Did you know? 10 surprising Customer Experience (CX) facts from 10 years of research!

•

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In his latest, best-selling book, Prof. Dr. Phil Klaus reveals how to design and execute the most profitable CX strategies and management practices. During the last ten years he conducted multiple global studies leading to some interesting finding about CX. This presentation answers some of the questions every CX manager is asking themselves, or is being asked by their CEOs. Prof. Dr. Phil Klaus reveals: The #1 reason why CX programs fail. Why 3% - the Vanguards - outperform all other programs by up to 600%. Why most CX programs leave 'money on the table.' The most important stage of the CX. What drives CX profitability. What CX practices do not work, and why. @ProfDrPhilKlaus tinyurl.com/MeasuringCX http://tinyurl.com/ProfDrPhilCX

Business

Measuring
customer
experience:

how
to
develop
and
execute
the

most
proﬁtable
customer

experience
strategies

Profdrphilklaus.com

profdrphilklaus@gmail.com

@ProfDrPhilKlaus

#MeasuringCX

Reason
of
CX

failure:
measuring

the
wrong
things

(What
versus

Why).

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

nd
most

important

strategic
focus
for

CEOs
worldwide.

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

CX
is
the…

%
of
all
CX

programs

outperform

others
by
600%.

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

Be
aware
that…

Out
of
100

customers
recall

and
share
a
good

CX.
96
rather

share
a
bad
one.

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

Emes
more
likely

to
recommend

you
if
your
CX

programs
focuses

on
what
happens

aWer
the
sale.

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

Customers
are…

Out
of
10
CX

programs
are
not

proﬁtable.

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

-‐ty
%
of
all

customers
suﬀer

from

“outsourced”
CX

components
(e.g.,

call
centers).

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

Out
of
10
CX

programs
leave

money
on
the

table
by
focusing

on
customer

acquisiEon.

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

Out
of
10
CX

program

managers
agree:

“Measuring
CX

with
NPS
and

saEsfacEon
is

insuﬃcient.”

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

Years
of

rigorous
CX

Research

backing
up

these
facts.

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

@ProfDrPhilKlaus

profdrphilklaus@gmail.com

#MeasuringCX

hHps://www.amazon.com/author/drphilcx

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From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world. With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively. The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage. Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience. See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers See the original article on Forbes here: http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b

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Did you know? 10 surprising Customer Experience (CX) facts from 10 years of research!

1. Measuring customer experience: how to develop and execute the most proﬁtable customer experience strategies Profdrphilklaus.com profdrphilklaus@gmail.com @ProfDrPhilKlaus #MeasuringCX

2. 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

3. Reason of CX failure: measuring the wrong things (What versus Why). @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX

4. nd most important strategic focus for CEOs worldwide. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX CX is the…

5. % of all CX programs outperform others by 600%. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX Be aware that…

6. Out of 100 customers recall and share a good CX. 96 rather share a bad one. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX

7. Emes more likely to recommend you if your CX programs focuses on what happens aWer the sale. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX Customers are…

8. Out of 10 CX programs are not proﬁtable. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX

9. -‐ty % of all customers suﬀer from “outsourced” CX components (e.g., call centers). @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX

10. Out of 10 CX programs leave money on the table by focusing on customer acquisiEon. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX

11. Out of 10 CX program managers agree: “Measuring CX with NPS and saEsfacEon is insuﬃcient.” @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX

12. Years of rigorous CX Research backing up these facts. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX

13. @ProfDrPhilKlaus profdrphilklaus@gmail.com #MeasuringCX hHps://www.amazon.com/author/drphilcx

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