Contemplating the Next Customer Experience Measurement1to1 Media

August 13, 2013 | by Tom Hoffman

A few months ago while attending the ForeSee Summit in Ann Arbor, Mich., I had the good fortune to hear Larry Freed share the company’s rationale for developing the Word-of-Mouth Index (WoMI), a next-generation customer experience metric. While traditional single-question metrics are focused on measuring a customer’s likelihood to recommend based on a zero to ten point rating scale, WoMI goes more in depth in examining a customer’s likelihood to recommend or to discourage. Read the full article »


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