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Creating a Customer Experience Measurement System To Keep Your Business Fit for

Organisations are very good at measuring the things they do - revenue; profit; costs etc.. Yet in 2015, there are still many who are not great at balancing what they want to know about themselves with measuring what their customers AND employees think about the things they do! This webinar will look at the most effective way of creating a robust, effective customer experience measurement system that will ensure that you have the RIGHT customer focused measures to understand exactly what your business needs to do to continuously and demonstrably improve the customer experience.

You will learn about the following:

1. How measurement fits in to a Customer Experience Management Framework

2. The 4 CX measurement principles

3. The three 'voices' of customer experience measurement

4. Voice of the Customer - methods and things to be aware of

5. Voice of the Employee

6. Voice of the Process

7. The importance of measuring the 'end to end' customer journey

8. Turning measurement into ACTION!
Recorded Sep 14 2015 48 mins
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Presented by
Ian Golding, Freelance Customer Experience Consultant
Presentation preview: Creating a Customer Experience Measurement System To Keep Your Business Fit for

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  • Live at: Sep 14 2015 1:00 pm
  • Presented by: Ian Golding, Freelance Customer Experience Consultant
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