Innovating Analytics for Your Customers

Engage Customer

November 27, 2013 | by Steve Hurst

Innovating Analytics Review from Engage Customer

In today’s ultra-competitive business environment, accurately measuring both positive and negative word of mouth is a crucial element in gauging customer loyalty and recommendations.  But according to Larry Freed, author of the new book INNOVATING ANALYTICS, “The most popular tool for obtaining this measurement, the Net Promoter Score (NPS), has outlived its usefulness as a metric.”

In INNOVATING ANALYTICS: Word of Mouth Index—How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results, Freed—president and CEO of ForeSee, a leading customer experience analytics firm whose Fortune 500 clients include Sears, Kellogg’s, Kraft, Lockheed Martin, and Capital One—introduces the Word of Mouth Index (WoMI), an innovative metric that builds on the decade-old NPS to create a modern metric that business leaders can use improve business results . . .  Read the full article »