Philipp Klaus

Phil often describes himself as "a guy, who is simply trying to figure out stuff." This is quite a humble way to describe his drive and passion to find out what drives human behavior, or as he puts it, "why people do what they do." Phil's aim is to "convert complexity into simplicity" by taking abstract and hard-to-grasp, hard to manage, and hard-to measure concepts, such as customer experience, word-of-mouth, consumer behavior, share-of-wallet, the use of social media and big data, and convert them into tools managers can put into action and deliver the results they are looking for. His award-winning research is always focused on performance, and ultimately, firms' profitability. However, Phil often points out that introducing tools that gives customers a better experience, and employees more joy at work "make the world a better place." After all, wouldn't you much rather have a good than a bad customer experience?