SECOND EDITION NOW AVAILABLE
Meaningful Measurement of the Customer Experience
The book by Greg Kihlström, best-selling author of The Center of Experience
With a Foreword by Greg Melia, CEO of the Customer Experience Professionals Association (CXPA)
Meaningful Measurement of the Customer Experience provides the processes, methods, and tools to measure, analyze, and improve customer experience within the enterprise.
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.
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 World with Greg Kihlström, the secrets of planning, implementing, analyzing, and improving great customer experience in a sustainable way are demystified and made practical. The book also features a foreword by Greg Melia, CAE, the CEO of the Customer Experience Professionals Association (CXPA).
Meaningful Measurement of the Customer Experience is Kihlström’s eighth book, following The Center of Experience (2020), and his Agile series, which started with 2016’s The Agile Web, followed by The Agile Brand (2018), The Agile Consumer (2019), and The Agile Workforce (2021).
Meaningful Measurement of the Customer Experience is now available in print and as an ebook from Amazon and Barnes & Noble, and as an ebook from Apple Books.
Praise for Meaningful Measurement of the Customer Experience:
“Practical and actionable advice on how even seasoned experts can rethink the way they measure and continuously improve their CX.”
“Meaningful Measurement of the Customer Experience provides insights on how to measure the things that truly matter within the customer experience. The book then takes things a step further by giving a playbook that companies of any size can use to plan, create, and optimize their CX measurement efforts for success.”
“Greg Kihlström’s new book “Meaningful Measurement of the Customer Experience” explores the methods currently being used by companies to measure experience, along with potential shortcomings that can be encountered relying on them. In it, he explores such questions as, “Does the data we passively collect and actively seek really give us a better understanding of the worlds in which our customers live, or do we construct a false sense of security around what it tells us?” With CX undergoing greater growth and visibility, it is a good time to revisit the methods we use to capture those experiences. ”
Keynote Speaker on MarTech, AI, and Digital Transformation
The Agile Brand’s Greg Kihlström speaks internationally about the issues that are top of mind for marketing and CX leaders and their teams.