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The Devil Is in the Details – Only What Get Measured Gets Managed

In: Measuring Customer Experience

Author

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  • Philipp Klaus

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.

Suggested Citation

  • Philipp Klaus, 2015. "The Devil Is in the Details – Only What Get Measured Gets Managed," Palgrave Macmillan Books, in: Measuring Customer Experience, chapter 0, pages 81-101, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-37546-9_7
    DOI: 10.1057/9781137375469_7
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