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
There Are No Shortcuts in Managing Customer Experience Profitably - Download and Read Our Free Article @ http://ow.ly/PooDU To embrace – originating from the 14th Century Old French embracier,
defined in the dictionary as ‘to take or receive gladly or eagerly;
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
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.
It can be difficult for CX leaders to gain senior management buy-in, so
what are the key considerations to take when talking to your CEO?
Dr. Phil Klaus is a Professor of Customer Experience and Marketing
Strategy. His award-winning research has appeared in a wide range of
journals and he is a frequent keynote speaker at public and in-company
seminars and conferences around the world.
He advices blue-chip companies on CX strategy and has written the
best-selling book ‘Measuring Customer Experience - How to Develop and
Execute the Most Profitable Customer Experience Strategies’.
In his latest, best-selling book, Prof. Dr. Phil Klaus
reveals how to design and execute the most profitable CX strategies and
management practices. During the last ten years he conducted multiple
global studies leading to some interesting finding about CX. This
presentation answers some of the questions every CX manager is asking
themselves, or is being asked by their CEOs. Prof. Dr. Phil Klaus
Interview with Phil Klaus, the author of a new book “Measuring Customer
Experience: How to Develop and Execute the Most profitable Customer
Experience Strategies”. This interview concludes a series of CSL posts
about Customer Experience Strategy by Phil Klaus: