Sorry my post is so late. I used Atlantic Broadband’s server problems this evening as an excuse for a nap. My one-year-old, black lab mix, rescue dog just exhausts me.
Yesterday, I started ruminating about how one helps investors understand a business’ principal investments in the new economy: a business’ intangible assets. Monday, The Wall Street Journal (on page B3 of the print edition) had an interesting article about this. (Can’t provide a free link, sorry. The article is only available online with a pay service, and I do not want to cause Michael problems by violating a WSJ copyright.)
The article discusses how to measure customer satisfaction. A satisfied customer is likely to become a repeat customer or recommend the company. Satisfied customers make a business more valuable, as they mean future business.
Big companies, like GE and Enterprise Rent-A-Car are learning a lot about how their businesses are doing by polling customers and asking them to score the companies on a 1 to 10 scale on a few simple questions, such as how likely that the customer would recommend the business to a friend. These customer polls generate numbers, although not in dollars. Numbers beyond the domain of accountants.
More apres click.