Low and High Level Customer Experiences
Jaap de Jonge, Editor, Netherlands
Interesting question. What do you have in mind when you speak of 'low and high level customer experiences'?
Did you consider the Kano's model
? Kano distinguishes between 3 key satisfaction attributes and 3 additional, secondary customer satisfaction factors.
Another technique that comes to mind is SERVQUAL
from Zeithaml C. S. With this model you can perform a gap analysis between an organization's service quality performance against customer service quality needs.