IN EPISODE 140:

Ever get one of those customer satisfaction surveys asking you to rate your experience? Or whether you're likely to recommend a product to others? Even if you bother to respond, those type of measures don't provide meaningful answers -- or insights. In Episode 140, Dave Norton makes the case for measuring customer experience with modes, not "moments." By focusing on "time well spent," companies can peek inside the emotional decision-making process that guides consumer behavior. Dave provides three specific questions to measure "time well spent," 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'll think twice about how you try to reach and retain customers.

ABOUT DAVE NORTON:

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 Digital Context 2.0: Seven Lessons in Business Strategy, Consumer Behavior, and the Internet of Things.