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Dave Norton - Ensure Your Customer's Time is Well Spent

SIMPLE brand With Matt Lyles

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Measuring Customer Experience: Introducing the 'Time Well Spent' Metric

In this chapter, they discuss the importance of focusing on the customer experience and ensuring that it is time well spent. They introduce the concept of the 'time well spent' metric as a better way to measure the value of an experience compared to NPS. They also discuss the three questions that can be asked to evaluate customer experiences.

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