Reputation systems are a key success factor of many websites, e.g. eBay, or Amazon, ranking hotels, films, or music, enabling users and customers to vote on products. This gives consumers a better idea of the information, products and services being provided.

Los clientes actuales pueden comprar en todo el mundo, conocer mejor que nunca las organizaciones con las que interaccionan y compartir sus opiniones con cientos de miles, si no millones, de clientes. Sus expectativas - sean consumidores, ciudadanos o clientes de empresa - aumentan. Y en un sólo día pueden crear o destruir marcas comerciales.

Internet ha cambiado el modo en que los consumidores se relacionan con las marcas, por lo que éstas, si quieren conectar eficazmente con los consumidores digitales, deben conocer profundamente sus motivaciones, opiniones, actitudes y comportamientos.

While the majority of insurers (91 percent) believe future growth depends on providing a special customer experience, most of them do not currently see themselves as providing differentiated products and levels of service, according to findings of a global survey of 119 insurers by Accenture.

Excellent customer service is a critical success factor for businesses across all industries. But how many organizations can really claim to be giving fantastic, WOW factor customer service across all customer touch points? Particularly in B2C related business segments involving a high number of customer driven transactions (e.g. Telco, airline, utilities, financial services) customer expectations have grown tremendously over the last decade and most customers are dissatisfied with the service they receive. That's why companies with a strong brand image for excellence in service, like Apple, O2, Zappos, Virgin or Coca Cola, invest heavily in their service strategy and are thus winning the biggest market share.

El creciente escepticismo con que el consumidor evalúa las actividades de venta es un importante problema que reduce, e incluso puede anular, la efectividad de las estrategias dirigidas a fomentar su confianza y, por ende, su satisfacción e intenciones de lealtad hacia la empresa.

El objetivo principal de esta investigación es evaluar el estado de diseño de aplicaciones IPAD y entender dónde están los puntos de interacción con el usuario. Conocer si hay errores de diseño y saber como estos afectan a los usuarios. A veces lo que parece fácil es difícil para los usuarios de aplicaciones y sitios web. Este estudio se realizó un año después del emitir el primer informe sobre la usabilidad de los sitios IPAD y apps2.

The life insurance industry is experiencing change on multiple fronts, with most of the attention on new regulation, increased competition, and advances in technology. Often overlooked - and probably the most fundamental change - is the challenge from rising customer expectations and a more risk-adverse environment. Influenced by their interactions with companies in other industries, insurance customers today have higher expectations than ever before.

El impacto de las redes sociales se encuentra aún en estado embrionario, pero con el tiempo podría llegar a superar los pronósticos de los visionarios más audaces del sector. Las empresas que experimenten activamente para incorporar el enfoque y las capacidades de una red social a sus procesos de negocio transformarán sus relaciones con los clientes y crearán valor de formas que ni siquiera han imaginado.

Customer centricity is more than a buzzword: it is a philosophy centered around the customer's individual needs. It must be incorporated in the corporate strategy and should permeate the entire organization. Developing this in-depth customer understanding is crucial in keeping a competitive edge in the telecom industry.

Social CRM - the integration of social media with customer relationship management (CRM) strategies - is the next frontier for organizations that want to optimize the power of social interactions to get closer to customers. With the worldwide explosion of social media usage, businesses are feeling extreme pressure to be where their customers are. Today, that street corner is increasingly virtual, located inside a social media or social networking site. But in an environment defined by customer control and two-way dialog, are customers anxious to engage with businesses?

¿Qué es el Customer Experience?¿Qué me aporta a mi día a día en mi empresa?¿Cómo puedo mejorarlo, cuidarlo o potenciarlo?¿Por qué es importante el Customer experience para la empresa? Este estudio realizado por el equipo de investigación de dnx Designit nos acerca a este concepto que tanto escuchamos hoy en día y que tan de moda está en las empresas actuales.

The digital era is changing retailing. Customers are more connected, vocal and demanding than ever before. What they want, above all, is a personalized experience; they want retailers to know them.

Rapid changes in consumer behavior, fueled by the ever increasing popularity of social media and the adoption of consumer technologies in the workplace, urge companies worldwide to rethink their positions. People spend more and more time online to connect and interact with friends, to publish opinions, and to purchase goods and services. Employees share their views online, strengthening or weakening the corporate brand.