Value Moments Customer Experience Measurement
This next step involves identifying the actual customer experience or calculating the Value Moments Customer Experience (VMCE) score, facilitating comparison with the actual Value Moments Expectation Score. Each customer experience is made up of several touch points and customer encounters, each of which should be measured independently to determine their contribution to the overall experience.
View Stage 7: Calculate Overall Value Moments Performance Indicator
Implement Value Moments
Value Moments Implementation Process:
- → Value Moments Concept
- → Implementation Process
- → Customer Experience Process Maps
- → Value Moments Identification
- → Weight the Value Moments
- → Calculate VM Expectation Score
- → Compile VM Questionnaire
- → VM Customer Experience Measurement
- → VMPI Calculations
- → Develop Action & Improvement Plan
- → Value Moments Reporting