Propuesta de Mejora en la Experiencia del Servicio Venta y Post Venta para los Clientes de la Empresa Sport Town

Abstract

This improvement proposal is a comprehensive study aimed at strengthening and optimizing the relationship between the company and its customers throughout the business cycle. The document is structured into several sections that address key aspects of the process, starting with a detailed analysis of environments. In this section, internal and external factors influencing the customer experience are thoroughly explored, identifying opportunities and challenges for the organization in today’s market. Next, the organizational diagnosis delves into the internal evaluation of Sport Town, examining its current sales and after-sales processes, as well as its organizational and cultural structures. This analysis provides a holistic understanding of the strengths and areas of improvement that are fundamental to the development of the solution proposal. The central section of the work, proposed solution, presents in detail the innovative strategies designed to improve the customer experience at each stage of the process. From the customization of services to the integration of advanced technologies, this proposal seeks not only to meet customer expectations, but to exceed them to ensure optimal satisfaction. Finally, the action plan details the practical implementation of the proposed solutions. This includes a roadmap that will guide Sport Town in implementing significant changes and performance metrics to ensure the effectiveness of the proposed improvements. Together, these sections constitute a comprehensive approach to raising the quality of sales and after-sales service, thus strengthening Sport Town’s position in the market and generating exceptional experiences for its customers.