May 6, 2013 | by Kristina Knight
A new tool out from ForeSee takes single-question customer experience metrics to another level by incorporating word of mouth. Called the Word of Mouth Index (WoMI), the solution offers deeper measurements of WOM channels so that brands have a better grasp on customer loyalty.
According to Foresee’s research ‘traditional’ single-question measurements aren’t accurate enough because they do not measure between active and passive word of mouth. Because a customer is satisfied, for example, does not mean they will encourage their friends or social networks to try a brand/product. . . . Read the full article »