Más allá de la personalización algorítmica: por qué el reconocimiento del cliente define la retención real.

by Andrea Vallarta | Sep 25, 2026 | Our ideas

  Beyond algorithmic personalization: why customer recognition defines real retention Author: Elena Benitez, CEO of Gerundio Celebrate dynamic emails that include the user's first name in the subject line as if that were...

El engaño de la velocidad: cómo la eficiencia en CX mata el valor antes de crear lealtad

by Andrea Vallarta | Sep 25, 2026 | Our ideas

  The deceit of speed: how efficiency in CX kills value before creating loyalty Author: Elena Benitez, CEO of Gerundio Celebrating record times for resolving problems when the relationship with the customer remains completely irrelevant is...

El mito de la calidad: por qué tener un buen producto ya no te compra la lealtad de nadie

by Andrea Vallarta | Sep 25, 2026 | Our ideas

  The deception of speed: how efficiency in CX kills value before creating loyalty Author: Elena Benitez, CEO of Gerundio Celebrating record times for resolving problems when the relationship with the customer remains completely irrelevant is...

La trampa de la fricción cero: Por qué ser conveniente solo te mantiene en la contienda, no en la preferencia

by Andrea Vallarta | Aug 24, 2026 | Our ideas

  The zero-friction trap: Why being convenient only keeps you in the game, not the preferred choice Author: Elena Benitez, CEO of Gerundio. There is a deeply rooted narrative in boardrooms that confuses the elimination of steps in a...

Por qué la inconsistencia operativa destruye el valor de marca antes de que lo noten

by Andrea Vallarta | Aug 18, 2026 | Our ideas

  Why operational inconsistency destroys brand value before anyone notices it Author: Elena Benitez, CEO of Gerundio. There is an almost epidemic obsession in boardrooms with chasing emotional impact through spectacular moments within...

El espejismo de los puntos acumulados: Por qué la lealtad transaccional destruye el margen operativo

by Andrea Vallarta | Aug 3, 2026 | Our ideas

  The Mirage of Accumulated Points: Why Transactional Loyalty Destroys Operating Margin Author: Elena Benitez, CEO of Gerundio. Monitoring the growth in loyalty card issuance or the volume of points redeemed over the last...