LEADER 05457nam 2200709 450 001 9910452805103321 005 20200520144314.0 010 $a1-118-77949-5 010 $a1-118-77950-9 035 $a(CKB)2550000001123289 035 $a(EBL)1402445 035 $a(OCoLC)858968211 035 $a(SSID)ssj0000981867 035 $a(PQKBManifestationID)11505174 035 $a(PQKBTitleCode)TC0000981867 035 $a(PQKBWorkID)10983094 035 $a(PQKB)10174196 035 $a(MiAaPQ)EBC1402445 035 $a(DLC) 2013027309 035 $a(CaSebORM)9781118779484 035 $a(Au-PeEL)EBL1402445 035 $a(CaPaEBR)ebr10767030 035 $a(CaONFJC)MIL522028 035 $a(EXLCZ)992550000001123289 100 $a20130705d2013 uy| 0 101 0 $aeng 135 $aurunu||||| 181 $ctxt 182 $cc 183 $acr 200 10$aInnovating analytics $eword of mouth index--use the next generation of net promoter to increase sales and drive results /$fLarry Freed 205 $a1st edition 210 1$aHoboken, New Jersey :$cJohn Wiley & Sons, Inc.,$d[2013] 215 $a1 online resource (290 p.) 300 $aIncludes index. 311 $a1-118-77948-7 311 $a1-299-90777-6 327 $aInnovating 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 327 $aWoMI 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 327 $aPurchased 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? 327 $aWhy 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? 327 $aMeasuring 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 327 $aShopping Cart Abandonment 330 $aHow 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 606 $aConsumer satisfaction 606 $aMarketing research$xStatistical methods 606 $aWord-of-mouth advertising 606 $aInternet marketing 608 $aElectronic books. 615 0$aConsumer satisfaction. 615 0$aMarketing research$xStatistical methods. 615 0$aWord-of-mouth advertising. 615 0$aInternet marketing. 676 $a658.8/72 700 $aFreed$b Larry$0899983 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910452805103321 996 $aInnovating analytics$92010833 997 $aUNINA