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Trends with Traction: Meaningful "social" measurement with Net Promoter Score

If you're a CMO, you might feel like many of the business metrics you're chasing around in social media seem futile. The tactical click-throughs and engagements on marketing programs are...

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It's Time To Replace Net Promoter Score

I know it will create a variety of reactions, some visceral, that I advocate Net Promoter Score (NPS) be replaced as the primary measure of a brand’s health.  Although the underlying principles of NPS...

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Ready for Social Media Results? Turn Your Loyal Followers Into Your New Top...

Imagine this: You have customers knocking on your door, singing your praises, offering to do your marketing work for you by raising awareness about your brand and referring potential customers. Now...

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