Proposal | reboot10
Customer Engagement Measurement
Discussing different views on the quality of interactions
the industry has no standard measure on the quality of interactions so far. in fact there are few approaches so far:
Net Promoter Score by Fred Reicheld
sum of different actions by Eric T. Petersen
4I by Brian Haven (Forrester)
Engagement Ladder by Li/Bernoff (Forrester)
i'd like share and discuss thoughts on these.
are measures necessary at all? i think: yes. especially for companies who are used to measure about everything - as kind of a start into a new way of communication and cultural change.