Diseño del modelo de gestión de experiencia del cliente en la organización VID

Abstract

The customer experience is one of the most commonly used terms in the business world. The following research work aims to propose a customer experience management model for the VID organization; that facilitates an emotional connection between the organization and its customers, increase their satisfaction rates, loyalty, and income. It begins with a review of the most used definitions of customer experience, the differences between customer experience and user experience, the most used methodologies for the design of experiences, the prerequisites for the implementation of the management model, strategic benefits to take care of and improve the customer experience as a competitive advantage for organizations and a proposal of a management model with several stages, which include: verification of requirements, customer knowledge, analysis of total experience, design of prototypes and proposals for improvement for the current experience, the design of the desired experience and the description of the most commonly used metrics for measuring customer experience.