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Experience 360®
Experience 360® is a customer experience attributes and attitudes survey that captures and analyzes the definition and perceptions of customer experiences from the perspective of customers and employees. The survey includes a section that describes the functional dimensions of the customer experience such as web site usefulness and sales experience as well as experience attitudes such as the use of common sense and discretion while delivering service.

Designed to empower executives who guide their customer strategy implementation, Experience 360® provides comprehensive customer experience analysis that will assist your company with the following:
  1. Identify how your customers rank your organization's touch points
  2. Pinpoint which touch points need to deliver superior experiences and which only need to deliver mediocre experiences
  3. Isolate the moment of truth
  4. Assess your employees' view of the customer experience
  5. Determine the impact of your employees' views on the customer experience
  6. Bridge employee and customer perceptions to deliver amazing experiences
  7. Provide execution guidance to employees
  8. Identify variances of experience expectations among your different customers
  9. Support the creation of an action plan that will improve the customer experience

The Experience 360® identifies the execution gaps between employee perceptions of what is important to customers and what customers say is really important to them. These gaps are at the heart of the misalignment between the company goals to best service the customer and its employees' actual performance. The Experience 360® goes far beyond traditional customer satisfaction surveys to identify the root cause and drive performance changes.

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Dialogue Services

Experience 360®
Drivers for Performance Excellence™
Customized Surveys
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