Experiencia Cliente

Experiencia Cliente

Try Gamifying Feedback Recollection – Make it Fun for the Customer馃ぉ

In order to exceed the customer鈥檚 expectations, you must know those expectations; and for that, you need to constantly collect customer feedback.聽 Yet, in today’s world, customers often feel overwhelmed by frequent requests for feedback (at least I do), making it challenging to obtain genuine insights. Enter Feedback Gamification 鈥 an innovative approach that turns […]

Try Gamifying Feedback Recollection – Make it Fun for the Customer馃ぉ Leer m谩s 禄

Get a Sense of What the Customer is Feeling with Sentiment Analysis

Let’s begin by acknowledging that not all customer opinions or sentiments are entirely logical. Sometimes, we’re left pondering questions like, 芦Why did the customer act that way?禄, 芦What prompted their reaction?禄, or 芦Why didn’t they like that product or service?禄 Customer experience management is challenging because it revolves around perception, and perception isn’t an exact

Get a Sense of What the Customer is Feeling with Sentiment Analysis Leer m谩s 禄

CX Tip – Encourage Employess to Break the Rules

It is known that the adherence to established procedures is the backbone of efficiency and reliability. However, an emerging trend is challenging this norm: empowering employees to make autonomous decisions that may bend or even break these traditional rules, especially when it leads to enhanced customer experiences. When employees are empowered, the customer鈥檚 experience is

CX Tip – Encourage Employess to Break the Rules Leer m谩s 禄

Gamify the Customer Experience

Customer engagement is key in customer experience. Customers who are actively engaged tend to exhibit greater motivation and loyalty towards a brand, feel a stronger sense of social connection, and are more inclined to offer detailed feedback. An important tool to get customers engaged is gamification. Introducing elements of gamification such as points, badges, or

Gamify the Customer Experience Leer m谩s 禄

Personalize, but Not Just With Names

Personalization has become more than a buzzword鈥攊t’s a cornerstone of a good customer experience. However, true personalization goes well beyond the mere use of a customer’s name. It involves crafting experiences that resonate on a deeper level, tailored to individual preferences, past interactions, and even subtle cues like browsing behavior. Effective personalization allows you to

Personalize, but Not Just With Names Leer m谩s 禄

Utilizing the Power of Customer Communities: a New Paradigm in CX

Businesses are continuously seeking innovative ways to connect with customers. One strategy that stands out as very effective is the utilization of customer communities. By fostering interactive forums and social media groups, companies can cultivate a sense of belonging among customers, transforming them from passive consumers to active community members. This approach not only enhances

Utilizing the Power of Customer Communities: a New Paradigm in CX Leer m谩s 禄

The Holy Grail of Customer Experience: Brand Advocates

I am truly amazed when I observe how some customers transform into enthusiastic fans of a brand. Brands like Apple, Nike, Amazon, and Starbucks have successfully cultivated such fans, also known as brand advocates. These advocates are more than just customers; they could be employees, business partners, or fervent supporters who’ve formed a strong bond

The Holy Grail of Customer Experience: Brand Advocates Leer m谩s 禄

Navigating the CX Terrain: Should Marketing Lead the Charge?

I’ve frequently observed that Customer Experience (CX) initiatives often originate in, or are delegated to, the marketing department. Given their extensive knowledge of customers, markets, and competition, it seems logical to entrust CX efforts to marketing professionals. However, the effectiveness of this approach can vary significantly. There are both advantages and disadvantages to having the

Navigating the CX Terrain: Should Marketing Lead the Charge? Leer m谩s 禄

The Pitfalls of Being NPS-Centric

鉀擳he Pitfalls of Being NPS-Centric鉀 NPS is a good CX metric; however, some organizations become too obsessed with NPS, so much so, that the objective is the metric and not what it represents. Overemphasizing NPS can lead to several issues: it may result in an incomplete understanding of the customer’s overall experience and emotions, lead

The Pitfalls of Being NPS-Centric Leer m谩s 禄

What is Customer Experience Agility?

Customer Experience Agility refers to an organization’s capability to swiftly and effectively respond to the continuously evolving needs of its customers. Today’s consumers have less patience for unmet needs, making it crucial for organizations to promptly recognize and adapt to changes in customer preferences. Achieving agility in customer experience demands collaborative teamwork, empowered teams and

What is Customer Experience Agility? Leer m谩s 禄