Tabla de Contenidos: “…Metric System: Key Customer MetricsAnalyze This: Using Correlation Analysis; Sheer Perfection: Using Customer Experience to Mold the "Perfect Customer"; That'll Cost You: The High Price of Poor Customer Experience; Chapter 3: Identifying Customer Experience Killers; Three Universal Actions That Kill Customer Experience; The know-nothing ninja; The shuffling assassin; The ownership killer; Battling an Inside-Out Perspective; "They're All Crooks!" …”