Measuring customer experience : how to develop and execute the most profitable customer experience strategies / Philipp Klaus.
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Published: |
Houndmills, Basingstoke, Hampshire : New York :
Palgrave Macmillan,
2015.
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Online Access: | |
Main Author: | |
Subjects: | |
Courses: |
MKTG 310
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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.