"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
