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Measuring Customer Experience

How to Develop and Execute the Most Profitable Customer Experience Strategies

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  • © 2015

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Authors:
  1. Philipp Klaus
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Table of contents (10 chapters)

  1. Front Matter

    Pages i-xiii
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  2. Customer Experience: The Origins and Importance for Your Business

    • Philipp Klaus
    Pages 1-21

  3. CX Strategies and Management Practices

    • Philipp Klaus
    Pages 22-29

  4. The 5 Dimensions of CX Management

    • Philipp Klaus
    Pages 30-44

  5. The 3 Types of CX Management Practice

    • Philipp Klaus
    Pages 45-57

  6. Linking CX Practices to Profitability

    • Philipp Klaus
    Pages 58-64

  7. 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

    • Philipp Klaus
    Pages 65-80

  8. The Devil Is in the Details – Only What Get Measured Gets Managed

    • Philipp Klaus
    Pages 81-101

  9. Best Practice vs. Next Practice

    • Philipp Klaus
    Pages 102-113

  10. Concluding Thoughts

    • Philipp Klaus
    Pages 114-118

  11. The Science behind the Knowledge

    • Philipp Klaus
    Pages 119-138

  12. Back Matter

    Pages 139-166
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Keywords

About this book

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.

Reviews

'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 frequentkeynote 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.

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