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

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

  • 1. Measuring  customer  experience:   how  to  develop  and  execute  the   most  profitable  customer   experience  strategies   Profdrphilklaus.com   profdrphilklaus@gmail.com   @ProfDrPhilKlaus   #MeasuringCX  
  • 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. Reason  of  CX   failure:  measuring   the  wrong  things   (What  versus   Why).   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  • 4. nd  most   important   strategic  focus  for   CEOs  worldwide.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX   CX  is  the…  
  • 5. %  of  all  CX   programs   outperform   others  by  600%.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX   Be  aware  that…  
  • 6. Out  of  100   customers  recall   and  share  a  good   CX.  96  rather   share  a  bad  one.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  • 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. Out  of  10  CX   programs  are  not   profitable.   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  • 9. -­‐ty  %  of  all   customers  suffer   from   “outsourced”  CX   components  (e.g.,   call  centers).   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  • 10. Out  of  10  CX   programs  leave   money  on  the   table  by  focusing   on  customer   acquisiEon.     @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  • 11. Out  of  10  CX   program   managers  agree:   “Measuring  CX   with  NPS  and   saEsfacEon  is   insufficient.”   @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  • 12. Years  of     rigorous  CX   Research   backing  up     these  facts.     @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX  
  • 13. @ProfDrPhilKlaus        profdrphilklaus@gmail.com        #MeasuringCX   hHps://www.amazon.com/author/drphilcx