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Customer experience management / Management / Product management / Customer satisfaction / Customer experience / Mystery shopping / Net Promoter / Voice of the customer / Loyalty business model / Marketing / Business / Consumer behaviour


Two Essential Lenses on the Customer Experience: VOC Surveys & Mystery Shops
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Document Date: 2009-09-04 11:16:26

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City

Minnetonka / New York / /

Company

Bain & Company / Satmetrix Systems Inc. / BestMark / Best Buy Co. Inc. / /

Country

United States / Canada / /

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IndustryTerm

retail teams / consumer electronics / web-based surveys / measurement tool / products/services / /

Organization

National Park Service / /

Person

Celine Nelson / Fred Reichheld / /

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Position

Author / senior manager in the Research & Analytics Department / LEADER / /

ProvinceOrState

Minnesota / /

URL

http /

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