0 Locomotives in the Preservation Era

By: David Maidment,Bob Meanley

This third volume in the series on the Great Western Castle class locomotives focuses on the eight that have been preserved and goes into depth on the reconstruction of three of them, the two Tyseley ones, 5043 and 7029 described by Bob Meanley and Didcot’s 4079 recounted by David Maidment from the records of the Great Western Society, including the full story of 4079’s prolonged stay in Western Australia, its return to the UK and subsequent restoration. The history of all eight is covered and copiously illustrated, including over 100 color photographs, with many during the restoration work by Bob Meanley and in operation by David Maidment. The book includes records of their operation and performance since restoration when some of the most remarkable performances of these locomotives were achieved.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

170

Publisher

Pen and Sword Transport

Published Date

ISBN 10

1399022695

ISBN 13

9781399022699

Tce

Building Business Through Customer-Centric Measurement and Analytics: Total Customer Experience

By: Bob E. Hayes

Write a review Read reviews Take a Quiz Solve Book Puzzle

Tce

Building Business Through Customer-Centric Measurement and Analytics: Total Customer Experience

By: Bob E. Hayes

Bob Hayes, PhD presents best practices in measurement and analytics for customer experience management (CEM) programs. Total Customer Experience (TCE) is the marriage of customer experience management data and different business data with appropriate analytics. This holistic view of the customers' attitudes about and interactions with a company provides a complete picture of the customer. This comprehensive view helps businesses gain insights into the causes and consequences of customer satisfaction and loyalty to help them improve the customer experience and increase customer loyalty. Drawing on decades of research and practice, Hayes illustrates analytical best practices in the field of customer experience management that will help you increase the value of all your business data.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

342

Published Date

ISBN 10

098928042X

ISBN 13

9780989280426

Measuring Customer Satisfaction and Loyalty

Survey Design, Use, and Statistical Analysis Methods

By: Bob E. Hayes

Write a review Read reviews Take a Quiz Solve Book Puzzle

Measuring Customer Satisfaction and Loyalty

Survey Design, Use, and Statistical Analysis Methods

By: Bob E. Hayes

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty." "Readers will gain a sound grasp of the scientific methodology used to construct and use questionnaires utilizing the author's systematic approach. They will be able to pinpoint and focus on the most relevant topics, and study both the qualitative and quantitative aspects of questionnaire design and evaluation. These and many more important scientific principles are presented in simple, understandable terms."--BOOK JACKET.

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

287

Publisher

Asq Press

Published Date

ISBN 10

0873897439

ISBN 13

9780873897433

Beyond the Ultimate Question

A Systematic Approach to Improve Customer Loyalty

By: Bob E. Hayes

Write a review Read reviews Take a Quiz Solve Book Puzzle

Beyond the Ultimate Question

A Systematic Approach to Improve Customer Loyalty

By: Bob E. Hayes

Average ratings

N/A

Write a review

Solve jigsaw puzzle

Age

Page Count

433

Publisher

Quality Press

Published Date

ISBN 10

0873893190

ISBN 13

9780873893190

Book's by Bob E. Hayes

Beyond the Ultimate Question

Beyond the Ultimate Question

The Everything Kidsâ Basketball Book, 3rd Edition

The Everything Kidsâ Basketball Book, 3rd Edition

Measuring Customer Satisfaction and Loyalty

Measuring Customer Satisfaction and Loyalty

Flavor: The Science of Our Most Neglected Sense

Flavor: The Science of Our Most Neglected Sense

Cracking the LSAT Premium

Cracking the LSAT Premium

The Everything Kids' Basketball Book, 4th Edition

The Everything Kids' Basketball Book, 4th Edition

The Everything Kids' Basketball Book

The Everything Kids' Basketball Book

The Everything Kids' Basketball Book, 5th Edition

The Everything Kids' Basketball Book, 5th Edition

Great Western Castle Class 4-6-0 Locomotives in the Preservation Era

Great Western Castle Class 4-6-0 Locomotives in the Preservation Era

Tce

Tce

Measuring Customer Satisfaction and Loyalty

Measuring Customer Satisfaction and Loyalty

Beyond the Ultimate Question

Beyond the Ultimate Question

Username

Password

Username

Password

Password again

Birthday

Email