Larry Freed is one of the most innovative thought leaders on customer experience analytics and a senior executive with a proven track record for building successful companies. He is currently the founder of 2nd Stage Partners where he is helping startups and second-stage companies accelerate rapid and capital-efficient revenue growth through a unique and proprietary framework that blends consulting and execution for maximum productivity and effectiveness.
He was the founder and CEO of ForeSee, the industry leader in Customer Experience Analytics. Larry led the company from inception to a successful exit. The company was founded in 2001 and sold at the end of 2013 returning over 22 times the capital that was invested in the business. Larry built the company from the ground up leading the company to be the established thought leader in Customer Experience Analytics and assembled a world-class executive leadership team. During Larry’s leadership ForeSee grew revenue every quarter since the company was founded. Larry has consulted with a variety of Fortune 500 Companies, small businesses and associations including Allstate, Microsoft, Sony, Citi Cards, Ford, Sears, Bass Pro Shops, Eddie Bauer, AARP, AutoTrader.com, Forbes, The Weather Channel and many more.
Larry is a top rated speaker and innovator on the way we look at the customer experience across all touch points and at the brand level. Dedicating an enormous amount of research to improving customer satisfaction analytics, Larry and ForeSee developed the Word of Mouth Index (WoMI) which he discusses in greater detail in his new book, Innovating Analytics, released in September 2013. For the past 10 years, corporations have been relying on a metric called the Net Promoter Score (NPS) to get inside the heads of their customers. While NPS measures only “likely to recommend,” WoMI measures both the likelihood to recommend and “likelihood to discourage (detractors),” giving executives a more precise and accurate measurement to better understand the customer experience and to make better business decisions as a result. In testing WoMI, ForeSee surveyed more than 2 million customers of more than 275 companies and found that NPS overstates the number of detractors a company has by an average of 270%!
Larry believes, “You can’t improve it unless you measure it correctly.” He has been quoted in numerous publications and media including CNN, the Wall Street Journal, Fortune, the Washington Post, Investor’s Business Daily, Internet Retailer, Multichannel Merchant, DM News, Computerworld, Federal Computer Week and Government Executive including many others. He released his first book in 2011, Managing Forward: How to Move from Measuring the Past to Managing the Future.
He is currently on the University of Michigan Technology Transfer National Advisory Board and previously held board and leadership positions with Ann Arbor IT Zone, ASC X12 (a national EDI standards group) and various other industry groups.