Getting to the Root Cause of a Poor Customer Experience

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  1. Recently, I was chatting with longtime colleague and friend, Keith Essency. I first met Keith when I worked in the Motorola Semiconductor business in marketing and he was on the engineering side. We were talking about process and root cause analysis for something he is tackling (a nod to all my fellow Motorolans from the process mapping era).
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Mopinion is a proud sponsor of Customer Experience News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of Customer Experience Tools in order to collect experience for the customer. Mopinion takes it one step further and offers a solution to analyse and visualise Customer Experience results from your websites and apps wherever you need them. The real challenge for companies is not about capturing Experience, it is about how to make sense of the data.