{"id":6261,"date":"2016-12-14T18:46:32","date_gmt":"2016-12-14T17:46:32","guid":{"rendered":"http:\/\/proacomunicacion.es\/?p=6261"},"modified":"2016-12-14T18:46:32","modified_gmt":"2016-12-14T17:46:32","slug":"proa-comunicacion-attends-the-presentation-of-the-iii-bcg-dec-customer-experience-report","status":"publish","type":"post","link":"https:\/\/proacomunicacion.es\/en\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\/","title":{"rendered":"Proa Comunicaci\u00f3n participates in the presentation of the III BCG-DEC Report on Customer Experience."},"content":{"rendered":"<p style=\"text-align: justify;\"><a href=\" https:\/\/proacomunicacion.es\/wp-content\/uploads\/2016\/12\/Santiago-Maz\u00f3n.jpg\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-6262 size-full aligncenter\" src=\" https:\/\/proacomunicacion.es\/wp-content\/uploads\/2016\/12\/Santiago-Maz\u00f3n.jpg\" alt=\"Santiago Maz\u00f3n\" width=\"989\" height=\"654\" \/><\/a><\/p>\n<h6 style=\"text-align: center;\">(<strong>Santiago Moz\u00f3n, Partner and Managing Director of The Boston Consulting Group)<\/strong><\/h6>\n<p style=\"text-align: justify;\">Proa Comunicaci\u00f3n participated last Tuesday 13th December in the presentation of the <strong>3rd DEC-BCG Report: \"Continuous improvement of Customer Experience as a driver of growth for companies\".<\/strong>. The report, prepared by The Boston Consulting Group (BCG) and the Customer Experience Development Association (DEC), and presented at CUNEF, analyses the state of maturity of Customer Experience in 18 sectors of the Spanish economy, from two points of view: the perception of customers (with 20,000 surveys carried out) and the self-assessment of the companies themselves.<\/p>\n<p style=\"text-align: justify;\">Following the presentation by Jorge Mart\u00ednez Arroyo, President of DEC, and Mario Taguas, Vice-President of DEC, <strong>Santiago Moz\u00f3n, Partner and Managing Director of The Boston Consulting Group,<\/strong> presented the main conclusions of the report, among which he wanted to highlight the return that investment in customer experience is implying for companies. \"Companies are investing more in improving customer experience because they are aware of the economic return it entails\". He also wanted to highlight the assessment of customers, whose opinion determines that the best companies are those that invest in improving the customer experience. \"Investment translates into growth,\" he concluded.<\/p>\n<p style=\"text-align: justify;\">While the importance given to the Digital Experience in the relationship between customer and brand is growing, the report reflects a slight decrease in the importance given to the price of products and services. There is also an increase in the value of factors related to service and emotional connection, which is an attribute when recommending a brand for 35% of customers.<\/p>\n<p style=\"text-align: justify;\">Proa Comunicaci\u00f3n highlights the depth of a study for which more than 20,000 customer surveys have been carried out for the main companies in 18 sectors of the Spanish market. The customer experience has become so important for companies that it has become a determining factor in consumer choice.<\/p>","protected":false},"excerpt":{"rendered":"<p>(Santiago Moz\u00f3n, Partner and Managing Director de The Boston Consulting Group) Proa Comunicaci\u00f3n particip\u00f3\u00a0el pasado martes 13 de diciembre en la presentaci\u00f3n del III Informe DEC-BCG: \u201cLa mejora continua de la Experiencia de Cliente como motor de crecimiento de las compa\u00f1\u00edas\u201d. El informe, elaborado por The Boston Consulting Group (BCG) y la Asociaci\u00f3n para el [&hellip;]<\/p>\n","protected":false},"author":28,"featured_media":6262,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[131],"tags":[9,10,11,14,7],"class_list":["post-6261","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias","tag-agencia-comunicacion-empresarial","tag-agencia-de-comunicacion","tag-agencia-de-comunicacion-corporativa","tag-consultora-de-comunicacion","tag-proa-comunicacion"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Proa Comunicaci\u00f3n participa en la presentaci\u00f3n del III Informe BCG-DEC sobre la Experiencia de Cliente - PROA Comunicaci\u00f3n<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/proacomunicacion.es\/en\/proa-comunicacion-attends-the-presentation-of-the-iii-bcg-dec-customer-experience-report\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Proa Comunicaci\u00f3n participa en la presentaci\u00f3n del III Informe BCG-DEC sobre la Experiencia de Cliente - PROA Comunicaci\u00f3n\" \/>\n<meta property=\"og:description\" content=\"(Santiago Moz\u00f3n, Partner and Managing Director de The Boston Consulting Group) Proa Comunicaci\u00f3n particip\u00f3\u00a0el pasado martes 13 de diciembre en la presentaci\u00f3n del III Informe DEC-BCG: \u201cLa mejora continua de la Experiencia de Cliente como motor de crecimiento de las compa\u00f1\u00edas\u201d. El informe, elaborado por The Boston Consulting Group (BCG) y la Asociaci\u00f3n para el [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/proacomunicacion.es\/en\/proa-comunicacion-attends-the-presentation-of-the-iii-bcg-dec-customer-experience-report\/\" \/>\n<meta property=\"og:site_name\" content=\"PROA Comunicaci\u00f3n\" \/>\n<meta property=\"article:published_time\" content=\"2016-12-14T17:46:32+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/proacomunicacion.es\/wp-content\/uploads\/2025\/08\/Firefly_radio-de-barco-scaled.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2560\" \/>\n\t<meta property=\"og:image:height\" content=\"1414\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"PROA Comunicaci\u00f3n\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@proacomunica\" \/>\n<meta name=\"twitter:site\" content=\"@proacomunica\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"PROA Comunicaci\u00f3n\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/proacomunicacion.es\\\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/proacomunicacion.es\\\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\\\/\"},\"author\":{\"name\":\"PROA Comunicaci\u00f3n\",\"@id\":\"https:\\\/\\\/proacomunicacion.es\\\/#\\\/schema\\\/person\\\/f80dc8938ea94e7f8aa1e8dc716d5a60\"},\"headline\":\"Proa Comunicaci\u00f3n participa en la presentaci\u00f3n del III Informe BCG-DEC sobre la Experiencia de Cliente\",\"datePublished\":\"2016-12-14T17:46:32+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/proacomunicacion.es\\\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\\\/\"},\"wordCount\":370,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/proacomunicacion.es\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/proacomunicacion.es\\\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\\\/#primaryimage\"},\"thumbnailUrl\":\"\",\"keywords\":[\"agencia comunicaci\u00f3n empresarial\",\"agencia de comunicaci\u00f3n\",\"agencia de comunicaci\u00f3n corporativa\",\"consultora de comunicaci\u00f3n\",\"Proa Comunicaci\u00f3n\"],\"articleSection\":[\"Noticias\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/proacomunicacion.es\\\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/proacomunicacion.es\\\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\\\/\",\"url\":\"https:\\\/\\\/proacomunicacion.es\\\/proa-comunicacion-asiste-la-presentacion-del-iii-informe-bcg-dec-la-experiencia-cliente\\\/\",\"name\":\"Proa Comunicaci\u00f3n participa en la presentaci\u00f3n del III Informe BCG-DEC sobre la Experiencia de Cliente - 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