tag:blogger.com,1999:blog-8540731309091850691.post8962923855681178400..comments2023-03-12T14:18:04.997+01:00Comments on The Customer Experience Blog: Customer Experience: are we measuring the right things?Dr Phil Klaushttp://www.blogger.com/profile/08000429569488813818noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-8540731309091850691.post-28066994349216806062013-03-29T11:40:02.344+01:002013-03-29T11:40:02.344+01:00Dear Alex,
Thank you for your insightful comments...Dear Alex,<br /><br />Thank you for your insightful comments. Our research aims at establishing a generalizable measurement of customer experience quality (EXQ) focusing on the process, i.e. the how and why customer experiences arise and how they influence consumer behavior. This will allow businesses to implement, monitor and manage their customer experience customer experience strategies in the best possible fashion, i.e. leading to superior profitability. Our most recent IJMR article "Towards a better measure of Customer Experience" (http://goo.gl/5sx3A) delivers more evidence on not only how to measure the customer experience, but the superior predictive power of their EXQ Scale in comparison to service quality and customer satisfaction.<br /><br />Looking forward to your invaluable feedback.<br /><br />Yours sincerely<br /><br />Prof. Dr. Phil KlausDr Phil Klaushttps://www.blogger.com/profile/08000429569488813818noreply@blogger.comtag:blogger.com,1999:blog-8540731309091850691.post-24269241012564345282013-03-04T19:10:33.179+01:002013-03-04T19:10:33.179+01:00Very interesting discussion about methods of custo...Very interesting discussion about methods of <a href="http://www.clicktale.com/enterprise" rel="nofollow">customer experience measurement</a>. I'm sure that the results of this discussion will be the clear criteria that should be used for measurement of customers experience and this will lead to the better quality applications.Anonymoushttps://www.blogger.com/profile/17842525915986056895noreply@blogger.com