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Measuring customer experience: how to develop and execute the
most profitable customer experience strategies
Profdrphilklaus.com [email protected]
@ProfDrPhilKlaus #MeasuringCX
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 [email protected] #MeasuringCX
Reason of CX failure: measuring the wrong things (What versus Why).
@ProfDrPhilKlaus [email protected] #MeasuringCX
nd most important strategic focus for CEOs worldwide.
@ProfDrPhilKlaus [email protected] #MeasuringCX
CX is the…
% of all CX programs outperform others by 600%.
@ProfDrPhilKlaus [email protected] #MeasuringCX
Be aware that…
Out of 100 customers recall and share a good CX. 96 rather share a bad one.
@ProfDrPhilKlaus [email protected] #MeasuringCX
Emes more likely to recommend you if your CX programs focuses on what happens aWer the sale.
@ProfDrPhilKlaus [email protected] #MeasuringCX
Customers are…
-‐ty % of all customers suffer from “outsourced” CX components (e.g., call centers).
@ProfDrPhilKlaus [email protected] #MeasuringCX
Out of 10 CX programs leave money on the table by focusing on customer acquisiEon.
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Out of 10 CX program managers agree: “Measuring CX with NPS and saEsfacEon is insufficient.”
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Years of rigorous CX Research backing up these facts.
@ProfDrPhilKlaus [email protected] #MeasuringCX
