ACSI Archives

The Impact of Digital Demystifying Analytics for Editors and Publishers: Headlines and Words By Kevin Novak June 2, 2015 9 min read Part 3 in a 3 Part Series In the last post of this 3-blog post series on Demystifying Analytics, I am going to cover how you can use analytics to measure the past performance and predict the future performance and related behaviors of your headlines. This form of insight goes beyond simple A/B testing of headlines and word…

Kevin Novak

June 2, 2015

View Post

The Impact of Digital

Active Listening

The Impact of Digital Active Listening By Kevin Novak August 25, 2014 9 min read This post is going to cover a few different topics today all tied together by a common thread. Net Promoter, Active Listening, Customer and Member Experience and Multi-Channel Environments. These are the cornerstones of building a company or organization that is truly customer/member centric. I know these terms get thrown around a lot, with many claiming they are all these things. Let me just say…

Kevin Novak

August 25, 2014

View Post

The Impact of Digital

Net Promoter and ACSI

The Impact of Digital Net Promoter and ACSI By Kevin Novak August 1, 2014 4 min read Today, I want to introduce you to two programs, one that I believe is essential to any business trying to understand the loyalty and satisfaction of their customers or members, and one that is a great barometer for the state of customer satisfaction in the US across industries. Net Promoter NPS stands for Net Promoter Score, a metric that serves as the standard…

Kevin Novak

August 1, 2014