Ivaylo Yorgov

The New Customer Experience Management

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

• Gebundenes 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 customersâ needs in a personalized way.

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Produktdetails

• Verlag: Taylor & Francis Ltd
• Seitenzahl: 136
• Erscheinungstermin: 11. November 2022
• Englisch
• Abmessung: 229mm x 152mm x 10mm
• Gewicht: 320g
• ISBN-13: 9781032313443
• ISBN-10: 1032313447
• Artikelnr.: 64650780

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

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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

Rezensionen

"If you are doubting your CX initiatives, then this is the book for you! It describes a well-researched and clearly thought out process to proactively support customers achieve their real goals, creating value and thereby genuine satisfaction. Read this book if you dare to be a radical agent of change!"

- Matthew Tod, Former leader of PWC Customer Consulting

"At last, a step-by-step guide to delivering real-world revenue from long under-utilised customer experience data. When implemented well Yorgov's approach is proven to noticeably raise customers' experience, positively impact tenure and increase recommendations."

- Iain Bell, Former Director, Client Data Services at Afiniti, Director Customer Analytics at Liberty Global, and Head of Customer Intelligence at BSkyB

"Ivaylo Yorgov's book offers fascinating insights into how to strengthen the bond between you and your customers. It's a "must read" for managers and CX practitioners who want to ensure that customers remain loyal, even after the sale!"

- Michael Brandt, CCXP, Founding Member and Ambassador of the European Customer Experience Organization (ECXO), ex-Group Vice President - Customer Experience at ABB