LARRY FREED is the President and CEO of ForeSee, a customer experience analytics firm that measures satisfaction and delivers powerful insights on where to prioritize improvements for maximum impact. An expert on customer satisfaction across all touchpoints and at the brand level, Larry speaks extensively on the topic at private and public sector industry events and has been quoted in numerous publications and media, including CNN, the Wall Street Journal, the Washington Post, and Investor's Business Daily, among many others. Larry is also the author of Managing Forward, published in 2011.
I really enjoyed this book because it put some facts behind the claim that taking care of your customers' experience results in a better bottom line. There are a lot of companies that talk about it, but it turns out there's some science behind it too. The book has many examples, but most of them are focused on large businesses. There's a lot of discussion in this space about the "web metrics ecosystem", but it's helpful to pick up a book that just talks about what you really need to know. For example, the section that talked about Net promoter helped me understand why we weren't getting what we expected out of net promoter, which I know I'm eventually going to have to explain to my management.
If all you have in place is Google Analytics, this might not be the book for you, since it goes a little deeper than the simple stuff that google does. Eric T. Peterson has a few books that might be useful for beginners in this space.
Altogether, it's a solid book that's easy to follow, and I got some useful ideas out of the book, more than just "bigthink".
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