Papers
Reference #:
Date: April 19, 2023
Revised & Expanded – Quantifying Customer Experience | DART Whitepaper
Abstract:
In March 2021, The DART Group published “Quantifying Customer Experience,” which explored how the group utilizes the Process, Layout, Metrics, Model to quantify customer experience in brick-and-mortar stores. In the second edition of the paper, DART has added an additional case study, updates on their virtual reality work, and up-to-date information on the team’s projects and goals.” Quantifying Customer Experience: Revised and Expanded” sheds light on the importance of brick-and-mortar customer experience, while bringing a data-driven approach to measuring its improvement and innovation.