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

Phil's book gave me a great, fresh and coherent perspective on customer experience.I wrote my Master's thesis on the field of customer experience and this book shows not only the academic relation but guides me towards a practical approach. It is very well written and structured. The book explaines not only the concept of measuring customer experience extremly well but also provides a clear plan to design customer experience strategies.I will definitively apply Phil's recommended step by step instructions on managing customer experience.

I bought this book to understand the origins of Customer Experience with a view to understanding how my organisation uses CX and what it could do better.After reading this relatively short book, I feel armed with research-based, empirical evidence about what to try - facts are used instead of vague marketing hype. This concise and well written book is a worthwhile purchase and one I know I will read and re-read when considering CX implementation, and persuading others of its benefits as "the new competetive battleground".

Measuring Customer Experience offers a detailed and complete explanation of what CX is and why it is so important for managers measuring and managing it.Phil introduces a new method to measure customers' perception of services, which is not limited just to the perception of the service quality, as SERVQUAL does, but takes into account customers' experience with the firm even previously and after the purchase. I read the book to have a more comprehensive understanding of CX, as I was writing a research paper based on the topic. It guided me through the process very well and represented an indispensable sources to consult.

This book presents a comprehensive guide to understanding, implementing and most importantly measuring customer experience within the service sector. It gives a great insight onto how to form positive customer behavioural intentions and influence loyalty profitably. As Phil eloquently says “ The Devil is in the Details!) Revamp your marketing strategy! A must read!!-Saint

It was truly amazing to learn so much from Dr Klaus, I was privileged to be supervised by him during my research. This book is fantastic, it is written very simply for the understanding of anyone, anyone from any background can learn how to measure customer experience using this book. It has helped me very much during my Final Year Project and for that I am forever grateful !

If you're curious about CX or need a definite guide to it, search no more, you have found it.The author puts together the best of both worlds (academia and practice) to the benefits of his readership. His research is based on practice and the practice hugely benefits from his groundbreaking work.If you're considering this, you must know that whoever in your industry goes first into CX will have a definite and very strong advantage towards the competition. Are you really going to leave the glory to someone else, while this book is the key for success? Think about it!

Really helpful book to cut through the waffle and straight to the facts. Very useful and compelling. Nice to see what you know must be right backed up by real evidence.

If you want to understand how can you align between the customer experience and the profitability. If you are looking for measuring your firm's customer experience, this book is for you.

If CX is a part of your job or is soon to be a part of your job this could be a mystery for you. It would have far greater meaning to somebody who’s been out there for a couple years trying to get the tough work of customer experience done because as you read to the book you recognize all the typical pitfalls you need to worry about and you’ll see a path to get traction and support and build the essential belief systems required of the company culture to truly become a vanguard level customer centric superstar. I read it on Kindle so that I can take copious notes and highlight my favorite sections. Kudos to Dr. Klaus for producing such a great book.

Good book

As a consultant, I've found everything I was looking for in this book.This book is like a great movie, I do not want to ruin your delight by telling you why it is an awesome piece of art, nonetheless :- You can tell by reading the first pages that the author masters every aspects of the customer experience.- The book will give the necessary knowledge to perform your job, whether you are a practitioner or a consultant.- I read a lot of books about customer experience and this one, by its quality and its recency, is the one to read before all.

Phil did a tremendous job of mining and gathering information and articles to support that is "Customer Experience" and how it would be possible to create a better customer experience program to bring better profitability. I recommend the book to those who seek to understand more about experience, about 'customer experience' and on marketing.It is a reading that can please more academic, but does not remove the shine and richness of thought developed by Klaus. I think he did a good invitation for marketing executives and professionals, as well as "service designers" reassess as today measure the customer experience, as you know distinguish intention of satisfaction, as differentiate Brand Experience and quality of service.His extensive pequisa covered several countries is further classified with more than 300 other CX executives. Helped develop a plausible and feasible proposal of a good Customer Experience program.

The author is a Guru in CX