Ivaylo Yorgov

The New Customer Experience Management

Why and How the Companies of the Future Address Their Customers' Needs Proactively

• Broschiertes Buch

Produktbeschreibung

A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers' needs in a personalized way.

Produktdetails

• Verlag: Taylor & Francis Ltd
• Seitenzahl: 136
• Erscheinungstermin: 11. November 2022
• Englisch
• Abmessung: 152mm x 228mm x 13mm
• Gewicht: 230g
• ISBN-13: 9781032313412
• ISBN-10: 1032313412
• Artikelnr.: 64633283

Autorenporträt

Ivaylo Yorgov is an award-winning customer experience and analytics leader with more than 15 years of experience. He is currently the Managing Director of GemSeek, a customer analytics company, helping his teams to support clients such as Philips, Liberty Global, Yara, Rockfon, Vodafone, Heidelberg Cement, and Signify.

Inhaltsangabe

Introduction Section 1: The Foundations of Proactive Personalized Post-Sales Service (PPPS) 1. Value-Creation: A Framework for Marketing 2. The Power of Proactive Personalized Post-Sales Service 3. The Limitations of the Existing Post-Sales Service Initiatives Section 2: A Roadmap for Proactive Personalized Post-Sales Service 4. Is Human Behavior Predictable? 5. Roadmap Step 1
Kick-Off : Set Goals, Plan, and Get Buy-In 6. Roadmap Step 2
Input: Collect Customer Feedback 7. Roadmap Step 3
Input: Collect Customer Data 8. Roadmap Step 4
Understanding: Analyze the Data 9. Roadmap Step 5
Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly 10. Roadmap Step 6
Scale-Up: Expand Your Initiatives to Your Full Customer Base 11. Challenges in Designing and Running Proactive Personalized Post-Sales Service Programs Recap Supplemental Material Index