Measuring Customer Experience [electronic resource] : How to Develop and Execute the Most Profitable Customer Experience Strategies /
Klaus, Philipp.author.
Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Description based upon print version of record.
Cover; Contents; List of Figures and Tables; Foreword; Preface; Acknowledgments; 1 Customer Experience: The Origins and Importance for Your Business; 2 CX Strategies and Management Practices; 3 The 5 Dimensions of CX Management; 4 The 3 Types of CX Management Practice; 5 Linking CX Practices to Profitability; 6 Your CX Management Balance Sheet: Where Are You and Where Do You Want to Be? How to Get from A (Current State) to B - A Step-by-Step Approach; 7 The Devil Is in the Details - Only What Get Measured Gets Managed; 8 Best Practice vs. Next Practice; 9 Concluding Thoughts
10 The Science behind the KnowledgeAppendices; Notes; References; Index
Includes bibliographical references and index.
Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Marketing.
Economic sociology.
Customer relations-Management.
Market research.
Leadership.
Management.
Industrial management.
Marketing.
Organizational Studies, Economic Sociology.
Customer Relationship Management.
Market Research/Competitive Intelligence.
Business Strategy/Leadership.
Innovation/Technology Management.