Why Customer Experience Measurement is Biased and How to Fix it

Why Customer Experience Measurement is Biased and How to Fix it

My car recently came due for servicing, which ultimately delivered a rather interesting experience. I took the vehicle to the service centre on the designated day, but several things went wrong, and I didn’t get it back as planned. Needless to say, I was anything but happy. Why am I telling you this? Well, things […]