创建衡量客户体验、期望和建议的方法。审查要交付的产品/服务的喜欢和不喜欢的领域。根据市场中产品/服务的性质评估接触点，例如广告牌、网站、直邮、服务电话等。 Creating methods to gauge customer experiences, expectations, and suggestions. Review both liked and disliked areas of product/services to be delivered. Evaluate touchpoints based on the nature of product/service in the market e.g., billboards, web sites, direct mail, service calls, etc.