What best predicts customer satisfaction, say with a shopping trip or an airline journey? (select only one)
What best predicts customer satisfaction, say with a shopping trip or an airline journey? (select only one)
- The weighted average (by touchpoint importance) of the experience at each touchpoint
- The overall evaluation across all touchpoints (i.e., holistic assessment)
- The average evaluation of the experience at each touchpoint
- The evaluation of the most positive experience (i.e., the peak)
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