Total Social Customer Value (TSCV)

Times Relative influence times Advocacy Intention times Advocacy at Point of purchase or post purchase times actual referrals or TSCV= NPS x Ia x Ir x Ai x Ap x R Challenges to this Methodology My goal was to define how measurement of customer satisfaction, influence and advocacy have changed due to the social web, yet there are few challenges to this methdology, which I’m happy to point out as an industry analyst: 1) This is new thinking and not everyone will get it. 2) Data is disparate and scattered among the disparate web 3) It’s more complex, and requires more time to put together, however the accuracy of the data will be higher.

Relevant Research

Social Analytics and Social CRM We’ve conducted research and published the following reports on Social Marketing Analytics (slides and recording, and the report) with 3-ex Forrester/Jupiter analysts Social CRM Report, with my colleague Ray Wang which will be the system to house all of this data, along with intelligent filtering Switzerland WhatsApp Number List and workflows. You’ll need to know more about the formulas to amend NPS, as well as understand the new processes and technologies in Soical CRM which will capture a single user profile regardless of where they publish online. Praise to the Net Promoter Score.

To be clear

I’m not suggesting that we do away with NPS, it still serves a vital function to customer satisfaction, and respect the value it’s brought to the industry. There’s no other single question that can yield so much intention data, It’s a Australia Telegram Number fantastic tool and has advanced the industry, and I know we can build on top of it to reflect the moden web. I’m thankful for the work that Fred Reichheld, Bain & Company, and Satmetrix have done to create Net Promoter Score, and I fall into the promoter score as ‘9’ on the scale, as I’m here recommending you use this methodology, with my additional caveats.