10/11/2021
This is the topic of my master thesis:
In my work I would like to lay the foundation for a “Relationship Experience Score”, which allows the company to be assessed in the eyes of the customer. The model includes dynamic upscoring as well as downscoring of the experience “points”. The aim should be to recognize patterns that can explain how the “Experience Score” can be kept high over a longer period of time.
You can be frictionless or memorable — but rarely both.