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Cuidemos al Cliente

23 febrero, 2021

Todos en estos tiempos tuvimos experiencias de compra, de reclamos o de trámites on line. En no muchos casos la experiencia ha sido solo un click.

No siempre lo que uno ve en una red social o promoción electrónica, es en realidad lo esperado. Aun así, los números muestran que en el 2020, 9 de cada 10 argentinos realizaron una compra on line y 1 de cada 10 lo hizo por primera vez.

Con procesos automatizados, la experiencia impersonal de tomar decisiones desde un Smartphone o una compu no siempre es lo esperado. Desde el teléfono me cuesta apreciar virtudes y la compu no siempre está a mano.

Muchos ya habíamos aprovechado LA oferta para un viaje desde una plataforma de turismo y al llegar al Hotel no siempre era lo que la foto nos mostraba, para bien o para mal.

Hablamos de los pilares básicos a tener en cuenta: la plataforma de e-commerce, medios de pago, logística. Sin duda de especial atención.

En la experiencia del cliente, los 3 son fundamentales. Plataformas amigables, tranquilidad en el momento de pago y saber cómo lo recibo. Cuando mi compra es presencial también quiero que mi experiencia sea única: un vendedor especializado, cómo lo pago y cómo me lo entregan. Vuelvo si fue exitosa y recomiendo. Cuando la transacción es on line el comentario en una red social multiplica la cantidad de gente que lee, recomienda o te mata (tenga razón o no!!)

No tener una persona que me atienda un reclamo, mail, teléfono, mensaje me hace pensar que el cliente no les interesa. Responder sólo para una compra o información no alcanza. Una respuesta a una queja, “poner la cara”, intentar una solución, que te hagan sentir que mi inquietud es propia, es sin duda, atender y pensar en clientes.

Hay empresas que siempre lo hicieron, El Customer Satisfaction como medición de sus empleados. Hoy en día, con la proliferación de tiendas de ecommerce que no piensen en su siguiente paso será una experiencia habitual.

THE CLIENT FIRST.

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