Analytic expert Larry Freed’s admirable passion for improving companies’ understanding of customer satisfaction and experience emerges in his clear, useful and somewhat curious treatise. He champions the Word-of-Mouth Index (WoMI) of customer satisfaction at great length. If WoMI is as superior as he indicates, a few examples might suffice, so the energy he spends condemning the alternative, NPS, feels a bit excessive. But Freed’s focus on understanding customers’ perspective, establishing accurate metrics, gathering precise data and putting it in a meaningful context proves relevant and necessary. LetsRead recommends his book to those who need to make informed decisions on measuring and profiting from customer satisfaction.
