eBook: Measuring and Optimizing the Customer Experience

Customer review satisfaction feedback survey concept, User give rating to service experience on online application, Customer can evaluate quality of service leading to reputation ranking of business.

How to Measure What the Customer Treasures — And Deliver it With Purpose

We think of customer experience as the intersection between utility and emotion that occurs whenever a customer or potential customer interacts with a brand, a product or a service.

It is critical, when analyzing and working to optimize customer experiences, that three primary tenets of sound CX design be woven deeply into the fabric of the analysis, even when using artificial intelligence or other technology to do some of the information gathering and processing.

Download this eBook today to learn:

  • Common CX definitions and Martec’s points of differentiation in this field
  • An in-depth exploration of various methodologies used to study and optimize CX
  • An overview of various measurement tools and metrics, including a methodology exclusive to The Martec Group
  • A real-world case study of a franchisor putting these practices into place to achieve tangible and meaningful ROI
  • “The 10 Cornerstones of Exceptional Customer Experiences”
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