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Froggy Jumps
Froggy Jumps

Experiencia del Cliente: Fundamentos

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Experiencia del Cliente: Fundamentos

Froggy Jumps

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About this activity

Quiz sobre servicio al cliente y experiencia

Created by

Alfredo Escobar García
Alfredo Escobar García
Mexico

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Experiencia del Cliente: Fundamentos
 

Froggy Jumps

Experiencia del Cliente: FundamentosOnline version

Quiz sobre servicio al cliente y experiencia

by Alfredo Escobar García
1

¿Qué son los momentos de verdad en el servicio?

2

¿Qué mejora la gestión de la experiencia del cliente?

3

¿Qué es el 'Marco de las 5 I' en el servicio?

4

¿Qué describe un Service Blueprint?

5

¿Qué es ROI en experiencia del cliente?

6

¿Qué significa diseñar la propuesta de valor?

7

¿Qué busca la 'mapa de experiencia del cliente'?

8

¿Qué es el 'touchpoint matrix'?

9

¿Qué se entiende por empoderamiento de empleados?

10

¿Qué implica la gestión de comunicaciones internas?

11

¿Qué es el ciclo de servicio?

12

¿Qué se busca con 'Saber escuchar' en CEM?

13

¿Qué papel juega la garantía en servicio al cliente?

14

¿Qué se entiende por 'experiencia guiada'?

15

¿Qué aporta la innovación en servicio?

 
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