How does a CEO, manager, or entrepreneur begin to sort out what defines and drives a good customer experience and how it can be measured and made actionable? If you know how well the customer experience is satisfying your customers and you know how to increase their satisfaction, you can then increase sales, return visits, recommendations, loyalty, and brand engagement across all channels. More reliable and more useful data leads to better decisions and better results. Innovating Analytics is also about the need for a comprehensive measurement ecosystem to accurately assess and improve the other elements of customer experience. This is a time of great change and great opportunity. The companies that use the right tools and make the right assessments of how to satisfy their customers will have the competitive advantage. Innovating Analytics introduces an index that measures a customers likelihood to recommend and the likelihood to detract. The current concept of the Net Promoter Score (NPS) that has been adopted by many companies during the last decadeis no longer accurate, precise or actionable. This new metric called the Word of Mouth Index (WoMI) has been tested on hundreds of companies and with over 1.5 million consumers over the last two years. Author Larry Freed details the improvement that WoMI provides within what he calls the Measurement Ecosystem. He then goes on to look at three other drivers of customer satisfaction along with word of mouth: customer acquisition, customer loyalty, and customer conversion.
Book Details:
- Author: Larry Freed
- ISBN: 9781118779484
- Year Published: 2013
- Pages: 288
- BISAC: BUS016000, BUSINESS & ECONOMICS/Consumer Behavior
About the Book and Topic:
How does a CEO, manager, or entrepreneur begin to sort out what defines and drives a good customer experience and how it can be measured and made actionable? If you know how well the customer experience is satisfying your customers and you know how to increase their satisfaction, you can then increase sales, return visits, recommendations, loyalty, and brand engagement across all channels. More reliable and more useful data leads to better decisions and better results. Innovating Analytics is also about the need for a comprehensive measurement ecosystem to accurately assess and improve the other elements of customer experience. This is a time of great change and great opportunity. The companies that use the right tools and make the right assessments of how to satisfy their customers will have the competitive advantage. Innovating Analytics introduces an index that measures a customers likelihood to recommend and the likelihood to detract. The current concept of the Net Promoter Score (NPS) that has been adopted by many companies during the last decadeis no longer accurate, precise or actionable. This new metric called the Word of Mouth Index (WoMI) has been tested on hundreds of companies and with over 1.5 million consumers over the last two years. Author Larry Freed details the improvement that WoMI provides within what he calls the Measurement Ecosystem. He then goes on to look at three other drivers of customer satisfaction along with word of mouth: customer acquisition, customer loyalty, and customer conversion.
Works with 500+ Companies a Year: Books will be a part of consulting engagements and given to attendees of corporate workshops and conferences. Clients include half of the Fortune 100, half of the top 100 retailers, and six of the top 10 banks in the US. Speaking Schedule to Core Audience: ForeSee sponsors more than 30 industry events each year, and Larry Freed typically does 20-25 keynote speeches at events with industry leaders, executives, analysts, and investment analysts. We will broker deals with event sponsors to distribute the book at these events. Key to Foresees Business: The book is the planned cornerstone of a 12 month marketing campaign. The promotional plan includes speaking, conference sponsorship, publicity outreach via 3 PR firms, and corporate advertising. Regularly Connected to Audience: ForeSeewill be using the book to further establish themselves as a customer experience thought leader. ForeSee has a list of approximately 5,000+ current client contacts and a database of an additional 15,000 prospects. ForeSee also has more than 30 corporate partners (Adobe Omniture, IBM, etc) who can promote the book to their client lists, and on their blogs and at their events.
About the Author
Larry Freed (Ann Arbor, MI; www.foreseeresults.com; @foresee) is the President and CEO of ForeSee. ForeSee is an analytics firm that measures satisfaction and delivers powerful insights on where to prioritize improvements for maximum impact. Larry is responsible for managing the company’s strategy and growth. Since the company’s founding in 2001, he has overseen significant growth in its client base, revenues and staff. Larry brings more than 20 years experience in senior management and in directing e-commerce and technology initiatives to ForeSee. An expert on web customer satisfaction, Larry speaks extensively on the topic at private and public sector industry events and has been quoted in numerous publications and media, including CNN, the Wall Street Journal, the Washington Post, Investor’s Business Weekly, Internet Retailer, Multichannel Merchant, DM News, Computerworld, Federal Computer Week and Government Executive, among many others.