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Tema 4: Experiencia del Cliente (Customer Experience - CX)

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Tema 4: Experiencia del Cliente (Customer Experience - CX)

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About this activity

Comprender la Experiencia del Cliente (CX) como un proceso estratégico generador de valor, identificando sus etapas y su impacto en la lealtad dentro del mercado local.

Created by

Jhon Rosado
Jhon Rosado
Ecuador

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Tema 4: Experiencia del Cliente (Customer Experience - CX)
 

Tema 4: Experiencia del Cliente (Customer Experience - CX)Online version

Comprender la Experiencia del Cliente (CX) como un proceso estratégico generador de valor, identificando sus etapas y su impacto en la lealtad dentro del mercado local.

by Jhon Rosado
1

¿Personalizar el producto o servicio según las necesidades del cliente ayuda a crear valor y fidelidad?

2

¿La escucha activa consiste únicamente en oír lo que el cliente dice sin necesidad de interpretar sus emociones o necesidades?

3

¿Es la creación de valor un factor determinante para la supervivencia de las microempresas y emprendimientos ecuatorianos?

4

¿Es posible que un cliente tenga una mala experiencia (CX) incluso si el producto que compró es de buena calidad?

5

¿El Marketing Relacional se enfoca más en retener a los clientes actuales que en adquirir constantemente clientes nuevos?

6

¿Un cliente que presenta una queja debe ser visto como un problema sin solución para el departamento de ventas?

7

¿La Experiencia del Cliente (CX) es exactamente lo mismo que el Servicio al Cliente tradicional?

8

¿La postventa y el seguimiento son pasos opcionales que no influyen en la lealtad del consumidor?

9

¿El "Customer Journey" o Viaje del Cliente comienza únicamente en el momento en que el cliente paga por el producto?

 
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