Measuring customer experience
Subtitle: how to develop and execute the most profitable customer experience strategies
By: Philipp Klaus
Publisher: Palgrave Macmillan
Published: 2015
Language: eng
Number of pages: 166
ISBN-13: 9781137375452
Subjects: Customer services; Consumer satisfaction
Notes: Includes bibliographical references and index.
Table of contents: title: CX, the origins and importance for your business; title: CX strategies and management practices; title: The 5 dimensions of CX management; title: The 3 types of CX management practice; title: Linking practices to profitability; title: 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; title: The devil is in the details only what get measured gets managed; title: Best practice versus next practice; title: Concluding thoughts; title: The science behind the knowledge.