News & Reviews

Praise for Innovating Analytics

Industry thought leaders and top executives agree – Innovating Analytics by Larry Freed is a must-read:

Innovating Analytics is critical in baseball, in politics, and in business. Larry Freed is at the forefront of developing useful new metrics that will help businesses succeed.”

 - Billy Beane, General Manager of the Oakland Athletics and the subject of the bestseller Moneyball

“Challenging conventional wisdom and building upon the wealth of  knowledge derived from one of the most widely used customer experience measurement tools in business today, Innovating Analytics is an essential addition to any marketer’s library. Clearly Larry Freed is  one of the leading minds in the customer experience industry, as he  thoughtfully offers tested and practical strategies that businesses  can implement immediately.” 

- Bruce Rogers, Chief Insights Officer, Forbes Media

Innovating Analytics is a natural extension of Larry’s career-long exploration of innovative business solutions.” 

 - Thomas H. Zurbuchen, Associate Dean of Entrepreneurial Programs at the University of Michigan

“Larry Freed and ForeSee are at the forefront of transforming business around the world with actionable, predictive metrics. Innovating Analytics contains critical information for any executive who wants to improve business outcomes.” 

 - Rick Snyder, Governor of the State of Michigan

Innovating Analytics is a compelling exploration of the potential power of customer experience metrics in the modern age. Larry Freed’s combination of academic research with practical business implementation makes this book a must-read for any business leader.” 

- Mark Mahaney, Managing Director at RBC

“Too many businesses are relying on metrics that are outdated and have no relationship to company growth and profit. Innovating Analytics is a must-read for any executive about the power of good metrics and the dangers of bad ones.” 

 - Claes Fornell, Founder and Chairman of the ACSI and author of The Satisfied Customer


Innovating Analytics Reviews

Blogging on Business Innovating Analytics Review Innovating Analytics: A Book Review by Bob MorrisBlogging on Business | December 4, 2013 | by Bob Morris Of special interest to me are the reader-friendly devices that Freed uses with uncommon skill. They include various illustrations, checklists of key points or stages of a sequence, and best of all, mini-interviews of real people who discuss real issues in their own business situations. Read More »
Innovating Analytics Review from Engage Customer Innovating Analytics for Your CustomersEngage Customer | November 27, 20133 | by Steve Hurst Innovating Analytics is the perfect guide to help companies measure the satisfaction of the customer experience and turn that data into an actionable strategy that benefits their businesses and their customers alike. Read More »
Innovating Analytics Review TMCNet The Problem with the Net Promoter ScoreTMCNet | October 23, 2013 | By Paula Bernier Larry Freed, CEO of ForeSee and author of the new book “Innovating Analytics,” recently told TMCnet that while big data presents a great opportunity for companies to better understand their customers, there’s also a need to rethink existing models for categorizing customers. Read More »
Forbes Innovating Analytics Customer Experience Controls Business Growth Customer Experience Controls Business Growth TodayForbes | October 11, 2013 | By Martin Zwilling In his new book, “Innovating Analytics,” Larry Freed, a customer experience and analytics expert, makes some convincing points on the drivers for business loyalty and success that every business owner should commit to memory. Read More »

Innovating Analytics News

Innovating Analytics News from The Globe and Mail The Blind Spot in Customer Loyalty SurveysThe Globe and Mail | December 15, 2013 When consultant Frederick Reichheld advocated his “net promoter score” in the 2006 book The Ultimate Question – the one number he said you need to know to understand customer retention and profits – marketers and companies seized on the simplicity and power of the concept. Neat, simple, and effective. But wrong, according to Larry Freed, CEO of ForeSee. Read More »
Innovating Analytics news via My Customer Customer Experience Analytics: The New Loyalty Battleground?My Customer | December 2, 2013 The classic definition of innovation is introducing something new, but from a practical business perspective the word 'innovation' has come to mean something more than that. Innovation is about change that is significant and positive, creating a new dimension of performance. Read More »
Innovating Analytics Wharton Magazine Measuring Word of Mouth Measuring Word of MouthWharton Magazine | November 18, 2013 When it comes to customer relationships, it’s paramount for brands to measure satisfaction across all customer touch points. One measurement of satisfaction is word of mouth, and the debates on exactly how to measure it have echoed within many corporations. Read More »
Innovation Analytics News American Management Association Using the Right Metrics to Measure the Customer Experience—and Predict the FutureAmerican Management Association | November 10, 2013 It has never been easier to collect voice-of-customer data, but the challenge is putting that information into a scientific context that helps companies know how to predict and shape customer behavior in the future. In today’s multichannel world, it is also important to understand the customer experience within and across every relevant channel. Read More »
Innovating Analytics News Retail Digital Achieving Competitive Advantage by Understanding the Customer ExperienceRetail Digital | October 22, 2013 Every smart company and every smart manager knows that an excellent customer experience always has been and should be a business goal. But without a concrete metric, customer experience efforts in the past were often nonspecific and lacking in meaning and direction. Read More »
ForeSee's Word-of-Mouth Index Honored ForeSee’s Word-of-Mouth Index HonoredThe Word-of-Mouth Index (WoMI), the first measurement that combines the simplicity of Net Promoter Score (NPS) with the accuracy executives need to make sound business decisions, recently earned a Silver Golden Bridge Award for its innovative approach to voice of the customer analytics. Read More »
Innovating Analytics by Larry Freed Press Release: Innovating AnalyticsIn INNOVATING ANALYTICS: Word of Mouth Index—How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results, author Larry Freed—president and CEO of ForeSee—introduces the Word of Mouth Index (WoMI), an innovative metric that builds on the decade-old Net Promoter Score to create a modern metric that business leaders can use improve business results. Read More »

The Latest Word of Mouth Index Benchmarks

Innovating Analytics WoMI Benchmarks Top 100 Brands: Fall, 2013In August of 2013, ForeSee measured satisfaction, WoMI, and NPS scores for Interbrand’s 2012 list of the top 100 brands. The research is illuminating and shows that NPS continues to lack the accuracy and actionable insights that company leaders depend on and need by overstating detractors for the biggest brands by 780% on average. This profound inaccuracy can lead business leaders to make poor business decisions. Read More »
The Word of Mouth Index Top 100 Brands Top 100 BrandsIn April 2013, ForeSee measured satisfaction, WoMI, and NPS for Interbrand's 2012 list of the top 100 brands. The research is illuminating. On average, NPS overstates detractors for the biggest brands by 299%. Read More »

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