Emotions under the microscope
Indiko Customer Experience provides a way for measuring the quality of the customer experience, an intangible and subjective notion associated with the emotions felt by customers before, during and after their purchase. The study’s value lies in its analysis of several facets of the customer experience, including the emotional, participative, intellectual, social and cognitive aspects. All the methods that are currently used to interact with customers are taken into account when measuring the quality of the customer experience, from physical touchpoints through to digital tools.
The map produced helps determine the importance played by the different components in the quality of the customer experience.
A research-inspired model
Indiko Customer Experience is the culmination of the work pioneered by the Organizational Performance Circle created by the Fondation Paris-Dauphine in March 2012, with the support of the AFNOR Group.