Measuring Customer Experience

1. Customer Experience: The Origins and Importance for Your Business
Philipp Klaus

2. CX Strategies and Management Practices
Philipp Klaus

3. The 5 Dimensions of CX Management
Philipp Klaus

4. The 3 Types of CX Management Practice
Philipp Klaus

5. Linking CX Practices to Profitability
Philipp Klaus

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
Philipp Klaus

7. The Devil Is in the Details – Only What Get Measured Gets Managed
Philipp Klaus

8. Best Practice vs. Next Practice
Philipp Klaus

9. Concluding Thoughts
Philipp Klaus

10. The Science behind the Knowledge
Philipp Klaus

Keywords: Business and Management, Marketing, Organizational Studies, Economic Sociology, Customer Relationship Management, Market Research/Competitive Intelligence, Business Strategy/Leadership, Innovation/Technology Management