THE CUSTOMER EXPERIENCE MEASUREMENT SCALE

Customer Lifetime Value Measurement

T measurement of customer lifetime value is important because it is used as a metric in evaluating decisions in the context of customer relationship management. For a firm, it is important to form some expectations as to the lifetime value of each customer at the time a customer starts doing business with the firm, and at each purchase by the customer. In this paper, we use a hierarchical Bayes...

Customer Value Measurement

New measurement scales for evaluating perceptions of the technology-mediated customer service experience

Service organizations are increasingly utilizing advanced information and communication technologies, such as the Internet, in hopes of improving the efficiency, cost-effectiveness, and/or quality of their customer-facing operations. More of the contact a customer has with the firm is likely to be with the back-office and, therefore, mediated by technology. While previous operations management ...

Towards Internet Scale Quality-of-Experience Measurement with Twitter

At present, Quality of Experience (QoE) measurements are accomplished by interrogating users for the perceived quality of a service they just have used. Influenced by many factors and often limited by domain or geographical region, this technique has several drawbacks when a general state of QoE for the internet as a whole is prospected. To achieve such a general metric, we leverage user compla...

107-2012: Customer Experience Modeling

Companies with large customer bases and high volumes of service interactions often have a number of customers who experience a service failure. The impact on these customers involved can be significant, and has the potential to be disproportional to the root cause of the incident. For complex and dynamic businesses, the continuous introduction of new products and services can create conditions ...