'Phil knows what it takes to win. And that is exactly what Measuring
Customer Experience provides to managers who want their companies to win
through building strong relationships with customers.' -Timothy
Keiningham, PhD, Global Chief Strategy Officer and Executive Vice
President, Ipsos Loyalty; Bestselling Author of The Wallet Allocation
Rule and Why Loyalty Matters
'Dr Phil Klaus's investigation and findings on how to measure and
improve Customer Experience addresses one of the most pressing issues
for marketeers and businesses today. His erudite approach to the subject
breaks new ground with the EXQ technique being one that will in due
course filter down into the practice of advanced marketeers.' -Crispin
Rogers, Director Targeted Marketing, Visa Europe
'Move past individual customer service with this systematic
'next-practice' guide to thinking beyond the simple transaction,
enhancing your total customer experience and increasing profitability.'
-Ian Di Tullio, Director Loyalty Marketing , Air Canada
'This book provides a useful roadmap, addressing the pressing questions
managers face: Where are we currently in terms of managing and measuring
customer experience? Where do we want to be? And most important, how do
we get there?' -Katherine N. Lemon, PhD, Accenture Professor of
Marketing, Chair, Marketing Department, Carroll School of Management,
'We know that customer loyalty is one of the most important drivers for
the business performance, particularly at a professional service firm.
However, we didn't know what exactly affected it. Through dedicated
research, Phil clearly demonstrated the solution by presenting the
conceptual model and measurement tool. This is an excellent book and I
strongly recommend this to all the executives involved in measuring
everything related to customers.' -Dr. Junichi Kato, Managing Director
TMF Group Japan
My latest book chapter exploring the keys of how to execute the best LUXURY Customer Experience programs is now available at http://www.marketinghorloger.ch/. "After sales services: new demands"
Key take aways from my LUXURY CX Research:
My study is the first to a) conceptualize and validate the CX continuum
in the luxury sector, b) validate and quantify the crucial impact of
after-sales services on luxury customers’ behavior, and c) exploring and
validating the impact of corresponding actions on the profitability of
luxury goods companies.
For those of you in the luxury goods and service sector, feel free contact me directly for an executive summary of the findings.