Innovating Analytics. How The Next Generation Of Net Promoter Can Increase Sales And Drive Business Results

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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

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.

Innovating Analytics introduces an index that measures a customer s likelihood to recommend and the likelihood to detract

Innovating Analytics is also about the need for a comprehensive measurement ecosystem to accurately assess and improve the other elements of customer experience

More reliable and more useful data leads to better decisions and better results

The companies that use the right tools and make the right assessments of how to satisfy their customers will have the competitive advantage

The current concept of the Net Promoter Score NPS that has been adopted by many companies during the last decade is no longer accurate, precise or actionable

This is a time of great change and great opportunity

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