Many startups and mature businesses have not yet adapted to the fact that customer satisfaction in this “always connected” age is more than product and service quality. It’s more about which customers broadcast their pleasure or unhappiness to others. With incredible ease, they can influence thousands or millions of potential new customers, or say nothing.
Most existing metrics and analytics for measuring customer satisfaction and loyalty, including the popular Net Promoter Score (NPS), don’t distinguish between recommend messages to others (word-of-mouth), detract messages, or no message.
