The Devil Is in the Details – Only What Get Measured Gets Managed

Philipp Klaus

Chapter Chapter 7 in Measuring Customer Experience, 2015, pp 81-101 from Palgrave Macmillan

Abstract: Abstract Management guru Peter Drucker once said, “[only] what gets measured, gets managed.” As we could clearly document, this applies in particular to the challenges firms face in measuring their customers’ experience and its impact on the firm’s performance. Even Vanguards see the measurement of CX as a, if not the, key challenge for their CX strategy’s success.

Keywords: Service Quality; Exploratory Factor Analysis; Customer Satisfaction; Customer Behavior; Service Encounter (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_7

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DOI: 10.1057/9781137375469_7

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