Libro Customer Experience

Libro Customer Experience Luz Hernández

Libro de Customer Experience de Luz Hernández. A LA VENTA EN LAS WEBS DE EDITORIAL KOLIMA, AGAPEA Y AMAZON. Quedan muchos ejemplares. Si está agotado en alguna de ellas por el éxito que está teniendo, busca en otra. Lo encontrarás.

Guía práctica sobre cómo diseñar, implementar y medir las experiencias cliente explicado de forma muy didáctica y con decenas de ejemplos reales.

¿Por qué la Customer Experience para ti? Sí, para ti. No para otros. No para Zara, Nike, Ikea, Apple. NO¡¡ Para ti. La Customer Experience no va con el tamaño de compañía, ni con el sector. La Customer Experience, no va de invertir más: va de invertir mejor.

A todos aquellos que crean que ya son expertos en esta área les haría una pregunta: ¿han priorizado esa experiencia durante la crisis de la COVID19 por encima de la rentabilidad económica en el corto plazo?

Es en este entorno que este libro de Customer Experience adquiere especial sentido: una guía práctica sobre cómo abordar de una forma efectiva esta misión, explicando de forma muy didáctica y con un montón de ejemplos reales como convertir ese reto en una exitosa realidad.

Comienzo explicando qué es la Customer Experience, algo de lo que todo el mundo habla y pocos saben de qué va.

A continuación se detallan las 8 características que deben cumplir las Experiencias Cliente. Está salpicado de decenas de ejemplos y best practice de compañías de éxito. Es un libro descriptivo e ilustrativo que permite aprender de los mejores.

La Customer Experience no va de colocar un buen ambientador en tu tienda o felicitar a Juan por su cumpleaños. El tomar las decisiones de a quién, cómo y cuándo exige método. Por ello, en una tercera parte, te explico el método CX3C, una metodología que se ha aplicado en varias empresas y que se enseña en escuelas de negocio. Lo acompaño de casos prácticos reales para visualizarlo de una manera didáctica.

Si algo ha impactado a la Experiencia Cliente es la gestión de la covid-19. En este libro encontrarás relatos de personas anónimas, pero reales, que han vivido situaciones que han impactado directamente en la línea de flotación de la Customer Experience. Sus historias resonarán sobre ti y guiarán tu camino. Léelas y aprende de ellas.

El libro también contesta otra pregunta: ¿Por qué la Customer Experience? Para tener éxito con la Customer Experience, se debe convencer a otros. Por ello, te ofrezco argumentos para involucrar a otros.

Ya sólo queda ponerse. Seas consciente o no, cada día tus clientes y consumidores viven experiencias con tus marcas y todos los integrantes de tu compañía, directa o indirectamente, las crean.  ¿A qué esperas a hacerlo con método? Las experiencias se crean y son vividas por el cliente aunque tú no hagas nada por ello. Coge tú el control. El cliente te lo agradecerá y tu compañía también.

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