Measuring customer experience : how to develop and execute the most profitable customer experience strategies /: how to develop and execute the most profitable customer experience strategies. (2014)

• Record Type: Book
• Further Information: Note: Philipp Klaus.
• Authors: Klaus, Philipp
• Contents: 1. CX: the origins and importance for your business 2. CX strategies and management practices 3. The 5 dimensions of CX management 4. The 3 types of CX management practice 5. Linking practices to profitability 6. 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. 7. The devil is in the details -only what get measured gets managed 8. Best practice versus next practice 9. Concluding thoughts.
• Edition: 2015
• Publisher Details: Basingstoke : Palgrave Macmillan
• Publication Date: 2014
• Extent: 1 online resource, illustrations (black and white)
• Subjects: 658.812; Customer services -- Evaluation; Consumer satisfaction -- Evaluation
• Languages: English
• ISBNs: 9781137375469
• Related ISBNs: 9781137375452
• Notes: Note: Description based on CIP data; item not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.