Word-of-mouth recommendations offer a critical way to measure and improve a company’s performance—and ultimately to boost growth.
Sourced through Scoop.it from: www.bcgperspectives.com
Interesting research by BCG on brand advocacy. Their research has "..found that four aspects of the customer experience have an impact on brand advocacy: value for money, customer service, product satisfaction, and emotional connection.". The Index is worth looking at. There are some surprises there especially in the retail area. There are similarities to the NPS in their approach. The difference being that they are asking the question on recommendation from a past rather than future perspective. Stimulating article on brand research and worth a read.
