Diseño de un mapa de experiencia de clientes crédito persona natural para 2015

Abstract

In the following presentation, we propose an articulated design method based on customer experience or also known as CUSTOMER EXPERIENCE in the internal process of credit to individuals applied for 2015 at a financial institution, such as service model. It looks to guide the face to all customers who want loans are informed of developments occurring with your application for credit, with this instrument, in an exceptional way, fast, skilled and comprehensive, The idea is that they do not feel one more, but rather to perceive and feel a one to one, to measure and take ownership of your case, playing him and treating him as an only segment. Map of customer experience, must be analyzed and formulated as implemented as a dynamic and not static situation, always reflexively reacting to the results and the needs of users, with the instrument, transcend to a new level: priorities each client. The process is built about creating with actual customer experiences, most recall the recommendation and cause him voice to voice of the customer who has purchased the product (personal credit). Through this resource may disclose to him word of mouth, property and business services, change the concept of a brand with high favorability and of course attract more customers The fruit of exceptional service and the best "Customer Experience “ is the production of echo resonance brand and company and products. This is accomplished through the execution and implementation of a tool. The "word mouth" is a marketing technique and service that structure, operationally deployed and implemented many companies to position their brands and reach different markets, with the best credentials to customers and the best customer experience. This tool is based on the good opinion that transmit (orally) consumers of a product or service to others-Word of mouth-.