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Playing the egg game

Date of publication: September 17, 2006

Catalogue: Congress 2006: Foresight

Company:

Authors: Gary Schwartz, John Jennick

Abstract:

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.

Gary Schwartz

Author

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John Jennick

Author

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Citation

Schwartz and Jennick (2006a, September 17). Playing the egg game. ANA - ESOMAR. Retrieved March 20, 2026, from


https://ana.esomar.org/documents/the-game-experiments