I've been doing some research into customer experience and ran across Jared Spool's article about "Making a Brand Investment Through Experience". He describes engagement as the sum of all experiences had across various touchpoints, which can be measured subjectively via Gallup's C11.
My question is: Is there a way to model an experience had at a touchpoint as a means to predict engagement? If the sum of experiences results in engagement, and engagement can be measured via the C11, is there a way to operationalize experience?
Or am I looking at this all wrong? Would love some feedback. Thanks!
Best, Chris Bachelder
(Apologies if this has been discussed previously, the Apache Solr search engine used on this website appears to be down.)