Your CX Management Balance Sheet: Where Are You and Where Do You Want to Be? How to Get from A (Current State) to B – A Step-by-Step Approach

Philipp Klaus

Chapter Chapter 6 in Measuring Customer Experience, 2015, pp 65-80 from Palgrave Macmillan

Abstract: Abstract In terms of annual average sales growth during the last three years, this converts into Vanguards 12 percent, Transformers 5 percent, Preservers 2 percent. In terms of performance, the lowest variance, as in performance values deviating from the average, is found in the Vanguard cluster, while the widest spread is, almost by definition, present in the Transformer cluster. Of course, there are slight differences inside the clusters, too. For example, not all Vanguards perform equally, but the overall message in terms of who is outperforming whom across all sectors, industries, and other possible factors, is clear – Vanguards.

Keywords: Customer Satisfaction; Customer Relationship Management; Business Partner; Service Recovery; Customer Experience (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-37546-9_6

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DOI: 10.1057/9781137375469_6

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