Business - Written Friday, November 13, 2009 by Naumi Haque - 1 Comment

Measuring customer experience: The power of story

A while back I did some research on the Ontario Science Center (OSC) and the lessons enterprises could learn from such a leader in customer experience design. Of particular interest was measuring the ROI related to customer experience initiatives – I know a lot of our member companies use social media to improve customer experience, but how exactly do you measure it? When I interviewed Kevin von Appen, director of Daily Experience Operations at the OSC, he used a turn of phrase that really got me thinking: “the systematic gathering and analysis of anecdote.”

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