The New Customer Experience Management: Why and How the Companies of the Future Address Their Customers'...

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Ivaylo Yorgov

The New Customer Experience Management

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

Ivaylo Yorgov

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English

Routledge
11 November 2022

Customer services

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. For too long, companies have detached from customers after the moment of purchase and done post-sales service in a way that is reactive, generic, and not scalable.

Empowered by the boom in data availability and analytics, future-ready companies will offer their customers proactive personalized post-sales service and reap tangible benefits, including higher customer satisfaction and retention and less negative word of mouth – leading to increased sales and customer lifetime value. As the stories in this book demonstrate, companies like Amazon, Adobe, Garmin, and Liberty Global are leading the way, but companies do not have to be global giants to capitalize on the techniques presented in this guide. To excel at customer experience (CX) management, companies need to implement the best customer feedback and data collection and management practices, develop state-of-the-art analytical models, and have the willingness to act.

This book’s strong vision and actionable roadmap, illustrated with real-life success stories, make this a compelling read for CX and customer analytics leaders, practitioners, and students alike.

By: Ivaylo Yorgov
Imprint: Routledge
Country of Publication: United Kingdom
Dimensions: Height: 229mm, Width: 152mm,
Weight: 300g
ISBN: 9781032313412
ISBN 10: 1032313412
Pages: 136
Publication Date: 11 November 2022
Audience: College/higher education , Professional and scholarly , Adult education , Primary , Undergraduate
Format: Paperback
Publisher's Status: Active

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

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.

Reviews for The New Customer Experience Management: Why and How the Companies of the Future Address Their Customers' Needs Proactively

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