Preview
  • Meaningful Measurement of the Customer Experience, 2nd Edition

  • House of the Customer
  • By: Greg Kihlstrom
  • Narrated by: Kenneth Montgomery
  • Length: 3 hrs and 54 mins

Prime logo Prime members: New to Audible?
Get 2 free audiobooks during trial.
Pick 1 audiobook a month from our unmatched collection.
Listen all you want to thousands of included audiobooks, Originals, and podcasts.
Access exclusive sales and deals.
Premium Plus auto-renews for $14.95/mo after 30 days. Cancel anytime.

Meaningful Measurement of the Customer Experience, 2nd Edition

By: Greg Kihlstrom
Narrated by: Kenneth Montgomery
Try for $0.00

$14.95/month after 30 days. Cancel anytime.

Buy for $14.95

Buy for $14.95

Pay using card ending in
By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Publisher's summary

Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do.

There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the Customer Experience. The book provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. It also provides a framework to create a system of meaningful measurement that can not only improve the customer experience by holistically looking at the customer journey, but provide a sustainable method for analysis and optimization with a more agile approach to continuous improvement. This provides internal teams with the metrics and justification they need to continue improving the customer experience, creates a collaborative, customer-centric culture aligned around common goals, and ultimately benefits the customers, who buy, buy more, buy more often, and tell others about their experiences.

This second edition of the book offers expanded commentary on best practices and the individual categories of measurement, as well as some new insights from thought leaders and experts. Drawing on Kihlström's experience working with top organizations, as well as dozens of interviews with Fortune 1000 customer experience leaders for this book and his podcast, The Agile Brand with Greg Kihlström, the secrets of planning, implementing, analyzing, and improving great customer experience in a sustainable way are demystified and made practical.

©2022,2024 The Agile Brand (P)2024 The Agile Brand
activate_Holiday_promo_in_buybox_DT_T2

What listeners say about Meaningful Measurement of the Customer Experience, 2nd Edition

Average customer ratings

Reviews - Please select the tabs below to change the source of reviews.