{"id":12695,"date":"2020-12-17T09:00:00","date_gmt":"2020-12-17T12:00:00","guid":{"rendered":"https:\/\/news.sap.com\/brazil\/?p=12695"},"modified":"2023-10-19T13:29:05","modified_gmt":"2023-10-19T16:29:05","slug":"5-tendencias-de-customer-experience-para-2021-bl0g","status":"publish","type":"post","link":"https:\/\/news.sap.com\/brazil\/2020\/12\/5-tendencias-de-customer-experience-para-2021-bl0g\/","title":{"rendered":"5 tend\u00eancias de Customer Experience para 2021"},"content":{"rendered":"<p>Por: 麻豆原创 Brasil<\/p>\n<p>O perfil do consumidor est\u00e1 em constante transforma\u00e7\u00e3o. Aspectos sociais, econ\u00f4micos e tecnol\u00f3gicos est\u00e3o moldando as tend\u00eancias para o futuro da experi\u00eancia do cliente, que dever\u00e1 ser cada vez mais personalizada, inovadora e surpreendente.<\/p>\n<p>Atualmente, \u00e9 preciso ter em mente que:<\/p>\n<ul>\n<li>Clientes n\u00e3o gostam de sentir que est\u00e3o perdendo tempo.<\/li>\n<li>Clientes buscam informa\u00e7\u00f5es na internet o tempo todo, inclusive sobre as empresas que desejam consumir.<\/li>\n<li>A nova gera\u00e7\u00e3o possui novos desejos e necessidades.<\/li>\n<\/ul>\n<p>Como adaptar os neg\u00f3cios para atender \u00e0s especifica\u00e7\u00f5es de cada cliente? Abaixo listamos 5 tend\u00eancias que ajudar\u00e3o sua empresa nessa miss\u00e3o em 2021.<\/p>\n<ol>\n<li><strong> Customiza\u00e7\u00e3o de experi\u00eancias<\/strong><\/li>\n<\/ol>\n<p>Tratar cada cliente de forma singular \u00e9 o que diferencia as empresas de sucesso das demais. Entender as necessidades de cada consumidor e o que ele busca por meio da an\u00e1lise de dados \u2013 seguindo as diretrizes impostas pela Lei Geral de Prote\u00e7\u00e3o de Dados \u2013 faz com que as organiza\u00e7\u00f5es ofere\u00e7am experi\u00eancias, produtos e servi\u00e7os personalizados. Investir em uma rela\u00e7\u00e3o omnichannel, criar um suporte de vendas humanizado, investir na elabora\u00e7\u00e3o de promo\u00e7\u00f5es e e-mails marketing espec\u00edficos s\u00e3o \u00f3timas alternativas para as empresas que desejam se destacar.<\/p>\n<ol start=\"2\">\n<li><strong> Valor agregado em servi\u00e7os e produtos<\/strong><\/li>\n<\/ol>\n<p>Clientes gostam de sentir que est\u00e3o ganhando mais funcionalidades al\u00e9m das que o produto proporciona. Oferecer vantagens al\u00e9m do produto \u2013 seja uma garantia estendida, manuten\u00e7\u00e3o gr\u00e1tis, brindes e servi\u00e7os de suporte vital\u00edcio \u2013 agregam valor e fazem com que os clientes se sintam amparados e importantes na rela\u00e7\u00e3o empresa e consumidor.<\/p>\n<ol start=\"3\">\n<li><strong> Investimento em comodidade<\/strong><\/li>\n<\/ol>\n<p>O consumidor, cada vez mais exigente, quer tudo para ontem, sem dificuldades na compra e no recebimento de produtos e servi\u00e7os. Para isso, \u00e9 necess\u00e1rio investir na experi\u00eancia do usu\u00e1rio do in\u00edcio ao fim, apostando em uma comunica\u00e7\u00e3o eficaz e sem complica\u00e7\u00f5es, que se atente aos detalhes e superem as expectativas, capaz de gerar sentimentos positivos como lealdade e fidelidade.<\/p>\n<ol start=\"4\">\n<li><strong> Investimento em infraestrutura<\/strong><\/li>\n<\/ol>\n<p>A pandemia fez com que as empresas percebessem a necessidade de investir em infraestrutura, especialmente no e-commerce. Clientes valorizam sites intuitivos, sem grandes complica\u00e7\u00f5es, que n\u00e3o travam no momento de fechar uma compra. Apostar em aplicativos tamb\u00e9m \u00e9 uma \u00f3tima alternativa, visto que grande parte das compras s\u00e3o feitas atrav\u00e9s do celular.<\/p>\n<ol start=\"5\">\n<li><strong> Realidade Aumentada<\/strong><\/li>\n<\/ol>\n<p>A chegada da pandemia fez com que a realidade aumentada voltasse para as estrat\u00e9gias das empresas. A facilidade de visualizar o produto e\/ou testar as especifica\u00e7\u00f5es e recursos visuais de forma online \u00e9 um grande atrativo para as empresas que desejam ampliar o e-commerce. Para os clientes, facilita no processo de tomada de decis\u00e3o e amplia a experi\u00eancia de compra.<\/p>\n<p>Para o pr\u00f3ximo ano, podemos esperar empresas mais preparadas, que colocam a <a href=\"https:\/\/www.sap.com\/brazil\/products\/experience-management-xm.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\">experi\u00eancia do consumidor<\/a> em primeiro lugar e utilizam as novas tecnologias dispon\u00edveis no mercado para otimizar o relacionamento com o cliente, oferecendo jornadas \u00fanicas, personalizadas e cada vez mais online.<\/p>\n<p>Acompanhe mais novidades nos canais de comunica\u00e7\u00e3o da 麻豆原创:\u00a0 <a href=\"https:\/\/www.facebook.com\/sapbrasil\/\" target=\"_blank\" rel=\"noopener noreferrer\">Facebook<\/a><a href=\"https:\/\/www.facebook.com\/sapbrasil\/\">\u00a0<\/a>\/\u00a0<a href=\"https:\/\/twitter.com\/麻豆原创Brasil\" target=\"_blank\" rel=\"noopener noreferrer\">Twitter<\/a><a href=\"https:\/\/twitter.com\/麻豆原创Brasil\">\u00a0<\/a>\/\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/1115\/\" target=\"_blank\" rel=\"noopener noreferrer\">LinkedIn<\/a><a href=\"https:\/\/www.linkedin.com\/company\/1115\/\">\u00a0<\/a>\/\u00a0<a href=\"https:\/\/www.instagram.com\/sap_brasil\/\" target=\"_blank\" rel=\"noopener noreferrer\">Instagram<\/a> \/ <a href=\"https:\/\/widget.msgp.pl\/?id=66415e417325f13e20.82207836\" target=\"_blank\" rel=\"noopener noreferrer\">WhatsApp<\/a><u> \/ <\/u><a href=\"https:\/\/www.youtube.com\/user\/sapbrasil\" target=\"_blank\" rel=\"noopener noreferrer\">Youtube<\/a><\/p>\n<p>\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 <a href=\"http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark\" target=\"_blank\" rel=\"noopener noreferrer\">http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a> for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Por: 麻豆原创 Brasil O perfil do consumidor est\u00e1 em constante transforma\u00e7\u00e3o. Aspectos sociais, econ\u00f4micos e tecnol\u00f3gicos est\u00e3o moldando as tend\u00eancias para o futuro da experi\u00eancia&#8230;<\/p>\n","protected":false},"author":561,"featured_media":12696,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5590831],"tags":[5589657,128578,5599719],"sapn-display":[5599933,5599931,48431,48433],"sapn-type":[6114],"class_list":["post-12695","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-experience","tag-experiencia-do-cliente","tag-tendencias-para-2021","sapn-display-feature-hero","sapn-display-feature-spotlight","sapn-display-homepage-hero","sapn-display-hero","sapn-type-artigo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ 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