¿Te has dado cuenta de que últimamente se habla mucho de “Customer Experience” o “CX”? Y aunque sabemos que suena a término de moda, en realidad es una de las claves más poderosas para que una empresa crezca, conecte y se diferencie en un mundo donde la sobresaturación de productos y publicidad dominan. Hoy más que nunca, conectar desde la experiencia es clave para fidelizar y quedar en la memoria de las personas.
But before we join the conversation, it is worth asking: where does this concept come from and why has it become so relevant?
From start of trading to a corporate strategy
Customer experience has been around as long as commerce has been commerce. Think of something as simple as a salesperson remembering your name and greeting you with a smile. That's already an experience, and it generates an emotional connection that goes beyond the product.
What has changed is that, since the 2000s, CX has become a strategic asset, especially in sectors such as retail, technology and services. It was no longer enough to “serve well”, it was about designing complete, intentional and measurable experiences that accompanied the customer from the first contact until long after the sale.
Omnichannel changed the rules.
Over the last decade, omnichannel has transformed the way businesses operate, with customer experience (CX) becoming a central theme in business strategies. With the advent of e-commerce and the widespread use of social networks, customers began to interact with brands via multiple channels. One day they might write via WhatsApp, the next they might buy from an app, and then they might make an enquiry by phone or via social networks.
This gave rise to the need for a seamless, consistent and connected experience, regardless of the channel, what we now call omnichannel.
Today, providing a good experience is about more than just having good customer service. It's about understanding that every interaction, no matter how small, contributes to a broader perception that directly impacts loyalty, repeat custom and your brand's reputation.
But what if your customer is not an end consumer?
Many B2B companies become disconnected from this concept. But the truth is that CX applies in business environments too. Partners, suppliers and corporate customers are also looking for agile, reliable and human experiences. When they receive these experiences, relationships are strengthened, cycles are shortened, and value is multiplied.
In other words: CX is not just for consumer brands. It's for any organisation that has customers, contacts, or people on the other end of the line.
What makes WePartner different? CX rooted in hospitality.
En WePartner tenemos una visión única del Customer Experience, y esa diferencia nace de nuestras raíces. Llevamos años trabajando en industrias de travel y hospitalidad, donde la excelencia en el servicio no es opcional… es parte del ADN.
Hospitality has taught us to go beyond protocols. We look at each client as a guest. We listen, anticipate, take care of details, and generate memorable moments.
We have transferred this approach to designing experiences for contact centres, digital services, business processes, and B2B relationships. It's not just about solving problems, optimising processes and delivering expected results; it's about making your customers feel good. Ultimately, what really lasts is the emotion generated at each touchpoint and the final perception of the complete experience.
CX – La experiencia lo es todo
It is here to stay and goes beyond being just a passing trend or a metric. It is a way of understanding the business through people and of creating authentic, lasting bonds.
At WePartner, we believe that the real difference lies not only in what you do, but also in how you make your customers feel. When managed well, this can transform any company from the inside out.
Would you like to know how to incorporate a hospitality approach into your CX strategy? Get in touch and we'll work with you to design it.
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