Overview

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.

Full Product Details

9781137375452

Table of Contents

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' 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 'Dr. Phil delivers a revolutionary new way to understand and measure the Customer Experience. He was able to challenge the commonly used surveys to propose a method that allows true insight on how to enhance the customer experience, and ultimately increase Customer Lifetime Value.' -Denis Kraus, CDO, Executive Committee, Groupe Beaumanoir This well-researched and rigorous book begins with the basics of what customer experience really is and then lays out a systematic process for designing and implementing the most appropriate CX strategies...a valuable resource for both scholars and practitioners. -Prof. A. 'Parsu' Parasuraman, Professor of Marketing & The James W. McLamore Chair, University of Miami, Marketing Legend 'Dr. Klaus has produced a definitive study of Customer Experience in today's economy that establishes a direct link between CX, sales growth and profitability. The categorization of companies into Vanguards, Transformers and Preservers classifies different organizational approaches and evaluates the behaviors, which lead to higher or lower levels of sales growth over time. By combining academic rigor with practical insight, Dr. Klaus has produced a framework that all companies can implement to measure and design their CX experience across the organization. Dr. Klaus' passion for all aspects of CX translates into a readable study full of 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) UK '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 empiricial 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 Gronroos, Professor of Service and Relationship Marketing, Hanken School of Economics, Finland

Author Information

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.

Tab Content 6

Customer Reviews

Recent Reviews

Countries Available