Forrester Research : Research : How Four Firms Measure Customer Experience - 0 views
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Aaron Patton on 23 Aug 12Types needed: - descriptive (objective interaction facts) - subjective (perception) - outcome (customer action) What do the do with the measurements: - get them out daily - predict behavior - measure loyalty - guide employee actions Difficulties: - organizations trying to further subsegment stuggle to gather and organize data - causation difficult with multiple programs running simultaneously