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Crossword Puzzle
Crossword Puzzle

Mapa de la experiencia del cliente

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Mapa de la experiencia del cliente

Crossword Puzzle

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About this activity

Recorrido del cliente de la atención a la promoción

Created by

Javier R. López Rodríguez
Javier R. López Rodríguez
Mexico

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Mapa de la experiencia del cliente
 

Crossword Puzzle

Mapa de la experiencia del clienteOnline version

Recorrido del cliente de la atención a la promoción

by Javier R. López Rodríguez
1

Representación visual de los movimientos del cliente al interactuar con una marca o negocio antes, durante y después de realizar o no la compra.

2

Conjunto de sensaciones e interacciones vividas por el usuario al interactuar con la marca.

3

Persona que realiza compras o podría realizarlas en una marca.

4

Trayecto que realiza el usuario desde el descubrimiento hasta la compra o fidelización.

5

Punto de interacción entre el usuario y la marca a través de diferentes canales.

6

Fase del recorrido donde ocurren acciones y decisiones del usuario.

7

Interacción de servicio al cliente durante la experiencia.

8

Interés generado por la marca que provoca la curiosidad o la preferencia.

9

Búsqueda de opiniones en línea sobre la marca. Comparación de precios.

10

Decisión de realizar una compra y convertirse en cliente.

11

Fase en que se busca la fidelización y recomendación a otros.

2
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