Playing the Egg game
Increased value in the customer experience

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Author(s): John Jennick, Gary Schwartz
Collection: Congress 2006 - Foresight - The Predictive Power of Research
Keywords: Web Panel, Customer Satisfaction Studies

ESOMAR Excellence Award Nominee - Best Paper 2006/2007
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EUR 15.00
Members: EUR 12.00

This paper describes how Egg measures the customer experience across key moments of truth in the customer lifecycle.

The authors demonstrate the correlation of agreement with value statements to customer satisfaction within key business functions and Egg contact centres, and how this translates to increased value to Egg's business.




Date of publication: 17.09.2006
ISBN: 92-831-0197-9
Order Code: CON06_13
Number of pages: 14

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