“Customer Experience” is all about how your prospective and current customers perceive your company, based on the effort they had to expend accomplishing the above tasks. If the word “brand” pops into your head, you may go to the head of the class.
is an internationally-known speaker and a consultant to Fortune 500 companies. He focuses his 20 years in sales and marketing on measuring the value of a website as a medium for creating and strengthening customer relationships. Sterne has written five books about using the internet for marketing and customer service. His most recent is “Web Metrics: Proven Methods for Measuring Web Site Success.”