Episode 9: An Introduction to Measuring Customer Experience

This Is CX
24/03/2017 21 min Episodio 11
Episode 9: An Introduction to Measuring Customer Experience

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Episode Synopsis

In our ninth episode, we discuss how organizations can begin measuring CX, or the customers’ "perception" of experiences with an organization, including the different types and levels of metrics. We also talk about the "unintended consequences" that result when redesigning experiences through the newer Starbucks mobile ordering experience. We finish by talking about CX Scorecards as our tool of the week.

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