Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies
By Philipp Klaus.
Description
"We need to deliver a great customer experience.' How often have you heard these or similar statements? And how often has a manager given a clear and meaningful definition of what a great customer experience (CX) actually is, or even proposed an idea about how to accurately measure it? In many organizations CX has become a meaningless buzzword, a vague and ephemeral 'theory of everything' that fails to deliver on its promise to drive improved performance. So why is CX so hard to pin down? It focuses on customers' value-in-use and so blurs traditional distinctio...
ISBN(s)
1137375450, 9781137375452
