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Customer Experience Analytics

Customer Experience Analytics

This article makes a case for customer experience analytics.  Here are insights from the article:  

Often times decisions are made based on what we think the customer is feeling or based on a past personal customer experience that affected us either positively or negatively.  Regardless of the reason, a purchase decision has been made based on emotion rather than fact.

Customer experience analysis will be used to test whether the CEO’s 120-second mark is the correct time when customers are frustrated with the speed of answer.  In all likelihood, the answer is not 120-seconds because that is an answer made with emotion.

Get your free copy of Customer Experience Big Data Dysfunction that contains a 25 question self-assessment

Click here to view original web page at metrics.net