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June 06, 2007


Catherine Lawson

I love the way that Disney always manages to turn guest's problems around. We try to encourage our staff to do so too.


I have heard many times how certain companies simply go to customers houses and charge them for a service, but never fully solve the customers problems. Thats why I always ask the customer, once I think I have finished, if I have resolved all their concerns or is there something else I can help them with.

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Customer Experience Architecture

  • CEA is the process of crafting a powerful and positive PEF. Today’s customer expects to be engaged in the buying experience through emotional, intellectual and sensory based touch-points. Creating a compelling and dynamic customer experience is the factor that transforms customers into business advocates.

Customer Experience Index

  • Ten Key TouchPoints Most Important to Customers
    The CEI is for anyone who is interested in measuring the strength of their performance through the eyes of their customers. This scorecard provides a numeric grade for each of 10 key "TouchPoints" considered to be most important to consumers, based on surveys by Fred Crawford of Alix Partners.

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