(Ep. 140) Dave Norton: A better way to evaluate customer experience

<p><strong>IN EPISODE 140:</strong></p> <p>Ever get one of those customer satisfaction surveys asking you to rate your experience? Or whether you&#39;re likely to recommend a product to others? Even if you bother to respond, those type of measures don&#39;t provide meaningful answers -- or insights. In Episode 140, Dave Norton makes the case for measuring customer experience with modes, not &quot;moments.&quot; By focusing on &quot;time well spent,&quot; companies can peek inside the emotional decision-making process that guides consumer behavior. Dave provides three specific questions to measure &quot;time well spent,&quot; how this framework can produce similar gains in employee experience, and why every company needs a strong point of view. After listening to Dave, you&#39;ll think twice about how you try to reach and retain customers.</p> <p><strong>ABOUT DAVE NORTON:</strong></p> <p>Dave Norton is the founder and principal of Stone Mantel, an insights consultancy focused on helping companies create meaningful experiences for their customers. Some of those clients include Coca-Cola, Marriott, Disney, Nike and Walmart, among other notable brands. Dave is also the founder of The Collaboratives, a subscription-based research program that publishes annual reports on customer experience and consumer behavior, and is the author of <em>Digital Context 2.0: Seven Lessons in Business Strategy, Consumer Behavior, and the Internet of Things</em>.</p> <p> </p>