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P3CS5-3
Table of Contents
Click on the icon to the left to open an activity sheet containing tasks for you to read and complete. If you have any questions you should contact your tutor who will be able to offer guidance.
Table of Contents
Tutorial Video
Reading Materials
‘The ultimate guide to measuring customer satisfaction’, webpage from the Help Scout blog.
Quantitative data analysis techniques for data-driven marketing', webpage from the iAquire website.
The ten principles behind great customer experiences’, by Matt Watkinson, published by Pearson Education.
Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning
Click on this link to read: ‘Customer Experience Optimization: Why is customer satisfaction and customer loyalty research important?’ on the Decision Analyst website.
Find and read chapter 31 ‘Customer magic moments’, chapter 39 ‘Designing fantastic service’ and chapter 45 ‘Secret shopper’ in ‘Five star service: how to deliver exceptional customer service’ by Michael Heppell, published by Prentice Hall.N.B. You should be able to borrow this book from your local library.
Find and read chapter one ‘CX: the origins and importance for your business’ in ‘Measuring customer experience’ by Philipp Klaus, published by Palgrave Macmillan. Read N.B. You should be able to borrow this book from your local library.
Think And Challenge
