{"id":11881,"date":"2020-02-19T09:00:04","date_gmt":"2020-02-19T12:00:04","guid":{"rendered":"https:\/\/news.sap.com\/brazil\/?p=11881"},"modified":"2023-10-19T14:34:12","modified_gmt":"2023-10-19T17:34:12","slug":"tres-dicas-para-impulsionar-a-experiencia-do-cliente-na-sua-empresa-bl0g","status":"publish","type":"post","link":"https:\/\/news.sap.com\/brazil\/2020\/02\/tres-dicas-para-impulsionar-a-experiencia-do-cliente-na-sua-empresa-bl0g\/","title":{"rendered":"Tr\u00eas dicas para impulsionar a experi\u00eancia do cliente na sua empresa"},"content":{"rendered":"

Por: 麻豆原创 Brasil<\/p>\n

Considerar os sentimentos do cliente \u00e9 essencial para manter uma rela\u00e7\u00e3o duradoura com ele<\/em><\/p>\n

Voc\u00ea est\u00e1 acompanhando as mudan\u00e7as no comportamento do consumidor e a chegada da Economia da Experi\u00eancia? O \u00cdndice CX, desenvolvido anualmente pela Forrester<\/a>, que mede os n\u00edveis de satisfa\u00e7\u00e3o do cliente, constatou que entre os anos de 2017 e 2018 o cliente continuava insatisfeito, e em 2019 a satisfa\u00e7\u00e3o do cliente alcan\u00e7ou somente 0,4%.<\/p>\n

Para 2020, o recado \u00e9 que o cliente deve estar no centro das estrat\u00e9gias. O impacto nos lucros das organiza\u00e7\u00f5es pode ser muito positivo, gerando retornos que podem chegar a U$ 38,4 milh\u00f5es<\/a>.<\/p>\n

Considere os sentimentos do consumidor<\/strong><\/p>\n

Entender as emo\u00e7\u00f5es do cliente pode ser melhor do que buscar sua satisfa\u00e7\u00e3o. A liga\u00e7\u00e3o do consumidor com a marca depender\u00e1 de como ele se sente em rela\u00e7\u00e3o a ela, de como as pol\u00edticas da empresa impactam nos seus assuntos de interesse.<\/p>\n

Obter dados e informa\u00e7\u00f5es para conhecer seu cliente e entender o contexto em que ele vive pode ajudar a compreender seus sentimentos e, a partir disso, \u00e9 poss\u00edvel elaborar estrat\u00e9gias para atender \u00e0s demandas de maneira personalizada.<\/p>\n

Capture feedbacks n\u00e3o solicitados<\/strong><\/p>\n

As pesquisas ajudam a medir a satisfa\u00e7\u00e3o, mas muitos consumidores abandonam o preenchimento de formul\u00e1rios na metade do caminho. Capturar feedbacks n\u00e3o solicitados em tempo real pode render informa\u00e7\u00f5es muito mais valiosas para entender os reais desejos do consumidor. Numa conversa informal ou em espa\u00e7os como caixas de coment\u00e1rios e redes sociais n\u00e3o h\u00e1 o direcionamento das respostas, por isso \u00e9 poss\u00edvel captar informa\u00e7\u00f5es realmente sens\u00edveis dos clientes em conversas informais para ent\u00e3o promover mudan\u00e7as.<\/p>\n

Conhe\u00e7a seu potencial e invista em recursos para chegar ao seu cliente<\/strong><\/p>\n

Para chegar at\u00e9 o seu cliente \u00e9 preciso entender o que ele precisa e responder \u00e0s suas expectativas atrav\u00e9s de uma experi\u00eancia orientada. Inova\u00e7\u00f5es tecnol\u00f3gicas como Intelig\u00eancia Artificial, Machine Learning e identifica\u00e7\u00e3o por voz possibilitam uma an\u00e1lise mais certeira sobre os sentimentos do cliente.<\/p>\n

Com a combina\u00e7\u00e3o de dados operacionais (o) e dados da experi\u00eancia (x), a 麻豆原创 est\u00e1 oferecendo ao mercado uma solu\u00e7\u00e3o<\/a> para que as empresas possam entender quais lacunas devem ser eliminadas para aprimorar a experi\u00eancia cliente.<\/p>\n

Na era do digital, o caminho \u00e9 inverso. O cliente n\u00e3o ir\u00e1 at\u00e9 voc\u00ea se a sua empresa n\u00e3o puder entender o que ele sente para atender suas necessidades.<\/p>\n

Quer mais informa\u00e7\u00f5es sobre a gest\u00e3o da experi\u00eancia? Nos canais de comunica\u00e7\u00e3o da 麻豆原创 voc\u00ea tem acesso a uma s\u00e9rie de conte\u00fados sobre assunto: Facebook\u00a0<\/a>\/\u00a0Twitter\u00a0<\/a>\/\u00a0LinkedIn\u00a0<\/a>\/\u00a0Instagram<\/a> \/ WhatsApp<\/a> \/ Youtube<\/a><\/p>\n

\u00a9 2020 麻豆原创 SE. All rights reserved. 麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a> for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"

Por: 麻豆原创 Brasil Considerar os sentimentos do cliente \u00e9 essencial para manter uma rela\u00e7\u00e3o duradoura com ele Voc\u00ea est\u00e1 acompanhando as mudan\u00e7as no comportamento do…<\/p>\n","protected":false},"author":561,"featured_media":11882,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5590831],"tags":[56892,5589657,5598102,128578],"sapn-display":[5599933,5599931,48431,48433],"sapn-type":[6114],"class_list":["post-11881","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-consumidor","tag-customer-experience","tag-era-da-experiencia","tag-experiencia-do-cliente","sapn-display-feature-hero","sapn-display-feature-spotlight","sapn-display-homepage-hero","sapn-display-hero","sapn-type-artigo"],"yoast_head":"\nTr\u00eas dicas para impulsionar a experi\u00eancia do cliente na sua 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