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

This book provides a comprehensive guide to designing and implementing a future-proof post-sales service program that is personalized and proactive, focusing on addressing customers' needs in a scalable way. Companies that adopt these techniques will experience higher customer satisfaction, retention, and word of mouth, leading to increased sales and customer lifetime value.

Format: Hardback
Length: 136 pages
Publication date: 11 November 2022
Publisher: Taylor & Francis Ltd

This comprehensive guide delves into the realm of designing and implementing a future-proof post-sales service program that is centered around proactively addressing customers' unique needs in a personalized manner. For far too long, companies have neglected to maintain a meaningful connection with their customers after the purchase, resulting in reactive, generic, and non-scalable post-sales service approaches. However, with the advent of data availability and advanced analytics, forward-thinking companies are poised to revolutionize the way they engage with their customers post-purchase, offering them proactive, personalized post-sales service that yields tangible benefits.

By leveraging the power of data, these future-ready organizations will be able to elevate customer satisfaction and retention rates, while simultaneously reducing negative word-of-mouth and driving increased sales and customer lifetime value. As evidenced by the inspiring stories featured in this book, companies of all sizes can capitalize on the techniques outlined herein, regardless of their global footprint. To excel in customer experience (CX) management, organizations must adopt the most effective practices in customer feedback and data collection, develop cutting-edge analytical models, and possess the willingness to act on the insights derived from these efforts.

This book offers a compelling vision and actionable roadmap, supported by real-life success stories, making it an essential read for CX and customer analytics leaders, practitioners, and students alike. By embracing the principles outlined herein, companies can establish a strong competitive advantage and create a loyal customer base that will remain committed to their brand for years to come.

Weight: 320g
Dimension: 158 x 236 x 14 (mm)
ISBN-13: 9781032313443