Wednesday, February 15, 2012

Customer experience measurement: thinking beyond service

Tom Wood of the Foolproof Group comments on our recent IJMR article:

"If you want to predict positive business outcomes like loyalty, word-of-mouth advocacy and satisfaction then customer experience measures may be more effective than monitoring the outcome of service events or using a net promoter score.

That’s the view of Stan Maklan and Phil Klaus in their article ‘Customer Experience: are we measuring the right things?’ in the International Journal of Market Research (IJMR) this month." 

Read more HERE

1 comment:

  1. Your blog is a rich guide to me as I have learned so much about customer experience using it. You do posses and share a great amount of information about this important factor. Thanks and Keep sharing.
    customer experience monitoring