Repensar la experiencia del cliente

Name: Repensar la experiencia del cliente
Brand: Lid
SKU: 9789689721154
Price: 3073.0 INR
Availability: InStock

by Víctor M. González

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ISBN13: 9789689721154
Binding: Paperback
Subject: N/A
Publisher: Lid
Publisher Imprint: Lid
Publication Date: December 19, 2025
Pages: 298
Original Price: USD 27.5
Language: Spanish
Edition: N/A
Item Weight: 381 grams
BISAC Subject(s): Customer Relations

About The Book

Comprender la experiencia de los clientes no se limita a observar lo que ellos hacen, sino a descubrir lo que realmente buscan lograr. Repensar la experiencia del cliente propone mirar m�s all� de los comportamientos para entender las intenciones que gu�an cada decisi�n. En este libro, V�ctor Manuel Gonz�lez ofrece una mirada renovadora que combina profundidad conceptual con aplicaci�n pr�ctica, invitando a redise�ar la manera en que las organizaciones crean valor.Fruto de a�os de docencia, investigaci�n y consultor�a, el autor presenta el modelo MEPI(R) (Mapeo de la Experiencia a partir de las Intencionalidades), una metodolog�a que permite conceptualizar, medir y dise�ar experiencias desde la intencionalidad de los usuarios, respetando la libertad y motivaci�n humanas, y de una manera consistente y aplicada. A diferencia de los enfoques conductistas centrados en manipular comportamientos, el modelo parte del respeto al libre albedr�o y de la convicci�n de que la innovaci�n aut�ntica surge cuando las empresas ayudan a las personas a alcanzar lo que genuinamente desean.M�s que una teor�a, este libro es una invitaci�n a transformar la relaci�n entre las organizaciones y sus p�blicos. Repensar la experiencia del cliente propone un di�logo abierto, �tico y evolutivo sobre c�mo comprender y acompa�ar el progreso humano a trav�s de productos, servicios y experiencias que inspiren significado y prop�sito.

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