Manuel Escotet is currently working as a Customer Experience Specialist. He's in charge of managing the company reputation through KPI's like (NPS, CSAT, CES) also he sensibilize all departments on what the customer is saying or thinking.
The role requires to "close the loop" which is when it gets more interesting. Through carefully listening to the customer Manuel identifies opportunities for improvement that will end in projects or quick wins to "FIX" the experience. When everything is working ok there are opportunities to create "WOW" moments and surpass the customer expectations.
All this can be accomplished using Design Thinking, Mind Mapping, Crowdsourcing Workshops, Ideation Springs, User Experience, Fishbone Diagrams, Trainings and many more.
Last but not least the company employee is the most important part of delivering a great experience, that's why we also need to measure their Voice of the Employee (VoE) and correlated it with the customer for a more effective problem-solving approach.
Manuel Escotet was born and raised in Caracas Venezuela; he comes from a Spanish family and moved to San Francisco CA in 2007 to study. More than thirteen years later he calls this great country home.
He has many passions like fishing, cooking, photography, technology, motorcycles, beaches and scuba diving just to name a few.
Looking forward to meeting new professionals and work in great culture environments!