Printable Handouts

PDF

Navigable Slide Index

1. Introduction (1)
2. Introduction (2)
3. Importance of driving a great customer experience
4. Customer experiences influence their behaviour
5. Rattle and hum
6. What is a customer experience?
7. Customer experience tracking
8. Customer relationship/experience assessments
9. How do we measure customer experience?
10. Good practice in customer experience tracking
11. Determine how often to measure
12. Determine what to measure
13. Determine who you measure
14. Sample size
15. More key considerations
16. The questionnaire
17. Understanding customer priorities
18. Key driver analysis
19. Using statistical modelling for customer priorities
20. Statistical modelling for standard setting
21. Dissemination of results
22. Using statistical modelling to build action plans
23. Important to engage with key stakeholders
24. Pre-generated reports speed up delivery of results
25. New developments
26. Engaging people with CE tracking programmes
27. Deployment of results and action planning
28. Integrated insights enables decision making
29. Getting action to happen - some myths
30. Managing complex change
31. Lessons learned from one client
32. Thank you

Topics Covered

• The importance of measuring customer experiences
• How to measure customer experience
• Different approaches to measuring customer experience
• Dissemination of results
• Deployment of findings

Links

Series:

• Improving the Customer Experience

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on March 1, 2008