Chapter 7. Week 4: Influence and Measurement
If you could ask your customer just one question — and your business depended on the answer — wouldn't you want to ask that question? The Net Promoter score, developed by Fred Reichheld, is based on one simple question: "How likely is it that you would recommend [name of company, product, service] to a friend?" It turns out to be a fundamentally important metric and central to the successful implementation of social media. Think about it: If your own customers would not recommend you...well, you can see the problem.
This chapter starts with an in-depth look at the Net Promoter score. It continues and covers existing metrics, some of which you are probably already collecting, and then it shows how these ...
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