October 11, 2013 | by Martin Zwilling
Many startups and mature businesses have not yet adapted to the fact that customer satisfaction in this “always connected” age is more than product and service quality. It’s more about which customers broadcast their pleasure or unhappiness to others. With incredible ease, they can influence thousands or millions of potential new customers, or say nothing.
Most existing metrics and analytics for measuring customer satisfaction and loyalty, including the popular Net Promoter Score (NPS), don’t distinguish between recommend messages to others (word-of-mouth), detract messages, or no message.
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 the full article »