The journeys are associated with these people

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They do not exist if they are not linked to these segments. At this time it is important to review our list of people, a list that is not static, but can vary as the situation or environment changes. Thus, many older people did not make their purchases online and due to confinement they have had to get used to this channel; from now on, your purchases will alternate visiting the supermarket with online shopping: mixed or blended models appear. It is important to check if new groups of customers have emerged and if it is necessary to review current journeys or create new ecustomer journeys to retain them. Unified brand image across all channels. We have to transmit closeness, empathy, create connections with clients, being sensitive to the situation we are going through. Therefore, we must focus on communication, on the messages that are transmitted. The objective is that the customer experience through one of our face-to-face contact points is the same as through a digital channel. Review of contact points, especially digital ones. And when we talk about digital we are not only referring to online, but to those where we can apply digital technology.

For example, in a store: social distancing apps, mask detection, payment apps, etc. Listen to the client. More than ever, we must enable channels to listen to what our clients want to convey to us, whether positive or negative. In this way, we can be informed of the problems that our clients are encountering and the changes they are experiencing: if we know them, we can react in time. Agility in the development of new opportunities. The final objective of the ecustomer Netherlands Mobile Number List journey is to detect opportunities for improvement in our business that optimize our customers' experience. We have to have platforms that allow us to react quickly and be as flexible as possible. Finally, we should highlight that we must always start by designing an appropriate customer experience strategy. It is a mistake to design a technological plan without first having a clear strategy; there is no point in collecting data and more customer feedback data if we are not clear about what to do with it. As steve jobs said, “you have to start with the customer experience to get to the technology, and not the other way around.




Enrique Bravo Abuasale, Vice President for Latin America of Medallia, gave an interview to the WOW! blog. Customer Experience, to share with our readers his vision on this topic. Cost of losing customer Interview with Enrique Bravo Abuasale Cost of losing a client With Bravo we talk about the paradigm changes that are coming, how companies will be able to adapt to this transformation, and what role the company he leads plays in our continent, in this new era. This is what he answered us: WOW!: What role does customer experience play in Medallia's business strategy? EB: Medallia lives for Customer Experience Management through the most innovative platform. He has collaborated with the world's leading organizations to focus their business decisions on people and deliver business results.