Enhancing customer experience with a dynamic quality measurement model
An organization needs to evolve with the ever growing customer needs. With customer experience being a critical facet of the quality of service delivery, organizations need to understand the limitations of the traditional methods and the necessity of having a new way of measuring quality. This paper talks about the customer experience quality model (CEQM), a new dynamic model which reflects the customer sentiments to the nearest true sense. Read on to know more on the right approach that needs to be taken in adapting CEQM, a few challenges, and the potential results that could be achieved with this model.
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