Linking CX Practices to Profitability

Philipp Klaus

Chapter Chapter 5 in Measuring Customer Experience, 2015, pp 58-64 from Palgrave Macmillan

Abstract: Abstract Researchers, managers, and consultants alike champion the notion that optimizing the customer experience is the key strategy for generating enhanced sales revenues, market share, and profitability. However, until now, there was no typology to assist us in the task of putting this notion to the test and establishing which strategies are the most profitable ones.

Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-37546-9_5

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DOI: 10.1057/9781137375469_5

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