My motto:"In a fast world, just those companies that honestly & quick understand their customers are successful. "From classical Aftersales know-how (Spare Parts & Service), managed and implemented along my professional experience, now I am also focusing in Customer Experience Management.Consumers will choose to change providers if they do not receive what meets their expectations. On top of this, switching has become easier than ever. Identifying, managing and improving dissatisfaction is a key success factor for customer retention and one of my primary focuses. Often the only channel for a customer to express dissatisfaction is a congested classical communication customer care line or process. A long wait on hold and an ill-informed care agent is often the final straw for a frustrated consumer. Most won’t even contact, and very few will contact twice. When problems occur, my spirit is also to find the way to give the Customer the right real-time information, to allow them to see resolution happen, improves trust. By combining access to the digital optic with two-way communication between operator and customer, the service becomes rich and meaningful. This type of transparency establishes trust, eliminates any frustration and helps build a strong foundation for a positive relationship between operator and customer once all premium after-sales services processes are deployed running perfectly.Finally, sharing the Customer Opinion to the Board, in a synthetic and meaningful way is the last part of my professional duty.Raul Rivas-CarrascoLuxembourg - Barcelona