did you know? 10 surprising customer experience (cx) facts from 10 years of research!

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).

nd most important strategic focus for CEOs worldwide.

CX is the…

% of all CX programs outperform others by 600%.

Be aware that…

Out of 100 customers recall and share a good CX. 96 rather share a bad one.

Emes more likely to recommend you if your CX programs focuses on what happens aWer the sale.

Customers are…

Out of 10 CX programs are not profitable.

-‐ty % of all customers suffer from “outsourced” CX components (e.g., call centers).

Out of 10 CX programs leave money on the table by focusing on customer acquisiEon.

Out of 10 CX program managers agree: “Measuring CX with NPS and saEsfacEon is insufficient.”

Years of rigorous CX Research backing up these facts.

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