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Barbara de Larrañaga
Marketing Online
Marketing Online
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Documento PDF, sobre Indicadores de la experiencia del cliente, especialmente útiles en el sector de la atención al cliente:

FCR (First Contact Resolution)
Customer Satisfaction Index
Customer Profitability Score

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For customer experience strategy to come to life, it’s essential to engage the hearts and minds of employees across your company. And yet everyone is busy with day-to-day work and pressures that tend to obscure consistent mindsets and involvement in making customer experience excellence a way of life. In this Hangout we’ll discuss how to simplify the sometimes daunting evolution toward a customer-centric culture.

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¿Cómo construir una estrategia multicanal y no perder clientes en el camino?

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