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What’s The Right Measure?

This was the theme from many of the questions in a discussion around customer experience measures and metrics that I was involved in at the end of 2014.

It’s a good question to debate and discuss, and I’ll outline some of the points below, but it also goes to highlight a potential human weakness. That of the constant search for a ‘silver bullet’ solution to our problems and challenges and I’m certainly not exempt from that temptation either.

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If You Want The Truth – Ask The Question 3 Times

We are surprisingly simple – Which makes us really complicated

I was chatting to a colleague Jon Marrs who is in the US exploring opportunities last night, and the thought occurred – It always starts with a question, but do we really understand how complicated it is to ask the right questions?

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2+2 = 5 Bad Maths or The Way Forward?

Why Customer Experience Has The Power To Affect Change. I thought this was worth bringing back out as we do tend to live in a volume related world and there is a big temptation to keep churning ‘stuff’ out. But every so often it feels good to go back and kick the coals over and share.

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