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Killer Analytics: Top 20 Metrics Missing from your Balance Sheet by Mark Graham Brown

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Chapter 11

The Social Network Index

WHY AN ORGANIZATION MIGHT TRACK THIS
Questions Answered
  • What are consumers saying about our products and services?
  • Are customers satisfied with our products and services?
  • How many customers did we make mad today and how mad did they get?
  • Has any customer experienced outstanding service today?
  • Are there any customer contact employees who need to be recognized for doing a great job?
  • How influential are the customers we made angry or happy today?
  • What are business customers saying about doing business with our organization?
  • How likely is it that customers will be loyal?
  • What operational or product problems occurred today that we need to address now?
Why Is This Information Important?
Just about every type of organization today has acknowledged that they have customers, and that customer satisfaction is something that is important to track and manage. Everyone from your lawn guy to your kids’ teachers wants to know if you are satisfied with their service. This really is a good thing, and most of us are delighted to see that even places like the Department of Motor Vehicles (DMV) and the IRS seem to want our feedback so they can try to improve. In the case of the DMV in California, it really did seem to have improved, since it is now possible to make an appointment online and to dramatically shorten the amount of time you would have spent at the DMV compared to a few years ago. The bad news about this increased concern with taking care of customers ...

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