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Innovating Analytics
Book

Innovating Analytics

Word of Mouth Index: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results

Larry Freed
Wiley, 2013

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Editorial Rating

7

Qualities

  • Innovative
  • Applicable

Recommendation

Analytic expert Larry Freed’s admirable passion for improving companies’ understanding of customer satisfaction and experience emerges in his clear, useful and somewhat curious treatise. He champions the Word-of-Mouth Index (WoMI) of customer satisfaction at great length. If WoMI is as superior as he indicates, a few examples might suffice, so the energy he spends condemning the alternative, NPS, feels a bit excessive. But Freed’s focus on understanding customers’ perspective, establishing accurate metrics, gathering precise data and putting it in a meaningful context proves relevant and necessary. getAbstract recommends his book to those who need to make informed decisions on measuring and profiting from customer satisfaction.

Take-Aways

  • The modern economy demands an understanding of customer satisfaction, the true measure of customer experience.
  • Your metrics should tell you how you’re doing, where to focus and what to do next.
  • The Net Promoter Score (NPS) focuses on customer satisfaction, but is limited.

About the Author

Larry Freed, author of Managing Forward, is CEO of ForeSee, an analytics firm focusing on customer experience.

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