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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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The New Customer Experience Management - Why and How the Companies of the Future Address Their Customers' Needs Proactively (Hardcover)
Loot Price: R3,699
Discovery Miles 36 990
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The New Customer Experience Management - Why and How the Companies of the Future Address Their Customers' Needs Proactively (Hardcover)
Expected to ship within 9 - 15 working days
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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.
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