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Innovating Analytics - Word of Mouth Index: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results, ForeSee President and CEO Larry Freed's new book, is available at these retailers:
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Category Archives: Kevin Muoio
It was the best of times, it was the worst of times… Just like Charles Dickens’ classic novel A Tale of Two Cities, there is a duality afoot. This is no tale of peasantry and aristocracy of late 1700s London and Paris, but rather one set in the modern world of user ratings and reviews. There were two incredible stories recently that set Yelp, and the user ratings space in general, back several steps. With Dickensian flair, these stories are chockablock with intrigue, mistaken identities, threats of violence, heavy accents, etc. These two stories are everywhere this week and their … Read More
Playing the guessing game when it comes to customer experiences can often lead to wrong answers or misleading information. However, that doesn’t stop people from doing it. The company leaders I talk to do it every day because they continue to analyze customer experiences using behavioral data alone. Measuring behavior alone is like watching TV on MUTE -it’s all picture and no sound. You can see the action, you can see the actors moving around, lips moving and arms flailing (if the show’s really good) but you can’t understand what’s going on, what the characters’ motives are, what’s happening now … Read More