New Customer Experience Management - Why How Companies of Future Address Their Customers Needs

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.

List of contents

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

About the author

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.

Summary

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.

Product details

• Authors: Ivaylo Yorgov
• Publisher: Taylor & Francis Ltd.
• Languages: English
• Product format: Hardback
• Released: 30.11.2022
• EAN: 9781032313443
• ISBN: 978-1-0-3231344-3
• No. of pages: 136
• Subjects: Humanities, art, music > Psychology > Theoretical psychology; Non-fiction book > Psychology, esoterics, spirituality, anthroposophy > Applied psychology; Social sciences, law, business > Business > Advertising, marketing; Business & Economics / General, BUSINESS & ECONOMICS / Consumer Behavior, BUSINESS & ECONOMICS / Information Management, BUSINESS & ECONOMICS / Marketing / General, BUSINESS & ECONOMICS / Sales & Selling / Management, BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / Development / Business Development, Customer services