Innovating Analytics Ebook Tooltip Ebooks kunnen worden gelezen op uw computer en op daarvoor geschikte e-readers. How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results
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- Engels
- E-book
- 9781118779491
- 16 september 2013
- 288 pagina's
- Adobe ePub
Samenvatting
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 customer’s 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 decade—is 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.
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Inhoud
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- en
- Bindwijze
- E-book
- Oorspronkelijke releasedatum
- 16 september 2013
- Aantal pagina's
- 288
- Ebook Formaat
- Adobe ePub
- Illustraties
- Met illustraties
Betrokkenen
- Hoofdauteur
- Larry Freed
- Hoofduitgeverij
- Wiley
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- Android (smartphone en tablet) | Kobo e-reader | Desktop (Mac en Windows) | iOS (smartphone en tablet) | Windows (smartphone en tablet)
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- 1
- Product breedte
- 161 mm
- Product hoogte
- 28 mm
- Product lengte
- 231 mm
- Studieboek
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EAN
- EAN
- 9781118779491
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