Greg and Stephen discuss chapter 4 of the book “Customer Satisfaction”, which explains why you need to use the “lens of the customer” to understand the customer experience properly.

They also run through some of the techniques you can use to measure what matters most to customers, looking at pros and cons.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep9+-+Ch4+AskingTheRightQuestions.mp3