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CX: Verdadero o Falso sobre la Experiencia de Cliente

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CX: Verdadero o Falso sobre la Experiencia de Cliente

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Quiz corto sobre fundamentos de CX y Renfe

Created by

Natalia Gómez
Natalia Gómez
Spain

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CX: Verdadero o Falso sobre la Experiencia de Cliente
 

CX: Verdadero o Falso sobre la Experiencia de ClienteOnline version

Quiz corto sobre fundamentos de CX y Renfe

by Natalia Gómez
1

La Customer Effort Score (CES) mide la satisfacción general del cliente, no el esfuerzo en resolver un problema.

2

El Net Promoter Score (NPS) se calcula restando el porcentaje de promotores al porcentaje de neutros.

3

La Experiencia de Cliente se identifica con las siglas CX, que significan Customer Experience.

4

La transformación cultural es una palanca para avanzar en la Experiencia de Cliente.

5

La Experiencia de Cliente se limita a las interacciones durante la compra y no contempla todo el recorrido del cliente.

6

La era de la información aparece antes de la era de la producción en la historia de CX.

7

El Grupo Renfe tiene más de 80 años de historia.

8

Starbucks fue un ejemplo de la Era de la Producción en la evolución histórica.

9

En Renfe trabajan aproximadamente 16.000 personas.

10

Uno de los pilares para priorizar la Experiencia de Cliente es el foco en el Cliente.

 
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