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Semana 2: Comportamiento y Valor del Cliente

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Semana 2: Comportamiento y Valor del Cliente

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Rumbo al tema de valor y decisiones

Created by

Yazmin Tirado
Yazmin Tirado
Peru

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Semana 2: Comportamiento y Valor del Cliente
 

Semana 2: Comportamiento y Valor del ClienteOnline version

Rumbo al tema de valor y decisiones

by Yazmin Tirado
1

¿Qué enfoque del comportamiento del consumidor se centra en incentivos económicos y utilidad racional?

2

¿Qué concepto define la proposición de valor que la empresa ofrece al cliente?

3

¿Qué métricas son centrales para medir CX en la cadena de valor?

4

¿Cuál componente es crucial en la creación de valor basada en la experiencia?

5

¿Qué pregunta ayuda a definir una propuesta de valor centrada en CX?

Explicación

El enfoque económico destaca la maximización de utilidad y costos. Los otros enfoques priorizan valores sociales o emociones.

La propuesta de valor resume beneficios únicos para el cliente.

Las métricas clave de CX evalúan experiencia, satisfacción y fidelidad.

La experiencia del cliente impulsa percepción de valor y lealtad.

La pregunta debe conectar experiencia resolutiva con beneficios para el cliente.

 
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