Zeta Nps Tools

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  • 1. www.zeta-tools.co.il 1

2. quot; . .quot;www.zeta-tools.co.il 2 3. o : o / o / o o () o / o . o . o: .www.zeta-tools.co.il 3 4. )WOM (Word of Mouth )(WOMWord of Mouth / %08 quot; %06 9 (%009 !!!) ,(Forrester Research/ . //. ((Nielsen Company )Nielsen Company www.zeta-tools.co.il 4 5. WOM 67%o . 65%o .o . o -006 . o -%07 / . 80%o . o // quot;quot; .o Word of Mouth Marketing Association -WOMMA www.zeta-tools.co.il5 6. - - ? ? WOM NPS . : -01 . :WOM , , -000,01 .www.zeta-tools.co.il 6 7. Philip Kotler/Gary Armstrong, New Principles of Marketing . Andy Sernovitz CEO, Word of Mouth Marketing Association www.zeta-tools.co.il 7 8. NPS . -3 : /. . / // . www.zeta-tools.co.il 8 9. NPS (.)The Ultimate Question , : , , , .WOM ?5 001 -=% 01-9% 0 6 % % NPSwww.zeta-tools.co.il 9 10. ?% % ( NPSquot;) (quot;) . . , /. In the almost 20 years that I have worked at GE, NPS is the most )powerful tool we have ever deployed. Dan Henson, CMO, General Electric (GE www.zeta-tools.co.il01 11. WOM . o ( , ) o /. . . o . o : , , quot;. www.zeta-tools.co.il 11 12. WOM . / / www.zeta-tools.co.il21 13. ( NPSquot;*) o ( WOM ) o : / o , . / o : . o o . quot; quot; . o ? ? 01/9 quot;quot; . o : , , , . ? / ? o , o* quot; www.zeta-tools.co.il 31 14. 3 NPS o quot; quot; o o o o NPS (///). o , . www.zeta-tools.co.il 41 15. / ( NPSquot;) , www.zeta-tools.co.il 51 16. o (, , ). o o : , . o : . . ( NPSquot;) . .WOM o : ? o : , , o , , , . , , .o !!! .o o o / . o /. o / .www.zeta-tools.co.il 61