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Cover: 9781137375452 | Measuring Customer Experience | Philipp Klaus | Buch | Englisch | 2014
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Measuring Customer Experience
How to Develop and Execute the Most Profitable Customer Experience Strategies
Buch von Philipp Klaus
Sprache: Englisch

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Beschreibung
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.
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.
Über den Autor
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.
Zusammenfassung
A technical approach to understanding, measuring and implementing successful customer experience strategies, in order to gain and retain your customers in an increasingly competitive market.
Inhaltsverzeichnis
1. CX: the origins and importance for your business 2. CX strategies and management practices 3. The 5 dimensions of CX management 4. The 3 types of CX management practice 5. Linking practices to profitability 6. 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. 7. The devil is in the details - only what get measured gets managed 8. Best practice versus next practice 9. Concluding thoughts
Details
Erscheinungsjahr: 2014
Fachbereich: Werbung & Marketing
Genre: Importe, Wirtschaft
Rubrik: Recht & Wirtschaft
Medium: Buch
ISBN-13: 9781137375452
ISBN-10: 1137375450
Sprache: Englisch
Einband: Gebunden
Autor: Klaus, Philipp
Hersteller: Palgrave Macmillan
Springer-Verlag GmbH
Springer Palgrave Macmillan
Abbildungen: 6 figures, 12 b/w tables
Maße: 222 x 145 x 15 mm
Von/Mit: Philipp Klaus
Erscheinungsdatum: 04.12.2014
Gewicht: 0,372 kg
Artikel-ID: 105198042
Über den Autor
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.
Zusammenfassung
A technical approach to understanding, measuring and implementing successful customer experience strategies, in order to gain and retain your customers in an increasingly competitive market.
Inhaltsverzeichnis
1. CX: the origins and importance for your business 2. CX strategies and management practices 3. The 5 dimensions of CX management 4. The 3 types of CX management practice 5. Linking practices to profitability 6. 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. 7. The devil is in the details - only what get measured gets managed 8. Best practice versus next practice 9. Concluding thoughts
Details
Erscheinungsjahr: 2014
Fachbereich: Werbung & Marketing
Genre: Importe, Wirtschaft
Rubrik: Recht & Wirtschaft
Medium: Buch
ISBN-13: 9781137375452
ISBN-10: 1137375450
Sprache: Englisch
Einband: Gebunden
Autor: Klaus, Philipp
Hersteller: Palgrave Macmillan
Springer-Verlag GmbH
Springer Palgrave Macmillan
Abbildungen: 6 figures, 12 b/w tables
Maße: 222 x 145 x 15 mm
Von/Mit: Philipp Klaus
Erscheinungsdatum: 04.12.2014
Gewicht: 0,372 kg
Artikel-ID: 105198042
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