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

✍ Scribed by Philipp Klaus (auth.)

Publisher: Palgrave Macmillan UK
Year: 2015
Tongue: English
Leaves: 181
Category: Library

No coin nor oath required. For personal study only.

✦ Table of Contents

Front Matter....Pages i-xiii
Customer Experience: The Origins and Importance for Your Business....Pages 1-21
CX Strategies and Management Practices....Pages 22-29
The 5 Dimensions of CX Management....Pages 30-44
The 3 Types of CX Management Practice....Pages 45-57
Linking CX Practices to Profitability....Pages 58-64
Your CX Management Balance Sheet: Where Are You and Where Do You Want to Be? How to Get from A (Current State) to B – A Step-by-Step Approach....Pages 65-80
The Devil Is in the Details – Only What Get Measured Gets Managed....Pages 81-101
Best Practice vs. Next Practice....Pages 102-113
Concluding Thoughts....Pages 114-118
The Science behind the Knowledge....Pages 119-138
Back Matter....Pages 139-166

✦ Subjects

Marketing; Organizational Studies, Economic Sociology; Customer Relationship Management; Market Research/Competitive Intelligence; Business Strategy/Leadership; Innovation/Technology Management

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