Interview with Phil Klaus, the author of a new book “Measuring Customer Experience: How to Develop and Execute the Most profitable Customer Experience Strategies”. This interview concludes a series of CSL posts about Customer Experience Strategy by Phil Klaus: Demystifying The Black Box – How To Design, Manage, And Measure The Most Profitable Customer Experience (CX) Strategies …
By Nancy Stephens What does it feel like to do business with you? Customer experience is the new field of competition. In most service industries, all competitors are technically on par. All banks, airlines, universities and other service companies perform the necessary core functions. The quality of the experience they offer is what often drives buyer …
If you attended Compete through Service symposium then you had an opportunity to hear excellent presentations by Bruce Temkin and Derrick Hall about Customer Experience. In this post, Bruce Temkin talks about his interview with Arizona Diamondbacks CEO Derrick Hall and highlights some of the main ideas Derrick Hall shared with the symposium attendees.
Interviewed by Donna Stone Ray Barton is the Chairman and former CEO of Great Clips. I had the opportunity to talk to him about how he built Great Clips into the world’s largest salon brand. Here are some of the key takeaways from our conversation. You can hear more of Ray’s insights at the Compete …
By Phil Klaus CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground. Managers, consultants, scholars, and even politicians seem to agree that the age of the customer has finally arrived and we are better going to be ready for it. The new …
