Examinando por Materia "Customer journey map"
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Ítem Análisis comparativo de experiencia de cliente de Amazon marketplace y Mercado Libre(Universidad EAFIT, 2023) Rodríguez Betancur, Maria Antonia; Londoño Vélez, Natalia; Giraldo Hernández, Gina MaríaWith the Internet evolving, people are more connected than ever, living a digital lifestyle. Selling online has become crucial for companies to grow. To succeed in the online world, providing a great shopping experience is a must. That's why we needed to conduct a study to find out the best customer experience practices from big marketplaces like Amazon and Mercado Libre that can be applied to the e-commerce industry. We researched consumer trends from just before the pandemic (2019) up until now (2023) to understand how important the digital world is to people. We looked into e-commerce and customer experience literature and interviewed experts and shoppers to learn about their buying experience on the mentioned marketplaces. Based on all this info, we did a side-by-side analysis of the buying experience on these two sales channels and identified key factors for online success.Ítem Diseño de la experiencia de usuario del cliente de servicios de ingeniería de consulta : caso Integral S.A(Universidad EAFIT, 2020) Buitrago Duque, Sofía; Mejía Gil, María ClaudiaÍtem Diseño del servicio en el negocio de las fintech : PaoPresta(Universidad EAFIT, 2021) Betancourt Villamil, Paola Andrea; Cárdenas González, Yeffer Alberto; Giraldo Hernández, Gina María; Cadavid López, Ángela MaríaFinancial services have changed over the world. Currently, there are more companies that provide financial services through technological tools, without being a bank, which are known as fintech. PaoPresta is a Colombian fintech that lends up to 300.000 COP for a maximum 30 days. Nowadays, it has 46 VIP clients. Due to the knowledge of these VIP clients, a better market segmentation is sought. At the same time, through the Service Design, the retention of these clients is expected, and offering an optimal experience for users, will allow to consolidate a unique value proposition in the fintech market.Ítem Experiencia de compra de equipos de medición para la industria de construcción en Bogotá(Universidad EAFIT, 2020) Londoño Laserna, Neyla Jeannelle; Posada Alvarez, Mariana; Acevedo Mejia, Erika Cristina; Asuad Serna, Maria AntoniaThe urbanization is a megatrend. It is considered that by 2030 a large part of the population will be settled in cities and therefore will demand infrastructure resources. In Colombia, Bogotá's participation in the construction sector is evident with 40% over the rest of the country. In this context, small and medium sized companies denominated in Colombia as SMEs, distributors of measurement equipment, face a big challenge in the market. Thus, the objective of this research is to describe the experience in the procurement process, with an emphasis on touchpoints, by companies that demand construction measurement equipment. In addition, the expectation is to contribute to SMEs that do Business to Business (B2B) marketing and require to know the procurement process of their customers, to apply efficient marketing strategies. Regarding the target audience, this work is oriented to the people in charge of the acquiring process in construction companies, who will be interviewed to capture the information that will be the primary source of this research.Ítem Leads de la oportunidad a la venta : propuesta metodológica para potenciar la compra de vehículos en Bogotá a partir de prospectos digitales(2020) Vega Parra, Leonardo; Román López, Nathalia; Monroy Osorio, Juan CarlosVehicle purchasing process is migrating to an accelerated way towards the digital worlds, due to consumers are informing themselves before making a purchase or attending a point of sale. In Bogota, sales presential demand and call is decreasing, and every day is strengthened the request of information or vehicle quotation through digital channels, that the automotive industry release to the customers: search engines, social media, peer to peer chats, forms, web sites, landing pages. The issue takes place when volume prospects are reached, delivered as leads but not transformed into effective sales. The objective in this research is to design a methodology through a customer experience map, to increase commercial management of prospects vehicles with digital origin to the automotive industry in Bogota; man and women above 18 years old were used as study subjects, located in the city of Bogotá and near towns, that possess a vehicle or desires or have been participants in a correspondent purchase process. Deep structured interview was the qualitative methodology chosen to recollect and analyze data. It is expected to apply the proposed methodology in a vehicle dealer of the Chevrolet brand in the city of Bogota.