Repositorio Institucional Universidad EAFIT ::Examinando por Materia "Experiencia del cliente"

Examinando por Materia "Experiencia del cliente"

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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 María
With 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.
Análisis de incidentes críticos del servicio de transporte para una empresa de logística
(Universidad EAFIT, 2018) Agudelo Rodríguez, Santiago; Muñoz Molina, Yaromir
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 Claudia
Diseño de un modelo de gestión de la experiencia del cliente para el área de fortalecimiento empresarial de la Cámara de Comercio de Cúcuta
(Universidad EAFIT, 2023) Cabeza Contreras, Jaice Rossi Carolina; Bedoya Jiménez, Julián Esteban; Giraldo Hernández, Gina María
The objective of this degree work is to design a management model for the customer experience of the Business Strengthening area of the Cucuta Chamber of Commerce in order to achieve customer/user satisfaction with the services, processes and projects provided. The methodology was worked with semi-structured interviews with an internal expert and clients/users, as well as with the documentary review of the procedures and tools that the Business Strengthening area already had. The results that were obtained allowed us to understand the main objective of the Business Strengthening area and where it wants to go in terms of customer experience management, thus obtaining the input for the design and development of the management model proposal for the customer experience. Finally, the management model proposal for the customer experience was designed, which will help manage a cycle of continuous improvement in all the services provided by the Business Strengthening area within the Cucuta Chamber of Commerce, through six stages. That include a series of activities that must be implemented for the correct management of the model.
Diseño del modelo de gestión de experiencia del cliente en la organización VID
(Universidad EAFIT, 2020) Yepes Botero, Tatiana Marcela; Montoya Hernández, Ángela María; Giraldo Hernández, Gina María; Fundación Organización VID
The customer experience is one of the most commonly used terms in the business world. The following research work aims to propose a customer experience management model for the VID organization; that facilitates an emotional connection between the organization and its customers, increase their satisfaction rates, loyalty, and income. It begins with a review of the most used definitions of customer experience, the differences between customer experience and user experience, the most used methodologies for the design of experiences, the prerequisites for the implementation of the management model, strategic benefits to take care of and improve the customer experience as a competitive advantage for organizations and a proposal of a management model with several stages, which include: verification of requirements, customer knowledge, analysis of total experience, design of prototypes and proposals for improvement for the current experience, the design of the desired experience and the description of the most commonly used metrics for measuring customer experience.
El efecto del modelo de experiencia del colaborador (EX) sobre la lealtad del colaborador (ENPS), y de la lealtad del colaborador (ENPS) sobre la lealtad del cliente (NPS)
(Universidad EAFIT, 2022) Peláez Molano, Sergio; Román Calderón, Juan Pablo
Estrategias de mercadeo para el fortalecimiento y crecimiento sostenible de Floretto : un análisis integral del Café & Brunch en Medellín
(Universidad EAFIT, 2024) Alfonso Mazuera, Diana Michael; Henríquez Díaz, Ángela María
Estudio de prefactibilidad para empresa de mensajería de última milla logística para las entregas de productos de compañías que ofrecen ventas online
(Universidad EAFIT, 2024) Arboleda Hoyos, Juan Diego; Serrano Rivero, Sergio Andrés; Giraldo Hernández, Gina María
The boom of online commerce, intensified by the COVID-19 pandemic in 2020, has triggered a revolution in the supply chain, creating an urgent need for efficient logistical solutions. This master's thesis proposes a last-mile delivery company aimed at meeting the growing demands and needs of organizations deeply involved in online sales.
Experiencia de un atleta aficionado durante la práctica deportiva del atletismo
(Universidad EAFIT, 2022) Acevedo Castro, Ana María; Bejarano Botero, Luis Mauricio; Acevedo Mejía, Erika Cristina
Experiencia ideal del cliente de la academia Pole Sport Studio de Medellín
(Universidad EAFIT, 2019) Rincón Serna, David Santiago; Durán Cortés, Luz María; Mejía Gil, María Claudia; Gaviria Lopera, Melisa
The growing need for body care, physical fitness trends and the rise of women who postpone motherhood and dedicate themselves to their careers have stimulated the development of gyms around the world. These people tend to look for places with user experience design and activities different from those that are traditionally done in them, which leads to pole dance as a different option. In this research we seek to know the current experience of the students of Medellín´s Pole Sport Studio through the emotions and their relationship with the positive and negative aspects of the users to create the ideal user experience. Most of the communication with the students of the academy is not directly spoken, which makes it difficult to obtain information about their expectations, behaviors and emotions. For the elaboration of this research, the qualitative method was used in an exploratory research, through two interviews to the professors, two interviews to the mothers of the students and two group sessions conducted to two focus groups in the Gesell chamber; the first with young people between the ages 13 to 18, and the second with women between the ages 20 to 30. The data obtained was organized in a map of user experiences, and based on them, improvement opportunities were identified in the experience maps. Finally, the blueprint was proposed as an alternative to be implemented by the academy, in order to achieve the ideal experience in the users.
La experiencia de usuario en el proceso de montaje de un restaurante en la ciudad de Medellín
(Universidad EAFIT, 2018) Cardona Arango, Santiago; Gentilin, Mariano; Bejarano Botero, Luis Mauricio
The indicators and economic analysis related to the food service market in Colombia show a sector that is strengthened and grows in a sustainable manner every year, but where, paradoxically, the city of Medellin shows controversial lags in gastronomy compared to Bogotá, the capital city of Colombia -- That is why questions arise about how the owners of restaurants in Medellin assume and go through the whole process of creating a restaurant -- With this research, it is intended, first, to perform a theoretical review on the concepts of user experience and service design, to understand their roots, their definitions and their applications -- Once these concepts have been considered within the framework of the investigation, the results obtained from the in-depth interviews conducted with restaurant owners and experts dedicated to consulting and the creation of restaurants will be analyzed to analyze the user experience in the process of creating a restaurant in Medellin
Las capacidades de innovación en los departamentos de experiencia del cliente como impulsor para la gestión de la innovación organizacional : caso de estudio de un retail colombiano
(Universidad EAFIT, 2023) Posada Acevedo, Isabel Cristina; Ortega, Ana María; VOCÉ GROUP SAS
Plan de emprendimiento de 4Soul Bakery
(Universidad EAFIT, 2025) Jaller Cuéter, Indira; Jaller Cuéter, Sara Elena; Rojas de Francisco, Laura Isabel; Echeverry Gómez, Simón
4Soul Bakery is a dessert enterprise located in the city of Medellin, which has been in the market for more than four years. During this time, the company has faced different situations that have kept it at stable sales levels, but it seeks to increase them, which is why it is proposed to create a sustainable entrepreneurship plan, which is executable and aligned with the needs of the market and consumers. For the development of the entrepreneurship plan, different qualitative instruments were used to address three categories of analysis: business, consumer and market. To understand the consumer, quantitative exploratory research was conducted through survey questionnaires and descriptive analysis. These were applied to 58 current customers of the brand and two entrepreneurs to guide real learning about financial sustainability, product promotion and growth strategies of a venture. The results allowed us to build a demographic and behavioral profile of consumers, who showed a high appreciation for the quality of the ingredients, the image of the product and the emotional experience associated with consumption. With this information, plus an understanding of market trends, competitors and 4Soul Bakery’s capabilities, tactics were established for the growth and sustainability of the venture in the short and medium term, considering operational, financial, commercial and positioning factors.
Plan de negocio para Anamú
(Universidad EAFIT, 2023) Vallejo Arango, Natalia; Betancur Montoya, Paolo; Gómez Giraldo, Carolina; Giraldo Hernández, Gina María
Un viaje por el Carmen de Viboral
(Universidad EAFIT, 2021) Ramirez Castaño, Carolina; Rojas de Francisco, Laura Isabel
El Carmen de Viboral is a town located in the East of Antioquia that has been consolidated as a tourist destination majorly due to its handcraft culture and its immaterial patrimony of hand-made ceramics. This town has found tourism as an important factor to develop its economy, which brings big challenges to offer quality services integrating the visitors and the local community needs. From a marketing destination approach, this study considers the creation of unique and memorable experiences for tourists, during their visit to El Carmen de Viboral. Having in mind an articulation of different service providers, local governments, and community that by doing so, it could be challenging to establish a quality offer. Recognizing contributions, motivations, expectations, and experiences of the current tourists in this study, allows to improve the offer of goods and services of this touristic destination, by reviewing the visitor’s experiences and tourist servers through exploratory qualitative research with in-depth interviews with visitors and local stakeholders. The results allow to establish some fundamentals to create and improve services and products based on current point of view about client experience, also to give some guidelines to touristic experiences and quality offer bases propose.
Usos de la inteligencia artificial generativa para la optimización de la experiencia del cliente a la hora de realizar compras vía e-commerce
(Universidad EAFIT, 2024) Gómez Giraldo, Andrés Mauricio; Sepúlveda Cardona, Edwin Andrés
Most interaction processes were mediated by technology, which made technology culture take a relevant and essential position in defining its capacity for evolution and development. Cognitive processes, such as problem-solving, memory, creativity, and idea development, which were attributed to humans, were also skills that computing systems and algorithms could include, achieving automation and the creation of chatbots, virtual assistants, and recommendation mechanisms. Artificial Intelligence (AI), the science responsible for studying the artificial reproduction of human mind capabilities, impacted all aspects of an individual's daily life. In the field of Marketing, AI transformed brand communication processes and marketing tasks, generating changes in business models, increasing sales, conducting market studies and analyses, understanding consumers and their behavior, and improving the customer experience. This research aimed to identify the uses of Generative Artificial Intelligence (GAI) that contributed to optimizing customer experiences when making a purchase via e-commerce, through qualitative research with in-depth interviews with professionals with extensive knowledge of GAI and administrators of e-commerce portals.
Usos de la inteligencia artificial generativa para la optimización de la experiencia del cliente a la hora de realizar compras vía e-commerce
(Universidad EAFIT, 2024) Gómez Giraldo, Andrés Mauricio; Sepúlveda Cardona, Edwin Andrés
Most interaction processes were mediated by technology, which made technology culture take a relevant and essential position in defining its capacity for evolution and development. Cognitive processes, such as problem-solving, memory, creativity, and idea development, which were attributed to humans, were also skills that computing systems and algorithms could include, achieving automation and the creation of chatbots, virtual assistants, and recommendation mechanisms. Artificial Intelligence (AI), the science responsible for studying the artificial reproduction of human mind capabilities, impacted all aspects of an individual's daily life. In the field of Marketing, AI transformed brand communication processes and marketing tasks, generating changes in business models, increasing sales, conducting market studies and analyses, understanding consumers and their behavior, and improving the customer experience. This research aimed to identify the uses of Generative Artificial Intelligence (GAI) that contributed to optimizing customer experiences when making a purchase via e-commerce, through qualitative research with in-depth interviews with professionals with extensive knowledge of GAI and administrators of e-commerce portals.
Valor percibido en la experiencia de desarrollo conjunto de envases de vidrio
(Universidad EAFIT, 2018) Jiménez Herrera, Andrés; Gentilin, Mariano; Bejarano Botero, Luis Mauricio
The customer experience literature often has a B2C approach; nevertheless, to assess the perceived value of customers in industrial settings several particularities should be considered -- The purpose of this research is to evaluate the value perceived by customers throughout the experience of conjoint development of glass containers -- To achieve this, a qualitative research was conducted aimed to identify the key components of the value proposition of one of the main players in the glass industry in Colombia -- Customer experience during the phases of co-ideation, co-design and co-testing was analyzed -- Then the value proposition was weighed against the actual value perceived by customers -- Results show that B2B customer experience entails a complex network of interactions and perceptions, hence its management must be holistic, not limiting its scope merely to one business process -- Recommendations are proposed to the enterprise for managing the customer experience from a value co-creation platform
Vivencia de calidad : la experiencia del cliente en casas vacacionales de lujo en Colombia
(Universidad EAFIT, 2022) Bustamante Bermúdez, Deisy Vanesa; Ito Ramírez, María Alejandra; Agudelo Calle, Jhonny Alejandro; Bejarano Botero, Luis Mauricio
Luxury tourism offers unique and memorable experiences with exclusive and quality services. However, many organizations in the tourism sector do not measure the quality of their services, which allows them to provide a better experience to their clients. For this reason, the objective of this research was to know the variables that determine a luxury experience in vacation homes in Colombia, based on the five dimensions of the SERVQUAL model. These are: tangible elements, empathy, responsiveness, reliability, and security. This research is qualitative, its scope is exploratory. Information was collected from primary sources through interviews with frequent clients of vacation homes in Colombia and people with knowledge about luxury tourism, which will allow contrasting their concepts and opinions. It was found that users favor the tangible elements offered by luxury vacation homes, especially the categories of physical facilities and equipment in excellent working order. However, experts on the subject demand very rigorous quality standards for stays in luxury vacation homes. Experts and users also highlight the dimension of empathy, in which they expect their needs and preferential treatment to be satisfied during the service.

Examinando por Materia "Experiencia del cliente"

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