Customer Feedback Programs Best Practices Award

Aug. 31, 2009 - PRLog -- Customer feedback programs play a critical role in managing customer relationships and improving the customer experience. Research by Bob E. Hayes, Ph.D., a recognized expert in the field of customer satisfaction and loyalty, 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 new book, Beyond The Ultimate Question (http://www.asq.org/quality-press/display-item/index.html?item=H1371&xvl=76090862), 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 18 2009. Companies who want to be considered for this award may submit their nomination using the online form provided (http://www.businessoverbroadway.com/cfpbpaward.htm). In addition to their online form submission, companies can submit supporting material in the form of a PowerPoint presentation (10-page maximum). 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 Programs Award.

Any type of organization (e.g., corporation, non-profit, government) can apply for the award. Any size company can apply for the award. Companies do not need to be clients of Business Over Broadway. Survey vendors can work with their clients to complete the nomination form; the nominations, however, must be submitted directly by the company that are vying for the award.

About Bob E. Hayes, Ph.D.
Dr. Hayes is the president and founder of Business Over Broadway (B.O.B.; http://www.businessoverbroadway.com). He is a recognized expert in customer satisfaction and loyalty measurement, and author of Beyond the Ultimate Question (2009) and Measuring Customer Satisfaction and Loyalty (2008). Dr. Hayes currently sits on the CRM Advisory Council for Cognizant Technology Solutions and is an advisor for Mob4Hire. He has conducted survey research for enterprise companies including Siebel Systems, Oracle, Agilent Technologies, and Cisco Systems.

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About Business Over Broadway
Business Over Broadway (http://www.businessoverbroadway.com) works with companies to improve the effectiveness of their customer feedback programs. B.O.B.’s goal is to help companies maximize the value of their customer feedback program through program improvement efforts in areas ranging from strategy/governance to applied research. Their work is aimed to help companies gain customer insight that is necessary to help improve the customer experience, increase customer loyalty and, consequently, accelerate business growth.