Titlebook: Customer Experience Management Rebooted; Are you an Experienc Steven Walden Book 2017 The Editor(s) (if applicable) and The Author(s) 2017

挑剔为人

Fit of Responses to the Model IV—GuessingMindset, that’s the word for it. How what you do for a living dictates how you see the world. It’s not about how you are incentivised.

哺乳动物

暴行

惊惶

Right DataFor something to be a customer experience it must be experienced by the customer! In other words, experience is subjective. A key question for managers then is, ‘If we are managing subjective experiences how do we measure them?’

Chronic

Some Key Things That Make Subjective Data Different from ObjectiveSo what makes subjectivity so different? Let’s summarise.

使成核

The Subjective Data LineThe answer is yes, let me explain:

Substitution

Traditional Surveys Are Efficiency SurveysTraditional surveys play a crucial role as thermometer checks across key experiences. So keep them! They ensure quality thresholds are maintained.

Motilin

Interim

Right MindsetMindset, that’s the word for it. How what you do for a living dictates how you see the world. It’s not about how you are incentivised.

明智的人