Measuring CX with Data Science (Brian J. Curran)

I believe in data & content for CX
As you may have read several times in other post from me, customer have an interest, need and / or pain.
The TV is old = interest on a new TV
the TV can get all channels = need on a new TV
the TV screen is black = pain for a new TV

Brian is showing his Value Equation – which is amazing – in this post. The chart started with the customer need.
If I now think about this chart, I think about the speed of the process.
The speed is slower if it’s a customer interest
The speed is growing if it’s a customer need
The speed is fast if it’s a customer pain



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