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
Or, read the original, courtesy of the good people @ the CX Network http://www.cxnetwork.com/content/article/there-are-no-shortcuts-managing-customer-experience-profitably
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.