Innovating Analytics: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results

Index

A

ABC (American Broadcasting System):

best customer experience practices, 144–148

ESPN, merger of sports division, 146

iPad App, 146–148

television programs, 145–146

Accelerated Darwinism, 10–13, 53

ACSI. See American Customer Satisfaction Index (ACSI)

Affeciva Inc., 163, 164

Al Fayed family, 143

Amazon, 57, 60

Amazon Prime, 57, 60, 127

best customer experience practices, 123–128

big data and, 169

customer complaints, 127–128

ForeSee analysis of, 124–127

Fulfillment by Amazon, 127

Kindle, 124

Kindle Fire, 123

American Broadcasting System. See ABC (American Broadcasting System)

American Customer Satisfaction Index (ACSI), 2, 224, 258

American Express, 19

Analytics, future of, 157–170

Apple, 19, 35–36, 60, 169

satisfaction, information collection on, 174, 177

Arledge, Roone, 145

Arthur and Fraser. See House of Fraser

Arthur & Co. See House of Fraser

Arthur, James, 142

Ascension Health, 19

Astral Sports and Leisure, 143

AT&T, 55, 63

Au Bon Pain, 133

Axe, 63

Axelrod, David, 9

B

Ballantine, John, 134–135

Banks, top seven American, 192, 193

Bauer, Eddie, 136–139

Bauger Group, 141, 143

Beane, Billy, 7–8, 158

Behavioral data, Customer Experience Measurement Ecosystem, 98–100

Behavioral metrics:

bounce rate, 111–112

Customer Experience Measurement Ecosystem, 92, 111–115

customer feedback metrics, 114–115

exit rate, 111–112

false negatives, 113–114

false positives, 113–114

mother's love syndrome, 113

multichannel customer, measurement of, 92

page exit ratio, 111–112

shopping cart abandonment, ...