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Alexis G. Herrera is listed as Providing professional help to organizations that truly want to be Customer Centric. at Optimo.lat, based in Mexico City, Mexico. AeroLeads shows a matched LinkedIn profile for Alexis G. Herrera.
Alexis G. Herrera previously worked as Director de Consultoría en Optimo at Optimo.Lat and Director LATAM at Optimo.Lat. Alexis G. Herrera holds Msc Management Research, Strategy, Marketing And Customer Relations, Master from University Of Oxford.
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I work with a great team of service professionals with the mission of improving service relationships and thus achieve sustainable growth and performance for our clients.We constantly thrive to design, bring alive and manage 6 critical deliverables for our clients:1. Clarity of the value that great service represents for the customer and the company (Return on service) - e.g. What is the value of a Promoter vs a Detractor client? 2. Clarity on which customer segments we should prioritize our service improvement efforts - e.g. Which are the segments most sensible to service improvements?, Which of them will actually pay for extra service? 3. Clarity on key loyalty drivers - i.e. Let´s not work on improvements customers mention most, let´s work on what will have the most statistical correlation with overall loyalty and deep into the root causes. 4. Clarity on how we should improve based on the voice of the customer - i.e. If you are not devoting enough time reading, listening, observing the voice and behavior of the customer is very likely you will come up with action plans that might not improve loyalty. 5. Clarity on how we organize for improvement - In our experience this is the most underestimated and most transcendent job you can do to excel in customer service, yet a lot of work and best practices have been developed for success. Actually, here lies the greatest input of Net Promoter System: acting on three levels i) recovering service, ii) improving front line processes and iii) working on structural causes (like policy and support processes). 6. Clarity on how we keep learning - This is what makes it a Journey and not a project. Continuos learning is what has made good companies great and it is a designed process. If you are determined to become a Customer Centric Organization and are looking for professional help send me an Inmail, I will be pleased to arrange a discovery call and take it from there.
Listed skills include Net Promoter Score, Voice Of The Customer, Customer Satisfaction Research, Brand Loyalty, and 5 others.
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Latinoamérica
El cambio es inevitable, la transformación es una determinación. Con un gran equipo de trabajo ayudo a las empresas que están determinadas a transformar sus organizaciones hacia el cliente.
Mexico City Area, Mexico
Leader of a professional and successful team across Latinamerica. We implement Net Promoter and Employee Net Promoter projects across the region, working with top and middle management as well as implementation teams. My work has covered robust design of Net Promoter programes, NPS audits, insights and planning, strategic Net Promoter communication, training, closing the loop processes and change management. Have worked with large and medium B2B and B2C clients in diverse industries such as: CPG´s, Retail, Aerospace, Construction, Education, Financial services, Government, Health, Hospitality, Manufacturing, Media, Profesional Services and Real Estate. Our clients include a rich mix of small and large organizations, local and global. www.customersalive.com
London, United Kingdom
Activities and Societies: Social Secretary Oxford Mexican Society
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Alexis G. Herrera works for Optimo.lat.
Alexis G. Herrera is listed as Providing professional help to organizations that truly want to be Customer Centric. at Optimo.lat.
Alexis G. Herrera is based in Mexico City, Mexico while working with Optimo.lat.
Alexis G. Herrera has worked for Optimo.Lat, W Consulting, and Hg Marketing & Research.
You can use AeroLeads to view verified contact signals for Alexis G. Herrera at Optimo.lat, including work email, phone, and LinkedIn data when available.
Alexis G. Herrera holds Msc Management Research, Strategy, Marketing And Customer Relations, Master from University Of Oxford.
Alexis G. Herrera is listed with skills including Net Promoter Score, Voice Of The Customer, Customer Satisfaction Research, Brand Loyalty, Employee Loyalty, Customer Loyalty, Business Strategy, and Management.
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