Hi Natalia, tell us about yourself and your background.
I was born In Córdoba, Argentina on October the 21st in 1978. I studied Marketing at University. What I enjoy the most about my job is Market research. I have been living in Buenos Aires since 2007 and I have worked in some companies during these years but the most significant ones for me were Nestlé, Qbe Insurance and Citibank. At the moment I am working for Supervielle Company as Customer Experience Analyst.
How did you first start working in the CX space?
All the jobs that I’ ve done are related to CX space. For instance, when I worked for Nestlé I was in charge of designing the surveys intended for customer satisfaction. At the moment, I am working at designing NPS surveys and reporting the answers provided by customers.
What are some of the common misunderstandings related to customer experience?
The most common misunderstanding related to customer experience is the Scale of Net Promotores Score. It must be so because the customer does not have any knowledge as regards the way in which the scale works.
Have you seen any interesting new trends in eCommerce this year
I think that nowadays trends have increased due to the pandemic but I have not seen any interesting ones.
eCommerce boomed in 2020, and consumers started leaving more product reviews online. How can we make the most out of this momentum?
I think that there is nothing more rewarding than the customer ‘s feedback.We can learn from them and consequently, we can design strategies to continually improve the processes
What are some CX companies/solutions you’re keeping your eyes on right now?
In my opinion “Mercado Libre” is one of the most interesting companies related CX.
So many things changed in 2020. While some things are going to return to “normal,” what are new trends and habits you think will stay with us in the long term?
I think Homeoffice as well as virtual lessons will stay with us in the long term.
Do you believe focus groups are still relevant in the era of eCommerce? Why?
I really believe that focus groups will not be relevant as they were because the customers are more empowered to say what they think whenever they want in social networks.
Last but not least, what is your favorite CX metric?