Ecco perchè la misura della Satisfaction dipende dalla Satisfaction

In the business world, the strength of a metric lies in — not only how accurate it is — but also the extent to which it helps drives change and action. The world of customer experience is no exception, where the metrics discussion has become a tried and true pastime.

But there is no perfect metric. So instead of endlessly searching for one, we should start by considering the circumstances affecting our business, and the goals we want to achieve. Once we’re armed with that perspective, we can make an informed choice about which metrics to use, and make sure the metrics themselves are not getting in our way.

This was highlighted by a recent discovery made by our research team when we were asked the question:

From a statistical standpoint, which will do a better job of revealing insights: a mean score, NPS or Top2Box?

Continue reading “Ecco perchè la misura della Satisfaction dipende dalla Satisfaction”

32 Modi per misurare la Customer Experience


  • AICEX: una interessante panoramica che può dare diversi spunti. Aggiungiamo due KPI:
  • 33th:
  • 34th:

There’s a lot to measure in the customer experience.  There’s also many ways to collect the measurements.
While the “right” methods and metrics you select depend on the industry and study goals, this list covers most of the online and offline customer experience.
It includes a cross section of the four types of analytics data to collect, with an emphasis on collecting customer attitudes via surveys.

Attitudes & Affect

Customer Satisfaction: Survey your customers at key touchpoints using a simple Likert scale. Ask overall customer satisfaction (usually about the brand) and lower level satisfaction (usually specific to the touchpoint) such as the purchase or service experience. Include key attributes; for example, quality, speed, cost, and functionality.

Brand attitude: Measure affinity, association, and recall in a branding survey.

Loyalty: Use a repurchase matrix to measure the likelihood to repurchase and Net Promoter Score for likelihood to recommend.

Brand lift: Measure attitudes before and after participants are exposed to a stimulus.

Customer Attributes

Customer lifetime value: Not all customers are created equal (in terms of profitability at least!). Measure the revenue, frequency, and duration of purchases by customer and subtract the acquisition and maintenance cost by customer.

Who your customers are: Conduct a True Intent or Voice of Customer Survey (VoC) study by recruiting directly off your websites or emailing current customers and use a segmentation analysis.

Customer expectations: Ask expectations qualitatively in a usability study or quantitatively in a survey. Consider having an independent group rate expectations and another group rate the experience. Customers want to be consistent and will be affected by the memory of their expectation ratings; with two independent groups, you know you’re getting more accurate results.

The things customers do the most: Run a top tasks analysis by having a qualified sample pick their top five features in any website or application. This works really well and is easy to conduct.

What delights customers: Consider the Kano Method by asking customers how they’d feel if a feature was included and how they’d feel if it wasn’t included.

Continue reading “32 Modi per misurare la Customer Experience”

Disney Institute: I 10 migliori post del 2015

AICEX: We are proud to “publish” this post on our blog : ) 

December 15, 2015 by Bruce Jones, Programming Director, Disney Institute

It’s nearly 2016! Though they always seem to come so quickly, I’m always excited to welcome a New Year. But, before we close out 2015, let’s look back and review our most popular Talking Point blog posts of the past 12 months.

From the critical role that training plays in sustaining employee engagement, to improving leadership skills, to delivering exceptional customer experience, we explored many compelling topics and organizational opportunities this year.

So, here they are…we’re counting down the “Top 10” Most Popular Talking Point posts of 2015*:

10.) Customer Service Vs. Customer Experience: What’s The Difference And Why It Matters

9.) Disney Customer Service 101: Why Courtesy Is Not Always Our First Priority

8.) Spring Into Action: Catch Employees Doing ‘It ‘ Right

7.) A New Year’s Resolution: Three Ways to Get Your Customer Experience In Shape

6.) Leadership Tips: Three Rules of Intentional Listening

5.) A Leadership Legacy: Memories of Walt Disney

4.) Exceeding Guest Expectations: It’s All In The Details

3.) Customer Service Disney Style: What If You Can’t Give a Customer What They Want?

2.) Mission Vs. Purpose: What’s the Difference

1.) How Would You Respond If Asked: What Time Is the 3 o’Clock Parade?

*Rankings are based on the number of total unique visitors to each post.

Tell us – What topics or areas would you like us to cover on Talking Point in 2016?

We would love to hear from you!
Post your response below, or respond to us on Facebook or Twitter using hashtag #DThinkBlog.


Original Title: Counting Down To The New Year: Our ‘Top 10’ Posts Of 2015