Monday, September 7, 2015

How to Measure True Customer Loyalty - NPS, Customer Satisfaction and loyalty transactions deliver only very little evidence of what is really going on.

In my latest article for the CX Network I share empirical evidence on why measuring NPS, customer satisfaction, and relying on your loyalty data DO NOT explain and predict your customers' purchasing behavior. 

Read it all HERE

Monday, July 13, 2015

There Are No Shortcuts in Managing Customer Experience Profitably

There Are No Shortcuts in Managing Customer Experience Profitably - Download and Read Our Free Article @

To embrace – originating from the 14th Century Old French embracier, defined in the dictionary as ‘to take or receive gladly or eagerly; accept willingly’.  

Regrettably, most of the companies 'embracing' customer experience (CX) as the new management paradigm do neither accept that CX requires more than creating a management position and/or department with a CX title, nor willingly embrace it as the way to do business in an environment in which the customer ‘calls the shots’. 

Paying lip service, however, will get you nowhere in terms of CX profitability. Call it 'window dressing', 're-branding', or, to use a phrase even President Obama is utilising, 8 out of 10 companies declaring that they are managing their customers’ experiences are 'putting lipstick on a pig'. 

My longitudinal, global study, surveying the practices of over 500 companies across a wide variety of sectors, locations, sizes, and offerings, reveals that this isn't enough. As a matter of fact, 9 out of 10 of CX programmes utilising this strategy (for the lack of a better word) aren't profitable. 

Download your free copy HERE

Or, read the original, courtesy of the good people @ the CX Network

Wednesday, May 27, 2015

Prof. Dr. Phil Klaus Selected As Keynote Speaker for the International Luxury Travel Market Asia 2015 in Shanghai

Today, CX is omnipresent and widely considered the luxury sector’s next competitive battleground. Managers, consultants, scholars, and even politicians agree that the CX age has finally arrived and we better be ready for it. CEOs worldwide concur that either they engage into the big unknown – how to (successfully) manage CXs – or they will lose their customers, and their competitiveness. Prof. Dr. Phil Klaus will present the results of 10 years of research from his best-selling book to demonstrate how you can develop and execute the most profitable CX strategies to survive and thrive in a CX-dominated economy. 

Read the interview with Prof. Dr. Klaus about the future of the Luxury CX HERE

ILTM Asia - June 1-4, 2015, Shanghai, China.