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WoMI's Innovative Approach to Voice of the Customer Analytics Recognized
ANN ARBOR, Mich., Oct. 11, 2013 /PRNewswire/ -- ForeSee (www.ForeSee.com), the global leader in technology-driven customer experience analytics, today announced that it has earned a Silver Golden Bridge Award in the Services category for its innovative Word-of-Mouth Index (WoMI) metric, the first measurement that combines the simplicity of Net Promoter Score (NPS) with the accuracy executives need to make sound business decisions.
The prestigious Golden Bridge Awards recognize the world's best in organizational performance, innovations, products and services, executives and management teams and customer satisfaction programs from every major industry in the world. More than 40 judges from a broad spectrum of industries around the world participated, and their average scores determined the 2013 Golden Bridge Business Awards winners.
In May, ForeSee introduced its Word-of-Mouth Index (WoMI) as an evolution of Net Promoter Score (NPS), which has become the de facto measure of customer loyalty for many organizations. Because NPS fails to distinguish between positive and negative word-of-mouth, ForeSee created WoMI to more accurately measure customers' likelihood to recommend and/or detract from a brand to provide a more precise and actionable measure. WoMI builds on NPS but is designed to address today's more complex word-of-mouth measurement challenges. It still offers business leaders a single value for their dashboards, but it is based on more sophisticated analytics that enable executives to evaluate the customer experience across the organization as part of a comprehensive measurement system.
"Winning a Golden Bridge Award for WoMI validates our leadership in the evolution of customer experience analytics," said ForeSee CEO Larry Freed. "We're ahead of the curve when it comes to omnichannel customer experience measurement, and precisely capturing the voices of customers - both promoters and detractors - is critical for making accurate business decisions that impact financial performance."
Recently, ForeSee also saw the publication of CEO Larry Freed's book, Innovating Analytics: Word of Mouth Index - Use the Next Generation of Net Promoter to Increase Sales and Drive Results, which explains the science behind the creation of WoMI as an evolution of Net Promoter Score.
About the Golden Bridge Awards
Golden Bridge Business and Innovation Awards are an annual industry and peer recognition program honoring the best companies in every major industry from large to small and new start-ups in North America, Europe, the Middle-East, Africa, Asia-Pacific and Latin-America. Categories include Best New Products and Services, Best Innovations, Management and Teams, Women in Business and the Professions, Case Studies, Customer Satisfaction and PR and Marketing Campaigns. Learn more about The Golden Bridge Awards at www.goldenbridgeawards.com.
As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touchpoints and delivers critical insights on where to prioritize improvements for maximum impact. Because ForeSee's superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimizing the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.foresee.com for customer experience solutions and original research.
For more information contact:
Sarah Allen-Short, 734-327-3852
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