Innovating Analytics (Summary)
ebook ∣ Word of Mouth Index: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results
By Larry Freed
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getAbstract Summary: Get the key points from this book in less than 10 minutes.
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.
Book Publisher:
Wiley
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