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

Philipp Klaus

ISBN 10: 1349477346 / ISBN 13: 9781349477340

Editore: Palgrave Macmillan, 2015

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. Num Pages: 166 pages, biography. BIC Classification: JHBL; KJC; KJMV6; KJS; KJSM; KJSU. Category: (G) General (US: Trade). Dimension: 141 x 216 x 14. Weight in Grams: 236. . 2015. 1st ed. 2015. Paperback. . . . . Codice articolo V9781349477340

Riassunto:

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.

Informazioni sull?autore: 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.

Dati bibliografici

Titolo: Measuring Customer Experience: How to ...
Casa editrice: Palgrave Macmillan
Data di pubblicazione: 2015
Legatura: Brossura
Condizione: New
Edizione: prima edizione