ABSTRACT
Measuring the performance of B2C company's customer experience is essential to understand the situation and improve. That is why it is recommended to evaluate their customer experience on a regular basis. Once B2C company have measured their level of customer experience, the results, whether positive or negative, must be analyzed quickly and acted upon. In serious companies that are focused on customer experience–and improving–it has become a daily affair. In the event of a major problem, a manager may even call customers directly to inquire personally about various situations and compensate them when required. Employees also play an important role in the measurement of the customer experience. In constant contact with customers, they are able to take the pulse of customer satisfaction levels and inform their managers. Starbucks customers who are dissatisfied with their drink are offered another drink on the spot.
