Measuring customer experience : how to develop and execute the most profitable customer experience strategies / Philipp Klaus.

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Bibliographic Details
Published: Houndmills, Basingstoke, Hampshire : New York : Palgrave Macmillan, 2015.
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Courses: MKTG 310
Format: Electronic eBook
Table of Contents:
  • CX, the origins and importance for your business
  • CX strategies and management practices
  • The 5 dimensions of CX management
  • The 3 types of CX management practice
  • Linking practices to profitability
  • 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
  • The devil is in the details only what get measured gets managed
  • Best practice versus next practice
  • Concluding thoughts
  • The science behind the knowledge.