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.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
Copyright information
© 2015 Philipp Klaus
About this chapter
Cite this chapter
Klaus, P. (2015). The Devil Is in the Details – Only What Get Measured Gets Managed. In: Measuring Customer Experience. Palgrave Macmillan, London. https://doi.org/10.1057/9781137375469_7
Download citation
DOI: https://doi.org/10.1057/9781137375469_7
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-47734-0
Online ISBN: 978-1-137-37546-9
eBook Packages: Palgrave Business & Management CollectionBusiness and Management (R0)