Finally we continue to focus on understanding how the customer experience evolves in spain and what its levers and best practices are. This year the dec bcg report has confirmed the growth and profitability of customer experience in companies and a new dec – daemon quest deloitte report has helped us better understand how to operationalize customer experience in our companies. In a few months we will have completed three years at dec. This is only the beginning together we will continue working to consolidate the customer experience in our country and in all our organizations. Happy we have an incredible year ahead of us.
Jorge martínez arroyo measurement methodologies in customer experience we close the cycle of articles on the five “I's” of “the customer wave®” with the fifth and last interpretation. Companies that want to achieve an excellent customer experience must listen to their customers and Graphics Design Service implement measurement methodologies to analyze the information they receive. Interpretation and action is an essential factor although it has not been given due importance until now . requires measuring interpreting and explaining the reception of the different actions and the improvement that they bring to the customer experience in order to quickly correct and perfect them.
Currently as shown in the investing in customer experience to grow report prepared by the dec association and the boston consulting group bcg it is the second indicator with the lowest level of development with an idec of . The ideal company takes advantage of the richness and diversity of the comments posted on social networks the website and call centers using text mining and voice mining tools to identify possible deficiencies. In addition it develops an alert system that allows it to identify potential areas of action before it becomes a problem and defines.
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