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Building Your Customer Experience Dashboard

by Neil Mason. ClickZ, September 13, 2011. "... Tracking the customer experience, though, is a multi-faceted challenge. Experience is broadly an attitudinal outcome that results in a set of behaviors. The digital marketing industry has historically focused on tracking the customer experience through behavioral observation using tools like web analytic systems. This has had limited success, as it's possible to see what is going on (like a shopping cart abandonment), but it's not that easy to see why it's happening (poor usability, price issues, etc.). If measuring and understanding the customer experience is a multi-faceted challenge, then a multi-faceted approach to the problem is required..."

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Added: 21 September 2011 Page views: 547 Rating: 0 Votes: 0
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Last updated: 21 September 2011