Experiencia del Cliente, or Customer Experience (CX), refers to the overall perception and interaction that a customer has with a brand or company throughout the entire duration of their relationship. This includes every touchpoint, from initial awareness and engagement through purchasing and post-purchase service.
Customer Experience encompasses various factors such as product quality, customer service, user interface, and the emotional response elicited during these interactions. It is a holistic view that highlights the importance of delivering positive and consistent experiences to enhance customer satisfaction, loyalty, and advocacy.
Businesses often focus on optimizing Customer Experience to differentiate themselves in competitive markets, improve retention rates, and increase customer lifetime value. By understanding customer needs and preferences, companies aim to create seamless and enjoyable interactions that foster long-term relationships.
En 2023, el creciente uso de tecnología avanzada cambió la forma en que las empresas se comunican con los clientes. Pero, ¿qué podemos esperar en la experiencia del cliente mientras…