Dr Phil Klaus
|Professor of Customer Experience and Marketing Strategy ESCEM School of Business and Management
|Dr Philipp “Phil” Klaus is Professor of Customer Experience and Marketing Strategy, founder of Dr. Phil Klaus & Associates Consulting, and holds multiple visiting professorships around the globe. His areas of expertise include customer experience strategy and management, customer experience quality, marketing strategy, the influence of marketing activities and customer experience on consumer behavior and the financial performance of organizations. His award-winning research has appeared in a wide range of journals, including the Journal of Service Management, Journal of Strategic Marketing, Journal of Services Marketing, Journal of Marketing Management, International Journal of Market Research, Journal of Retailing and Consumer Services, etc. Phil is a frequent keynote speaker at public and in-company seminars and conferences around the world. He is an experienced senior marketing manager and management consultant with an active, international portfolio of Blue-Chip clients from the financial services, retail, luxury goods and the energy sectors, for whom he advises on customer experience strategy, profit enhancement, customer behavior, best practice and business development.