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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.
- Sales Rank: #1682481 in Books
- Published on: 2015-01-01
- Released on: 2015-01-01
- Original language: English
- Number of items: 1
- Dimensions: 8.81" h x .72" w x 5.55" l, .87 pounds
- Binding: Hardcover
- 166 pages
Review
'Phil knows what it takes to win. And that is exactly what Measuring Customer Experience provides to managers who want their companies to win through building strong relationships with customers.' -Timothy Keiningham, PhD, Global Chief Strategy Officer and Executive Vice President, Ipsos Loyalty; Bestselling Author of The Wallet Allocation Rule and Why Loyalty Matters
'Dr Phil Klaus's investigation and findings on how to measure and improve Customer Experience addresses one of the most pressing issues for marketeers and businesses today. His erudite approach to the subject breaks new ground with the EXQ technique being one that will in due course filter down into the practice of advanced marketeers.' -Crispin Rogers, Director Targeted Marketing, Visa Europe
'Move past individual customer service with this systematic 'next-practice' guide to thinking beyond the simple transaction, enhancing your total customer experience and increasing profitability.' -Ian Di Tullio, Director Loyalty Marketing , Air Canada
'This book provides a useful roadmap, addressing the pressing questions managers face: Where are we currently in terms of managing and measuring customer experience? Where do we want to be? And most important, how do we get there?' -Katherine N. Lemon, PhD, Accenture Professor of Marketing, Chair, Marketing Department, Carroll School of Management, Boston College
'We know that customer loyalty is one of the most important drivers for the business performance, particularly at a professional service firm. However, we didn't know what exactly affected it. Through dedicated research, Phil clearly demonstrated the solution by presenting the conceptual model and measurement tool. This is an excellent book and I strongly recommend this to all the executives involved in measuring everything related to customers.' -Dr. Junichi Kato, Managing Director TMF Group Japan
About the Author
Dr Philipp 'Phil' Klaus is Professor of Customer Experience and Marketing Strategy, founder of Dr. Phil Klaus & Associates Consulting, and holds multiple visiting professorships around the globe. His areas of expertise include customer experience strategy and management, customer experience quality, marketing strategy, the influence of marketing activities and customer experience on consumer behavior and the financial performance of organizations. His award-winning research has appeared in numerous books, and a wide range of managerial and academic journals, including the Journal of Service Management, Journal of Strategic Marketing, Journal of Services Marketing, Journal of Marketing Management, International Journal of Market Research, Journal of Retailing and Consumer Services, Design Management Review, Journal of Direct, Data, and Digital Marketing Practice, Public Affairs, etc. Phil is a frequent keynote speaker at public and in-company seminars and conferences around the world. He is an experienced senior marketing manager and thought after consultant with an active, international portfolio of Blue-Chip clients from the financial services, retail, luxury goods, telecommunication and the energy sectors, for whom he advises on customer experience strategy, profit enhancement, customer behavior, best practice and business development.
Most helpful customer reviews
1 of 1 people found the following review helpful.
Is good to have it on the shelf
By Paulo Peres
Phil did a tremendous job of mining and gathering information and articles to support that is "Customer Experience" and how it would be possible to create a better customer experience program to bring better profitability. I recommend the book to those who seek to understand more about experience, about 'customer experience' and on marketing.
It is a reading that can please more academic, but does not remove the shine and richness of thought developed by Klaus. I think he did a good invitation for marketing executives and professionals, as well as "service designers" reassess as today measure the customer experience, as you know distinguish intention of satisfaction, as differentiate Brand Experience and quality of service.
His extensive pequisa covered several countries is further classified with more than 300 other CX executives. Helped develop a plausible and feasible proposal of a good Customer Experience program.
0 of 0 people found the following review helpful.
An expensive bookend.
By cyrus
Despite the promising title, there is little in this book to warrant a place on an executive's shelf. If you can persevere through the endless pages of academic and non-academic citations of other people's work then you might be able to make something of the 'CX measurement' model Klaus applies - but in reality it would be difficult and low-yield if one tried to implement the framework.
The sub-title is 'how to develop and execute the most profitable customer experience strategies', but the book does nothing to illuminate any strong ideas or approaches to do this - and pales in comparison to other CX strategy books published over the last few years that have pragmatic ways to think of and frame CX strategy. This book was such a let down that it ended in the hotel trash can.
0 of 0 people found the following review helpful.
Cx
By Ursula
The author is a Guru in CX
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