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Tuesday, January 13, 2015

How CX drives profit - interview with Prof. Dr. Phil Klaus

What is your Customer Experience Strategy? Read the transcript or listen to the Podcast here.

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:


Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies

Are all channels truly equal? How to design and manage a successful Multichannel Customer Experience (CX) Program

The forgotten asset – the crucial role of the employee in delivering great Customer Experience (CX)

What do you think, boss? How to gain board support for your Customer Experience (CX) program (and other marketing-led strategies)

http://customerthink.com/what-is-your-customer-experience-strategy-are-you-a-vanguard-transformer-or-preserver/#comment-44748 
Posted by Dr Phil Klaus at 7:20 PM No comments:
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Access to Cutting-Edge Research on Customer Experience - the "Next Competitive Battleground"

  • PODCAST: Phil Klaus discusses Customer Experience with Stan Maklan
  • Mobile Advertising - Do We Really Need It?
  • What Really Creates Customer Loyalty? The Importance of ‘Value-In-Use’
  • Cause and Effect – How to Successfully Segment a Prepay Base Using Behavioural Data
  • Why Customer Lifecycle Management Matters...
  • Customer Experience - Fad or Future - Linking Customer Experience practice to organizational performance
  • Quantifying (Customer Experience) Quality - MARKETING WEEK EXCLUSIVE
  • The Case of Amazon.com - Exploring the Online Customer Experience
  • "La Customer Experience: Il pezzo mancante per la creazione della vera fedalta" ABI MK Magazine
  • Explore the crucial role of the Customer Experience for developing leading brands

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Dr Phil Klaus
Dr Philipp “Phil” Klaus is Professor of Customer Experience and Marketing Strategy, founder of Dr. Phil Klaus & Associates Consulting, and holds multiple visiting professorships around the globe. His areas of expertise include customer experience strategy and management, customer experience quality, marketing strategy, the influence of marketing activities and customer experience on consumer behavior and the financial performance of organizations. His award-winning research has appeared in a wide range of journals, including the Journal of Service Management, Journal of Strategic Marketing, Journal of Services Marketing, Journal of Marketing Management, International Journal of Market Research, Journal of Retailing and Consumer Services, etc. Phil is a frequent keynote speaker at public and in-company seminars and conferences around the world. He is an experienced senior marketing manager and management consultant with an active, international portfolio of Blue-Chip clients from the financial services, retail, luxury goods and the energy sectors, for whom he advises on customer experience strategy, profit enhancement, customer behavior, best practice and business development.
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