The New Customer Experience Management
Routledge (Verlag)
978-1-032-31341-2 (ISBN)
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.
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.
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
| Erscheinungsdatum | 25.10.2022 |
|---|---|
| Zusatzinfo | 2 Line drawings, black and white; 2 Halftones, black and white; 4 Illustrations, black and white |
| Verlagsort | London |
| Sprache | englisch |
| Maße | 152 x 229 mm |
| Gewicht | 300 g |
| Themenwelt | Geisteswissenschaften ► Psychologie ► Allgemeine Psychologie |
| Mathematik / Informatik ► Informatik ► Datenbanken | |
| Mathematik / Informatik ► Informatik ► Theorie / Studium | |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| ISBN-10 | 1-032-31341-2 / 1032313412 |
| ISBN-13 | 978-1-032-31341-2 / 9781032313412 |
| Zustand | Neuware |
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