Index

A

ABC (American Broadcasting System):

best customer experience practices, 144148

ESPN, merger of sports division, 146

iPad App, 146148

television programs, 145146

Accelerated Darwinism, 1013, 53

ACSI. See American Customer Satisfaction Index (ACSI)

Affeciva Inc., 163, 164

Al Fayed family, 143

Amazon, 57, 60

Amazon Prime, 57, 60, 127

best customer experience practices, 123128

big data and, 169

customer complaints, 127128

ForeSee analysis of, 124127

Fulfillment by Amazon, 127

Kindle, 124

Kindle Fire, 123

American Broadcasting System. See ABC (American Broadcasting System)

American Customer Satisfaction Index (ACSI), 2, 224, 258

American Express, 19

Analytics, future of, 157170

Apple, 19, 3536, 60, 169

satisfaction, information collection on, 174, 177

Arledge, Roone, 145

Arthur and Fraser. See House of Fraser

Arthur & Co. See House of Fraser

Arthur, James, 142

Ascension Health, 19

Astral Sports and Leisure, 143

AT&T, 55, 63

Au Bon Pain, 133

Axe, 63

Axelrod, David, 9

B

Ballantine, John, 134135

Banks, top seven American, 192, 193

Bauer, Eddie, 136139

Bauger Group, 141, 143

Beane, Billy, 78, 158

Behavioral data, Customer Experience Measurement Ecosystem, 98100

Behavioral metrics:

bounce rate, 111112

Customer Experience Measurement Ecosystem, 92, 111115

customer feedback metrics, 114115

exit rate, 111112

false negatives, 113114

false positives, 113114

mother's love syndrome, 113

multichannel customer, measurement of, 92

page exit ratio, 111112

shopping cart abandonment, ...

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