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Did you know? 10 surprising Customer Experience (CX) facts from 10 years of research!

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In his latest, best-selling book, Prof. Dr. Phil Klaus reveals how to design and execute the most profitable CX strategies and management practices. During the last ten years he conducted multiple global studies leading to some interesting finding about CX. This presentation answers some of the questions every CX manager is asking themselves, or is being asked by their CEOs. Prof. Dr. Phil Klaus reveals:

The #1 reason why CX programs fail.

Why 3% - the Vanguards - outperform all other programs by up to 600%.

Why most CX programs leave 'money on the table.'

The most important stage of the CX.

What drives CX profitability.

What CX practices do not work, and why.

@ProfDrPhilKlaus

tinyurl.com/MeasuringCX

http://tinyurl.com/ProfDrPhilCX

Published in: Business
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  • @Apramey Dube Dear Apramey, Thank yuo for your kind lines, much appreciated. You can purchase both versions of my book, electronic and hardcopy, either on Amazon tinyurl.com/MeasuringCX, or from the links at the Palgrave site http://www.palgrave.com/page/results/?STEM=true&SF1=kword_index%252Cidentifier&SORT=mat_rank_uk%252Fd&SF99=lang_toggle&ST99=uk&ST1=measuring+customer+experience. Thank you for your interest and please tell me how you liked it. Yours sincerely Prof. Dr. Phil Klaus MBA, MRes
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  • I like the collection of fascinating insights about CX programs in one place Dr. Klaus! This evoked so much curiosity, my next step is to find out how to access your book?
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Did you know? 10 surprising Customer Experience (CX) facts from 10 years of research!

  1. 1. Measuring  customer  experience:   how  to  develop  and  execute  the   most  profitable  customer   experience  strategies   Profdrphilklaus.com   profdrphilklaus@gmail.com   @ProfDrPhilKlaus   #MeasuringCX  
  2. 2. 10  CX  Facts   •  What  we  already  know:   •  CX  is  the  next  compeEEve  baHleground   •  CX  is  ‘big  business’   •  Not  all  CX  programs  are  equal   •  Did  you  know…   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  3. 3. Reason  of  CX   failure:  measuring   the  wrong  things   (What  versus   Why).   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  4. 4. nd  most   important   strategic  focus  for   CEOs  worldwide.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX   CX  is  the…  
  5. 5. %  of  all  CX   programs   outperform   others  by  600%.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX   Be  aware  that…  
  6. 6. Out  of  100   customers  recall   and  share  a  good   CX.  96  rather   share  a  bad  one.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  7. 7. Emes  more  likely   to  recommend   you  if  your  CX   programs  focuses   on  what  happens   aWer  the  sale.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX   Customers  are…  
  8. 8. Out  of  10  CX   programs  are  not   profitable.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  9. 9. -­‐ty  %  of  all   customers  suffer   from   “outsourced”  CX   components  (e.g.,   call  centers).   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  10. 10. Out  of  10  CX   programs  leave   money  on  the   table  by  focusing   on  customer   acquisiEon.     @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  11. 11. Out  of  10  CX   program   managers  agree:   “Measuring  CX   with  NPS  and   saEsfacEon  is   insufficient.”   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  12. 12. Years  of     rigorous  CX   Research   backing  up     these  facts.     @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  13. 13. @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX   hHps://www.amazon.com/author/drphilcx  

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