Dec
10th
Wed
10th
Sean is exactly right — the measurement process starts with goals. If you take Sean’s framework of “satisfaction/loyalty/affinity,” you might think about measurement this way:
Satisfaction
To what extent are our influencers driving satisfaction?
Sean noted one measure of this — how many people do we have in our forums helping other users, how many questions are they answering, what percentage of all questions are answered by influencers rather than by company employees? Influencers…
