Is Dissatisfaction the opposite of Satisfaction?
Although customer dissatisfaction is often considered the opposite of satisfaction, in reality they are not completely opposite. Satisfaction implies that the customer’s expectations have been met or exceeded, while dissatisfaction arises when those expectations are not met. However, there are also neutral experiences, where the customer is neither satisfied nor dissatisfied, simply indifferent. Additionally, a […]
Key Trends in Customer Experience for 2025 in Latin America
Shaping the Future of Customer-Centric Strategies! As the business landscape continues to evolve at a rapid pace, customer experience (CX) remains a pivotal factor in driving success. In Latin America, businesses are increasingly recognizing the importance of delivering exceptional CX to gain a competitive edge. The year 2025 heralds a new era of customer-centric strategies, […]
Preparing for Future Trends in Customer Experience
Strategies for 2025 and Beyond 1. Embrace Digital Transformation As digital transformation continues to reshape industries, companies must adopt and integrate new technologies to enhance customer experiences. Investing in advanced analytics, artificial intelligence, and cloud computing can streamline operations, improve customer interactions, and offer personalized services. Businesses should focus on creating seamless omnichannel experiences that […]
We believe CX is not a onetime celebration! Everyday tips for showing your impact
October 1st. marks CX Day, an annual global celebration by the Customer Experience Professionals Association (CXPA) of companies creating great experiences for their customers and the people who work tirelessly to enhance interactions and optimize touchpoints day-in and day-out. The theme for 2024 is ‘Good CX delivers better outcomes for customers, employees, and their organizations’, […]
What if companies don’t care about Customer Experience? “WHAT IF” Series
Let’s put ourselves in the shoes of the customer: For you, as a customer or consumer, how important is to have a good customer experience when buying or when consuming goods or services from a vendor? When visiting a restaurant? When needing assistance remotely or in person? How do you feel when you have to […]
What if a company neglects Customer Experience? “WHAT IF” Series
How do you feel when you are treated badly as a customer? When your voice is not heard…! When your problem is not solved! When you feel simply ignored….! In a previous publication, we remarked on the importance of Customer Experience, and we stated that all studies performed by industry experts show that customer experience […]
What if a company wouldn’t have customers? “WHAT IF” Series
Can a business run without customers? Can it succeed? No, a business cannot run successfully without customers. Customers are the foundation of any business, as they provide the revenue necessary to sustain operations, grow, and generate profit. Here’s why customers are essential: 1. Revenue Generation Sales and Income: Customers purchase products or services, generating the […]