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Channel: Forrester Research Communities: Message List - The Customer Experience Index, 2013
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Re: The Customer Experience Index, 2013

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Thank you, Megan. The clarification is very helpful.

 

I noticed the results were captured in Q4 2011 and Q4 2012. Is your timing for benchmarking purposes or is there a more specific reason for capturing the CXi in Q4?  The reason I ask is because Q4 for retail is typically different from any other time of year (more engaged customers, more emotional customers, etc.)

 

Do you see any issues with capturing the CXi at a different time of year as long as it is done consistently year over year, or would you recommend sticking with Q4, especially for retail because it is typically the time of year when more customers are engaged and are possibly having the most interactions in a short period of time?

 

Marlanges


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