En este nivel se busca que comprendas no sólo qué es Experiencia de Cliente, sino la relevancia estratégica que tiene la disciplina. Además de abordar la importancia de poner al cliente en el centro de las acciones y decisiones de la organización. El nivel 1 contiene 11 cápsulas en formato video.
Importante
Nivel Content
NIVEL I
Cápsula 1 – Resultados de aprendizaje Nivel 1
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I - MÓDULO I - El servicio como fundamento en la Experiencia de Cliente
Cápsula 2 – Introducción al curso y contexto
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Cápsula 3 – ¿Qué es servicio y sus características?
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Cápsula 4 – El sistema de servicio y sus componentes
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MÓDULO II - La Experiencia de Cliente
Cápsula 5 – Qué es Experiencia de Cliente
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Cápsula 6 – Niveles de la Experiencia de Cliente
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Cápsula 7 – ¿Por qué es importante comprender la Experiencia?
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Cápsula 8 – ¿Cómo escuchar la voz del Cliente?
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Cápsula 9 – Indicadores de Experiencia
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Cápsula 10 – Ejemplos de Experiencia de Cliente
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Cápsula 11 – Cierre Nivel I
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Nivel II
Cápsula 1: Introducción a las herramientas de Experiencia de Cliente
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Cápsula 2: Mapa de Interacciones
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Cápsula 3: Arquetipos de clientes
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Cápsula 4: Customer Journey maps
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Cápsula 5: Mapas de empatía
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Cápsula 6: Programa Voz de Cliente
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Cápsula 7: Cierre de ciclo/Close the loop
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Cápsula 8: Service Blueprint
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Cápsula 9: Cierre Nivel II
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