CX Factor

Back in 1997, Jim Carrey starred in what would ultimately be his best comedy: Liar, Liar. It recounts the adventures of an ambitious unscrupulous lawyer who did not shake his hand to lie when taking advantage by exaggerating and distorting reality in order to achieve a favorable verdict to win a trial. His son Max, who was soon to be five years old, was tired of his lies, and on the night of his birthday he made a wish: that his father cannot lie for a full day. From that moment, the lawyer begins a course of situations that he must face by telling the truth purely and exclusively, even when he tirelessly tries to lie, but he cannot do it by force of his son's wish that was being fulfilled. In this way, different people get to know who the lawyer really is and what he really thinks and does around his profession, and even in his personal life, reacting accordingly. For the record, I was very careful not to generate any spoilers, and if someone still couldn't see th...

La experiencia del cliente es la que define el rumbo de sus decisiones, la que determina su lealtad hacia una marca basado en su satisfacción, y en ese sentido es particularmente importante el rol que juega el Customer Service como generador de experiencias positivas (y negativas...) al cliente. Cuando hablamos de Customer Service nos referimos al servicio de atención al cliente de una empresa, también conocido como Customer Care, Caring, Posventa, Front Service, etc. Entonces habrá que procurar medir esa experiencia para luego poder analizar los resultados y determinar el impacto del Customer Service en las preferencias del cliente hacia un producto o servicio, todo esto como fuente de información para la correcta toma de decisiones. Distintas metodologías de medición se han generado para tratar de comprender y mensurar la experiencia del cliente. Sin ánimo de ser una enumeración taxativa, podemos destacar entre otras: NPS (Net Promoter Score) es un indicador que intent...