Going the extra distance

Date of publication: February 11, 2001

Abstract:

The authors provide a case study that gives an inside view of the evolution, set up and implementation of an on line continuous customer experience monitor. This paper examines the process, the challenges and key learnings resulting from this experience. It addresses how to maximise value from it, and how it sits alongside more traditional market research techniques.

Galina Mitchelhill

Author

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Claire Love

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