Measuring Customer Experience: How to Develop and Execute the Most Profitable Customer Experience Strategies - Softcover

Klaus, Philipp

Softcover

ISBN 10: 1349477346 ISBN 13: 9781349477340

Publisher: Palgrave Macmillan, 2015

Synopsis

Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.

About this title

About the Author

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 numerous books, and a wide range of managerial and academic 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, Design Management Review, Journal of Direct, Data, and Digital Marketing Practice, Public Affairs, etc. Phil is a frequentkeynote speaker at public and in-company seminars and conferences around the world. He is an experienced senior marketing manager and thought after consultant with an active, international portfolio of Blue-Chip clients from the financial services, retail, luxury goods, telecommunication and the energy sectors, for whom he advises on customer experience strategy, profit enhancement, customer behavior, best practice and business development.

Edition details

• Publisher: Palgrave Macmillan
• Publication date: 2015
• Language: English
• ISBN 10: 1349477346
• ISBN 13: 9781349477340
• Binding: Paperback
• Edition number: 1
• Number of pages: 180