Premium
Preservers, Transformers & Vanguards: Measuring the Profitability of Customer Experience Strategies
Author(s) -
Klaus Phil
Publication year - 2013
Publication title -
design management review
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1557-0614
DOI - 10.1111/drev.10260
Subject(s) - profitability index , measure (data warehouse) , transformer , business , marketing , computer science , engineering , electrical engineering , data mining , finance , voltage
Customer experience (CX) may be “the next competitive battleground,” but we're still struggling to define it. More to the point, we have to figure out a way to measure CX. Otherwise, how can we become better at managing it? Preservers, Transformers, and Vanguards: How we measure the quality of customer experience.
Accelerating Research
Robert Robinson Avenue,
Oxford Science Park, Oxford
OX4 4GP, United Kingdom
Address
John Eccles HouseRobert Robinson Avenue,
Oxford Science Park, Oxford
OX4 4GP, United Kingdom