Xperience Measurement Program

Chezy Ofir and Nadav Goldschmidt

Chapter 13 in Customer Xperience Leadership:A Blueprint to Maximize Performance, 2024, pp 201-225 from World Scientific Publishing Co. Pte. Ltd.

Abstract: Peter Drucker once said, “What gets measured, gets done.” It goes even further. What gets measured is important, can be managed effectively, and can be improved. An effective customer experience measurement program is a key factor in consistently delivering a great experience. It tracks, collects, and measures the customer experience three-hundred-and-sixty degrees from the first encounter till the customer churn. It checks expectations, feelings, and perceptions of the service provided. Once that information is assembled, actionable insights can be extracted to effectively revamp the organizational system, develop people’s skills, and upgrade the customer experience…

Keywords: Customer Experience; Service-Leadership; Service-Related Technology (IOT; AI; AR); Hyper-Personalization; Customer Profitability; Measuring Experiences; Customer Journey; Customer Analytics; Human-experience; Self-Service (search for similar items in EconPapers)
JEL-codes: M1 M31 (search for similar items in EconPapers)
Date: 2024
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