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Concluding Thoughts

In: Measuring Customer Experience

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  • Philipp Klaus

Abstract

It’s time to reflect and ask, “Did Measuring Customer Experience deliver (the experience) I was looking for?” We started by stating that we are entering the CX age – an era where customers call the shots and success will be based on how well firms can rise to meet customer demands and expectations. Only firms that deliver desired customer experiences will survive in the next competitive battleground. But how can this be achieved?

Suggested Citation

  • Philipp Klaus, 2015. "Concluding Thoughts," Palgrave Macmillan Books, in: Measuring Customer Experience, chapter 0, pages 114-118, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-37546-9_9
    DOI: 10.1057/9781137375469_9
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