There's an intersting new report out from Setmetrix which aims to put a value on the benefit of ROI. They use the Net Promoter Score and evaluate spend by detractors and promoters. The results are quite interesting - they claim to estimate the % increase in customer spend you could get from turning a Detractor into a Pomoter.

You can read more about it on our blog. It would be great to hear of any other recent work that aims to put an economic value on word of mouth or advocacy.

http://blog.freshnetworks.com/?p=47