Going the extra distance

Claire Love and Galina Mitchelhill

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.

Going the extra distance

A case study on the set up and implementation of an online continuous customer experience monitor

Galina MitchelhillNFO CM Research Group Ltd and Claire LoveXtra

INTRODUCTION

'Do, or do not. There is no 'try'.' Yoda (The Empire Strikes Back)

Actionable monitoring is always a challenging task at the best of times, and now with the capability to go on line there is still a further dimension to the process. Conducting online research, has become the 'darling of the methodologies' in the market research world. It is top of mind, and the hot...

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