Los 100 errores de la experiencia de cliente (Divulgación) (Spanish Edition) Book PDF, ePub eBook

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Book Descriptions:
Trabajar en Experiencia de Cliente no tiene que ver con la bondad del ser humano. Es obvio que a todos nos gusta hacer feliz a la gente, pero no suele ser nuestro trabajo. Sin embargo, si la felicidad del cliente se torna en rentabilidad: ¡ese sí es nuestro trabajo! Y es que, según todos los estudios e investigaciones, hay una correlación, casi perfecta y positiva, entre invertir en Experiencia de Cliente y la rentabilidad empresarial.
En este libro se han analizado los errores más comunes en la Experiencia de Cliente y Gestión del Servicio, planteando soluciones preventivas que eviten dichos problemas, dichos errores.
Se ha intentado hacer un libro innovador, desde el punto de vista gráfico y del continente. Es una obra que se puede leer, de forma complementaria, haciendo uso de los materiales existentes en la web www.100erroresexperienciacliente.com y que se completa con vídeos, a modo de píldoras breves y concisas. Todo con un enfoque pragmático que parte del concepto de la rentabilidad de la Experiencia.
A lo largo de la obra encontrarás soluciones para:
• Mejorar la organización del servicio.
• Gestionar mejor la experiencia del cliente.
• Gestionar las relaciones con los clientes y la comunicación.
• Mejorar la experiencia del cliente durante la venta.
• Gestionar, por supuesto, la Atención al Cliente.
El texto que tienes en las manos es el resultado de 25 años de carrera profesional en Experiencia de Cliente en empresas punteras del sector servicios, y de entrevistas en profundidad realizadas a destacados profesionales del Servicio al Cliente.
Es rentable prevenir los errores en Experiencia de Cliente.

Los 100 errores de la experiencia de cliente (Divulgación) (Spanish Edition) by Juan Carlos Alcaide Casado

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