My friend Rishi Rawat sent me this great story of common-sense customer service. From: Rishi Rawat To: Andy Sernovitz Subject: My Keurig story Hi Andy, Just over a year ago we purchased a Keurig coffee machine. It gave us superb service right up to the day when it unexpectedly died. I dreaded calling customer support [...]
Tag Archives: Metrics
How to measure your word of mouth — live with Olivier Blanchard from Word of Mouth Supergenius
As a preview for our upcoming Word of Mouth Supergenius event in New York on July 20th, we’re featuring a bunch of the videos from our last “How to be Great at Word of Mouth Marketing” event in Chicago. It’s going to be an amazing day filled with 12 how-to classes, 12 real-world case studies, [...]
How to measure word of mouth
Forrester’s “Three Steps to Measuring Social Media Marketing” suggests six categories of social media metrics: 1. User reach describes how far and wide your messages spread. 2. User impact describes how your efforts change consumers’ actions or opinions. 3. Volume of participation describes how many customers interact with your social initiatives. 4. Quality of participation [...]
Emissions Testing, Usability Testing, Focus Groups, and Analytics
A Focus Group is a bunch of people chatting about how the feel about something. How they feel has nothing to do with if it works or if they will buy it. But you’ll get some good ideas. Usability Testing tells you if a thing, usually a web site, lets users get a job done, [...]
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