Measuring Customer Experience How to Develop and Execute the Most Pr
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, a
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omer Experience, Philipp Klaus
Copyright material from www.palgraveconnect.com - licensed to Monash University - PalgraveConnect - 2014-12-07
“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
“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 “Professor Klaus delivers a forceful call for business to manage the entire, holistic customer experience (CX), much more than just service quality and customer satisfaction. His message, itself, is holistically crafted, weaving together scholarship and practice; strategy, implementation, and measurement; with links forged to CX quality and profitability.” – David Bowen, Ph.D., Robert and Katherine Herberger Chair in Global Management and Professor of Management, Thunderbird School of Global Management Organizational Behavior/HR Thought Leader “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 “Measuring Customer Experience offers a simple but insightful guide for managers about on how to deliver performance through effective customer experience management.” – Professor Rod Brodie, University of Auckland, Marketing Hall of Fame Inductee “Phil Klaus has written an exciting book well-grounded in theory and in empirical research. Customer experience is an important phenomenon that exponentially gains interest among practitioners and academics alike. The book is provides valuable ideas, structures, and tools. Reading it is a great experience.” – Christian Grönroos, Professor of Service and Relationship Marketing, Hanken School of Economics, Finland
10.1057/9781137375469 - Measuring Customer Experience, Philipp Klaus
Copyright material from www.palgraveconnect.com - licensed to Monash University - PalgraveConnect - 2014-12-07
genuinely helpful advice for business leaders. The definitive linkage of great CX to improved profitability will help many business leaders win the argument for investment and change within their own companies.” – Chris Combemale, Executive Director, Direct Marketing Organization (DMA
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