Customer Experience Research & Customer Outcomes
May 13, 2010•4 min
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Episode description
A better way to conduct customer satisfaction surveys. If the customers’ jobs-to-be-done” concept is becoming embraced as essential for successful innovation, why is it largely ignored for monitoring of customer experience and satisfaction? Customers’ jobs-to-be-done (desired outcomes) are the customer’s viewpoint of functional and emotional needs to be fulfilled. From the blog Customer Experience Optimization: at http://clearaction.biz/blog (3:38).
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