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.

Friday, May 15, 2015

How To Get Your CEO On Board Of Your Customer Experience Strategy

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 this article for CX Network he draws from his expertise to expose the often conflicting relationship between customer experience leaders and their CEOs – and what you should and shouldn’t do to gain senior management buy-in. Download the article HERE, or from the original source, our good friends and supporters from the CX Network @

Sunday, February 15, 2015

Did you know? 10 surprising Customer Experience (CX) facts from 10 years of research!

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 reveals: