I’m a firm believer in “what gets measured, gets better” and so I often suggest to clients that they not only track the quantitative side of their relationship with customers (value, recency), but the qualitative side as well (satisfaction, attitudes, advocacy and ideas).  This could include gathering comments from the multitude of customer touchpoints including call centres, your Facebook page, online community site (or any form of social functionality within your brand

An explosive mix of social media, online communities, text analytics & visualisation technologies together with Net Promoter Score (NPS) programs is presenting marketers with the opportunity to deliver on the type of Customer Relationship Management vision promised 10-15 years ago. In my humble opinion of course... but as practitioners, we are now seeing some of the more innovative companies closing in on this position.