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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.