Sergio Frias

Cx goes to hollywood

THE INTERN

This movie tells the story of the 70-year-old Ben Whittaker (Robert De Niro), a widower who is tired of being retired. Trying to get back

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CX KILLERS

#4 Slow Service

Speed is the name of the game. Younger Customers do not want to wait. They need fast responses, just like the “like” on the Apps

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CX KILLERS

#2 Lack of Attention

Nothing is more frustrating than having to explain again what you just said to the agent on the phone. One must pay attention to what

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CX DRIVERS

Continuity / No Interruption

Great Customer Experiences require Continuity. The Customer cannot provide his/her identification 5 times to get what he/she needs. Imagine that: you call the Customer Care

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Cx goes to hollywood

Groundhog Day

CX Goes to Hollywood – The Groundhog Day The movie Groundhog Day came out in 1993, starring Bill Murray and Andie MacDowell.  The movie talks

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Cx goes to hollywood

Pretty Womman

The classic rom-com movie from 1990 tells the story a bored, but very wealthy man (Richard Gere), called Edward Lewis, who is looking for purpose

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Books Highlights

The Experience Economy

The Experience Economy – Competing for Customer Time, Attention and Money B.Joseph Pine II and James H. Gilmore Harvard Business Review Press The Experience Economy,

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CX DRIVERS

Courtesy

CX Driver: Courtesy in Customer Service Do you feel more appreciated when someone say “hello” and welcome you when you walk in a retail store?

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Books Highlights

Psicologia Positiva

Psicologia Positiva Claudemir Oliveira Seeds of Dreams This book talks about Positive Psychology, but it is not a scientific treatise. Claudemir Oliveira, the author, is

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