Customer-Centric Decisions
Voice of the customer, customer journey and design thinking
Written in Spanish. Original title: Decisiones Customer-Centric
Voice of the customer, customer journey and design thinking: how to listen to customers, understand their experience and test improvements quickly and cheaply, including with AI.
- PDF ebook · 22 pages
- Excel template included
- Sources and references
Contents
- 0How to use this kit
- 1Why companies stop listening to their customers
- 2Design thinking: what it is, where it comes from and what it isn't
- 3Listening: interviews, observation and surveys
- 4Organizing what you heard: empathy, affinity and jobs to be done
- 5Customer journey map
- 6Service blueprint: what the customer sees and what happens behind the scenes
- 7Defining the right problem
- 8Ideating and prioritizing
- 9Prototyping and testing cheaply, including with AI
- 10Measuring the experience: NPS, CSAT and CES
- 11Illustrative cases
- 12Common mistakes, workshop guide and glossary
What's included
PDF ebook
22 A4 pages in Spanish, with illustrative Latin American cases, a checklist and an appendix of sources and references.
Excel template
Santax-Plantilla-Customer-Centric.xlsx, with the ebook's example case filled in and the cells to complete clearly marked (in Spanish).
Delivery
After payment, the files are sent by email and remain available for download.
