I am happy to announce that I have joined Gleanster’s Thought Leader group as a contributing analyst.Â Gleanster is a market research and advisory services firm that benchmarks best practices in technology-enabled business initiatives, delivering actionable insights that allow companies to make smart business decisions and match their needs with vendor solutions.
In my role at Gleanster, I will be involved in providing insight into the Enterprise Feedback Management (EFM) and Customer Experience Management (CEM) space. Building on Gleanster’s 2010 Customer Feedback Management reportÂ as well as my ownÂ research on best practices in customer feedback programsÂ (See Beyond the Ultimate Question for complete results of my research), I will be directing Gleanster’s upcoming benchmark study on Customer Experience Management. In this study, we will identify specific components of CEM that are essential in helping companies deliver a great customer experience that increases customer loyalty.
“We are excited to have Dr. Hayes as part of our distinguished thought leader group. Dr. Hayes brings over 20 years of experience to bear on important issues in customer experience management and enterprise feedback management. Specifically, his prior research on the measurement and meaning of customer loyalty and best practices in customer feedback programs has helped advance the field tremendously. His scientific research is highly regarded by his industry peers, and we are confident that Dr. Hayes’ continuing contributions to the field will bring great value to the Gleanster community.”
Jeff Zabin, CEO
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