Summary of Innovating Analytics
Word of Mouth Index: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results
Radically improve your understanding of the customer experience with just one more question.
Analytic expert Larry Freed’s admirable passion for improving companies’ understanding of customer satisfaction and experience emerges in his clear, useful and somewhat curious treatise. He champions the Word-of-Mouth Index (WoMI) of customer satisfaction at great length. If WoMI is as superior as he indicates, a few examples might suffice, so the energy he spends condemning the alternative, NPS, feels a bit excessive. But Freed’s focus on understanding customers’ perspective, establishing accurate metrics, gathering precise data and putting it in a meaningful context proves relevant and necessary. getAbstract recommends his book to those who need to make informed decisions on measuring and profiting from customer satisfaction.
In this summary, you will learn
- What flaws limit the Net Promoter Score metric
- Why the Word-of-Mouth Index is a more useful tool
- What methods you can use to measure, understand and profit from customer experience
Comment on this summary
Contained in Knowledge Pack:
Knowledge PackBuilding BuzzHow to put word-of-mouth to work for your product or service.
Knowledge PackCustomer ResearchListen to your customers and they will tell you how to sell to them.
Customers who read this summary also read
Shaun Smith and Andy Milligan
Kogan Page, 2015