{"id":643,"date":"2020-01-17T09:23:08","date_gmt":"2020-01-17T08:23:08","guid":{"rendered":"https:\/\/mstholdingblog.com\/?p=643"},"modified":"2023-06-06T16:58:56","modified_gmt":"2023-06-06T14:58:56","slug":"el-customer-experience-moda-u-obligacion","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/el-customer-experience-moda-u-obligacion\/","title":{"rendered":"El Customer Experience: \u00bfmoda u obligaci\u00f3n?"},"content":{"rendered":"<h3><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone  wp-image-647\" src=\"https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2020\/01\/El-customer-experience-innato.jpg\" alt=\"El Customer Experience: \u00bfmoda o realidad?\" width=\"430\" height=\"287\" \/><\/h3>\n<h3>Hoy queremos destacar el potencial innato que tenemos en las organizaciones para atender de forma excepcional a nuestros clientes: el Customer Experience Innato<\/h3>\n<p>Algunos expertos ya apuntan que para mejorar la experiencia de cliente no s\u00f3lo es necesario reducir la distancia entre las expectativas del cliente y lo que recibe en realidad sino que hay que\u00a0<strong>gestionar su emoci\u00f3n<\/strong>. Para ello, se est\u00e1n investigando sofisticados sistemas de captaci\u00f3n de estas se\u00f1ales (cambios en la piel, micro expresiones faciales\u2026) de la forma m\u00e1s objetiva posible que adem\u00e1s sean pr\u00e1cticos, econ\u00f3micos y f\u00e1ciles de usar.<\/p>\n<ul>\n<li>Las personas estamos dotadas de habilidades innatas y aprendidas para la gesti\u00f3n de las emociones de forma sencilla y econ\u00f3mica<\/li>\n<\/ul>\n<p>Es decir, somos seres sociales y por lo tanto estamos dotados de las habilidades necesarias para interpretar y gestionar las emociones de los dem\u00e1s y las nuestras propias. Es una cuesti\u00f3n de supervivencia. Por ejemplo, un beb\u00e9 que empieza a caminar pero tropieza y cae al suelo, lo primero que hace no es llorar, sino mirar a su madre\/padre. Si el cuidador\/a pone cara de susto el beb\u00e9 llorar\u00e1. Si el cuidador\/a mantiene la calma y pone cara de aceptaci\u00f3n porque la ca\u00edda es parte del proceso de aprendizaje, el beb\u00e9 sabr\u00e1 que se tiene que volver a levantar y seguir intent\u00e1ndolo. Aprenden a reaccionar en funci\u00f3n de la respuesta emocional de su entorno.<\/p>\n<p>Por lo tanto, esto es lo que esperan nuestros clientes. Cuando hay algo que no funciona y reaccionan con enfado, pasotismo, apat\u00eda, debe haber una respuesta de supervivencia. Es decir, un cambio.<\/p>\n<h3>Sin embargo, seg\u00fan un\u00a0<a href=\"http:\/\/bienpensado.com\/los-buenos-clientes-se-pierden-por-mal-servicio\/\">estudio en EEUU<\/a>, los clientes se pierden por:<\/h3>\n<ul>\n<li>1% porque se mueren<\/li>\n<li>2% porque se mudan<\/li>\n<li>4% porque se van con el vendedor<\/li>\n<li>11% por el precio y otros costos asociados<\/li>\n<li>14% por insatisfacci\u00f3n con el producto\/servicio<\/li>\n<li>68% por la actitud de indiferencia de alg\u00fan representante de la compa\u00f1\u00eda.<\/li>\n<\/ul>\n<p>\u00bfPorqu\u00e9 no podemos mirar\/escuchar a nuestros clientes y saber qu\u00e9 emoci\u00f3n est\u00e1n teniendo? \u00bfPorqu\u00e9 no sabemos reaccionar para gestionar adecuadamente esa emoci\u00f3n y conseguir el objetivo de satisfacerlo?<\/p>\n<p>Desde que la atenci\u00f3n al cliente se ha profesionalizado, las empresas hemos insistido en controlar y medirlo todo.<\/p>\n<p>\u00bfTen\u00e9is t\u00e9cnicas especializadas para tener un mayor nivel de Customer Experience?<\/p>\n<p><strong>En Consulting C3 ofrecemos auditor\u00edas y consultor\u00edas de Customer Experience.<\/strong><\/p>\n<p><strong>\u00a1Rellena el formulario para tener una reuni\u00f3n!<\/strong><\/p>\n<p><strong><a href=\"https:\/\/mstholdingblog.com\/category\/noticias\/\" target=\"_blank\" rel=\"noopener noreferrer\">Te interesa saber&#8230;<\/a><\/strong><\/p>\n<p><strong>S\u00edguenos en <a href=\"https:\/\/www.linkedin.com\/company\/mstholding\/\" target=\"_blank\" rel=\"noopener noreferrer\">Linkedin<\/a> para no perderte nada.<\/strong><\/p>\n<div data-test='contact-form'\n\t\t\tid='contact-form-643'\n\t\t\tclass='jetpack-contact-form-container '\n\t\t\tdata-wp-interactive='jetpack\/form' 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href=\"\/blog\/wp-json\/wp\/v2\/posts\/643\">\u2190 Volver<\/a><\/p><h4 data-wp-bind--aria-hidden=\"state.isSuccessMessageAriaHidden\" id=\"contact-form-success-header-5d64f8046590e106b2dfae4c99fac86e15af39b6\">Gracias por tu respuesta. \u2728<\/h4>\n\n<template data-wp-each--submission=\"context.formattedSubmissionData\">\n\t\t\t\t\t<div class=\"jetpack_forms_contact-form-success-summary\">\n\t\t\t\t\t\t<div class=\"field-name-wrapper\">\n\t\t\t\t\t\t\t<div class=\"field-type-icon\" data-wp-watch=\"callbacks.watchFieldTypeIcon\"><\/div>\n\t\t\t\t\t\t\t<div class=\"field-name\" data-wp-text=\"context.submission.label\" data-wp-bind--hidden=\"!context.submission.label\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"field-value\" data-wp-text=\"context.submission.value\" data-wp-bind--hidden=\"!context.submission.showPlainValue\"><\/div>\n\t\t\t\t\t\t<a class=\"field-url\" data-wp-bind--href=\"context.submission.url\" data-wp-text=\"context.submission.value\" 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[&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[],"class_list":["post-643","post","type-post","status-publish","format-standard","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>El Customer Experience: \u00bfmoda u obligaci\u00f3n? - MST Holding Blog<\/title>\r\n<meta name=\"description\" content=\"Hoy queremos destacar el potencial innato que tenemos en las organizaciones para atender de forma excepcional a nuestros clientes: el Customer Experience\" \/>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" 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