When we finally decide that we want no measure our performance and the experience that the company is delivering to its customers or employees, how can we make sure that we can truly utilize the results?
What makes some businesses successful and others fail? One can argue that it is all about the core of business - laws of supply and demand, your competitiveness, quality etc. But I, as many others, would say, that beside the kick ass business idea, the people can make or break the deal. Even if the business idea is not that...
Previously I wrote that customers', and in our case participants', emotions are in the center of my attention. Emotions are interesting yes, important, yes - but what next? 50% of customer experience consists of emotions, but how can we concretely do the measurement of the emotions itself and what is the impact of emotions to the business?