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Customer Experience

by Jeff Sauro, PhD | August 3, 2015

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UX ( 73 )
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32 Ways to Measure the Customer Experience

By Jeff Sauro, PhD . August 3, 2015 . Tags:
There's a lot to measure in the customer experience.  There's also many ways to collect the measurements. While the "right" methods and metrics you select depend on the industry and study goals, this list covers most of the online and offline customer experience. It includes a cross section of the four types of analytics data to collect, with an emphasis on collecting customer attitudes via

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Measuring Attitude Lift

By Jeff Sauro, PhD . February 10, 2015 . Tags:
Shift happens. Customer attitudes shift based on product, website, or any number of experiences. That shift can be for the better or worse: A great experience using a product to solve a problem An infuriating call to customer support An emotionally evocative advertisement A frustrating time locating information on a website One way to understand how particular experiences impact attitudes is to measure lift. Lift

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5-Steps for Getting Started Measuring the Customer Experience

By Jeff Sauro, PhD . November 17, 2014 . Tags:
Most companies have more bug lists and requests for product features than they can realistically address. In an earlier post, I present ways to help you prioritize those features; now let's figure out where to start. This post describes an approach that works in many situations, beginning with a survey of your customers or prospects, or a representative set thereof, with the following objectives: Measure

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8 Ways to Identify Unmet Customer Needs

By Jeff Sauro, PhD . September 23, 2014 . Tags:
Innovation can't be legislated. It can't be bought. Where does it come from? Innovation comes from identifying customers' needs and meeting them. Easy to understand. Hard to do. Companies like Uber, Airbnb, and Intuit understand this--and they're doing it. Uber's success, for example, has come not from building new, better taxis but from seeing--and then solving--people's transportation problems. Want to know where to put your

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10 Methods To Improve the Customer Experience

By Jeff Sauro, PhD . July 30, 2014 . Tags:
There are some good metrics to collect and a lot to keep track of when measuring, managing and improving the customer experience. Here are 10 methods we use to improve the customer's experience on websites, mobile apps, software and hardware. True Intent/ Voice of Customer Study : You can be a successful company for quite a while without really knowing who your customers are. At

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Getting Revenue From Unhappy Customers

By Jeff Sauro, PhD . July 9, 2014 . Tags: ,
How does it feel to pay the check at the restaurant where you had terrible service and bad food? Or how do you feel when you pay your cable bill each month? And how about paying $150 to change your airline ticket reservation? In all cases, the companies get your money. It's revenue in their books. But if you're like me, you aren't happy about

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10 Customer Metrics You Should Collect

By Jeff Sauro, PhD . July 1, 2014 . Tags: ,
There are a number of ways to quantify the value of your customers throughout the customer journey. While the "best" metrics depend on your goals and specific context, here is a list of 10 that most organizations should collect. They include a mix of the four types of customer analytics to collect: descriptive, behavioral, interaction and attitudinal. Customer Revenue: Understanding where, when and how much

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Why and How To Segment Your Customers

By Jeff Sauro, PhD . June 24, 2014 . Tags: , ,
Know your customer. It's a marketing maxim. But it's not just something that the marketing team should worry about. It's something that affects the entire company, from sales to product development to support. A customer or market segment is the name for the grouping of customers that share certain characteristics. Understanding your customers--their similarities, their differences--is one of the most fundamental and important steps in

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