Innovating analytics : word of mouth index--use the next generation of net promoter to increase sales and drive results / / Larry Freed

• Record Nr.: UNINA9910815928303321
• Autore: Freed Larry
• Pubbl/distr/stampa: Hoboken, New Jersey : , : John Wiley & Sons, Inc., , [2013]
• ISBN: 1-118-77949-5; 1-118-77950-9
• Edizione: [1st edition]
• Descrizione fisica: 1 online resource (290 p.)
• Disciplina: 658.8/72
• Soggetti: Consumer satisfaction; Marketing research - Statistical methods; Word-of-mouth advertising; Internet marketing
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: Includes index.
• Nota di contenuto: Innovating Analytics: Word of Mouth Index-How The Next Generation of Net Promoter Can Increase Sales and Drive Business Results; Copyright; Contents; Introduction; Chapter 1: Customer Experience 2.0; Accelerated Darwinism; Chapter 2: NPS-What It Is and What It Does Well; Chapter 3: NPS-Fundamentally Flawed; Accuracy; Margin of Error; Oversimplification; Detractors Don't Always Detract, and Promoters Don't Always Promote; Where's the Growth?; Insufficient Information; Simple Is Just . . . Simple; Chapter 4: WoMI-The Next Generation of NPS; WoMI Distinguishes between Positive Word of Mouth and Negative Word of Mouth Negative Word of Mouth; The WoMI Research Approach and the Validity of the Results; Phase 1: Fore See Independent Research; Phase 2: Initial Client Testing; Phase 3: Later Client Testing; WoMI Testing Results; The Discourage Question; Detractor Overstatement; NPS and WoMI Score Differences; Recommend and Discourage Scores; Continuing Implementation; In Virtually Every Industry, We See a Massive Overstatement of Detractors; Using WoMI with NPS; Chapter 5: The Four Drivers of Business Success; Customer Retention; Purchased Loyalty Convenience Loyalty; Restricted Loyalty; Competitive Retention; True Loyalty; Upsell; Marketing-Driven Customer ; Acquisition; Word-of-Mouth-Driven Customer Acquisition; Customer Intent and True Conversion Rate; True Conversion Rate; The Common Thread; Chapter 6: Why the Customer Experience Matters; Why Measure Customer Experience?; How to Measure the Customer Experience and Answer the Big Three Questions; How am I doing? What is my performance?; Where should I focus my efforts? Where will I get the largest return on my investment?; Why should I take action? Is the payback worth the effort?Measuring the Customer Experience at the Brand Level; 1. How am I doing?; 2. Where should I focus my efforts?; 3. Why should I take action?; Measuring the Customer Experience in Contact Centers; 1. How is iMicro doing?; 2. Where should iMicro focus its efforts?; 3. Why should iMicro take action and make these changes?; Measuring the Customer Experience in Stores; 1. How is Daisy Chain doing?; 2. Where should Daisy Chain focus its efforts?; 3. Why should Daisy Chain take action and make these changes?; Measuring the Customer Experience on Websites 1. How is the Daily Reporter doing?; 2. Where should the Daily Reporter focus its efforts?; 3. Why should the Daily Reporter take action and make these changes?; Measuring the Customer Experience with Mobile Experiences; 1. How is Rest Well doing?; 2. Where should Rest Well focus its efforts?; 3. Why should Rest Well take action and make changes?; How to Measure the Multichannel Consumer; Chapter 7: The Customer Experience Measurement Ecosystem; Behavioral Data; Getting Sticky; Mobile Complexity; Challenging Behavioral Metrics; Bounce Rate; Shopping Cart Abandonment
• Sommario/riassunto: 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

Evil twins and the ultimate insight : Ayn Rand, Vladimir Nabokov, and the polarized politics of reading / / Bruce Stone

• Record Nr.: UNINA9910746590003321
• Autore: Stone Bruce <1971->
• Pubbl/distr/stampa: Earth, Milky Way : , : punctum books, , 2023; ©2023
• ISBN: 9781685710996; 1-68571-099-9; 9781685710989
• Descrizione fisica: 1 online resource (190 pages)
• Disciplina: 813.54
• Soggetti: Polarization (Social sciences); Politics and literature - United States; Politics and literature; Literary criticism; United States
• Lingua di pubblicazione: Inglese
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Note generali: Available through punctum books.
• Sommario/riassunto: With the 2020 election, political polarization in the U.S. entered a ludicrous end-stage. Partisanship, once a pseudo-rational system of biases, has devolved to a conflict between incompatible realities. In search of some pathway toward consensus, Evil Twins and the Ultimate Insight: Ayn Rand, Vladimir Nabokov, and the Polarized Politics of Reading looks to the works of two iconic Russian-American writers whose literary rivalry mirrors the rift between political parties in the U.S. The matchup has all the markings of an evil-twin narrative, pitting Rand, the muse of libertarian conservatism, against Nabokov, the trickster-genius of the Western canon. Their mid-century novels afford a rare opportunity to arbitrate, by proxy, American political grievances and resolve, in print, its electoral dysfunction. Evil Twins and the Ultimate Insight mounts this critical intervention into the Blue/Red blood feud and contemplates, in the cognitive challenges of Nabokov’s ; fiction, a remedy for its polarized politics.To guard against grandstanding, axe-grinding, deck-stacking, inaccuracy, or obfuscation, Stone’s book proceeds by indirection, exploring four scholarly books that all speak to the peculiar relationship between Rand and Nabokov: Gene Bell-Villada’s On Nabokov, Ayn Rand and the Libertarian Mind (2013), Adam Weiner’s How Bad Writing Destroyed the World: Ayn Rand and the Literary Origins of the Financial Crisis (2016), Michael Rodgers’s Nabokov and Nietzsche: Problems and Perspectives (2018), and Peter Roberts and Herner Saeverot’s Education and the Limits of Reason: Reading Dostoevsky, Tolstoy and Nabokov (2018). Each of these books is seriously flawed, but their numerous interlocking problems conspire to reveal, empirically, via negativa, how literature might tip the scales in America’s partisan deadlock. Ultimately, Stone argues that, when our books get tangled up in our politics, their promise—to help us see to the bottom of things and scooch closer to the asymptote of truth and reality—might be something more than a mirage.