Innovating Analytics
How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results
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Beschreibung
How does a CEO, manager, or entrepreneur begin to sort out whatdefines and drives a good customer experience and how it can bemeasured and made actionable? If you know how well the customerexperience is satisfying your customers and you know how toincrease their satisfaction, you can then increase sales, returnvisits, recommendations, loyalty, and brand engagement across allchannels. More reliable and more useful data leads to betterdecisions and better results. Innovating Analytics is alsoabout the need for a comprehensive measurement ecosystem toaccurately assess and improve the other elements of customerexperience. This is a time of great change and great opportunity.The companies that use the right tools and make the rightassessments of how to satisfy their customers will have thecompetitive advantage.
Innovating Analytics introduces an index that measures acustomer's likelihood to recommend and the likelihood todetract. The current concept of the Net Promoter Score (NPS) thathas been adopted by many companies during the last decade--isno longer accurate, precise or actionable. This new metric calledthe Word of Mouth Index (WoMI) has been tested on hundreds ofcompanies and with over 1.5 million consumers over the last twoyears.
Author Larry Freed details the improvement that WoMI provideswithin what he calls the Measurement Ecosystem. He then goes on tolook at three other drivers of customer satisfaction along withword of mouth: customer acquisition, customer loyalty, and customerconversion.
Autor*in
Larry Freed
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"Innovating analytics is critical in baseball, inpolitics, and in business. Larry Freed is at the forefront ofdeveloping useful new metrics that will help businessessucceed."
--Billy Beane, General Manager of the Oakland Athleticsand the subject of the bestseller Moneyball.
"Challenging conventional wisdom and building upon thewealth of knowledge derived from one of the most widely usedcustomer experience measurement tools in business today, InnovatingAnalytics is an essential addition to any marketer's library.Clearly Larry Freed is one of the leading minds in thecustomer experience industry, as he thoughtfully offerstested and practical strategies that businesses can implementimmediately."
--Bruce Rogers, Chief Insights Officer, ForbesMedia
"Innovating Analytics is a natural extension of Larry'scareer-long exploration of innovative businesssolutions."
--Thomas H. Zurbuchen, Associate Dean ofEntrepreneurial Programs at the University of Michigan
"Larry Freed and ForeSee are at the forefront oftransforming business around the world with actionable, predictivemetrics. Innovating Analytics contains critical information for anyexecutive who wants to improve businessoutcomes."
--Rick Snyder, Governor of the State of Michigan
"Innovating Analytics is a compelling exploration of thepotential power of customer experience metrics in the modern age.Larry Freed's combination of academic research with practicalbusiness implementation makes this book a must-read for anybusiness leader."
--Mark Mahaney, Managing Director at RBC
"Too many businesses are relying on metrics that areoutdated and have no relationship to company growth and profit.Innovating Analytics is a must-read for any executive about thepower of good metrics and the dangers of badones."
--Claes Fornell, Founder and Chairman of theACSI and author of The Satisfied Customer
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