{"id":19407,"date":"2017-07-12T00:00:00","date_gmt":"2017-07-12T00:00:00","guid":{"rendered":"https:\/\/www.isdi.education\/mx\/como-relacionarse-con-los-clientes-de-la-era-digital\/"},"modified":"2017-07-12T00:00:00","modified_gmt":"2017-07-12T00:00:00","slug":"como-relacionarse-con-los-clientes-de-la-era-digital","status":"publish","type":"post","link":"https:\/\/www.isdi.education\/mx\/blog\/como-relacionarse-con-los-clientes-de-la-era-digital","title":{"rendered":"\u00bfC\u00f3mo relacionarse con los clientes de la era digital?"},"content":{"rendered":"<div id=\"07M-wysiwyg-1\" class=\"07M-wysiwyg anchor--link \" data-anchor-content>\n<section class=\"wysiwyg mb-xl\">\n<div class=\"wrapper wrapper--small\">\n<p class=\"t-small mb-xs\">\n<div class=\"wysiwyg__content\">\n<div>\n<p>En la actualidad, las empresas est\u00e1n m\u00e1s que atentas a la relaci\u00f3n que mantienen con sus consumidores en sus diferentes medios de contacto. Cada vez m\u00e1s compa\u00f1\u00edas se han dado a la tarea de monitorear, gestionar y fortalecer los lazos con sus clientes mediante una estrategia de <strong>Customer Experience Management (CEM)<\/strong>.<\/p>\n<p>Es crucial llevar a cabo gestiones de CEM; sin embargo, muchas empresas en la actualidad no tienen el conocimiento o la tecnolog\u00eda necesaria para adaptarse al comportamiento cambiante del consumidor 2.0. Los principales retos a los que se enfrentan las compa\u00f1\u00edas hoy en d\u00eda son <strong>conocer al cliente actual y mantener una buena relaci\u00f3n con \u00e9l<\/strong><strong> mediante las nuevas herramientas<\/strong> de comunicaci\u00f3n.<\/p>\n<p>Lo primero que define a los nuevos clientes es que utilizan la web para comunicarse con las empresas, as\u00ed como para recibir informaci\u00f3n de ellas: <strong>m\u00e1s de la mitad de los usuarios de Twitter y Facebook han utilizado sus cuentas para ponerse en contacto con alguna marca<\/strong>, mientras que, por otra parte, el 73% de los internautas declara no comprar al menos un producto o servicio sin antes consultar informaci\u00f3n en internet.<\/p>\n<p>La gran cantidad de canales de informaci\u00f3n para que el cliente mantenga una relaci\u00f3n con la empresa plantea tambi\u00e9n m\u00faltiples desaf\u00edos. La gran mayor\u00eda de los consumidores potenciales desear\u00edan tener la posibilidad de comunicarse por tel\u00e9fono, correo electr\u00f3nico y redes sociales. Por ello, es importante <strong>tener disponible la informaci\u00f3n en m\u00faltiples plataformas<\/strong>, planteada de forma diferente para cada una de ellas.<\/p>\n<p>\u00a0<\/p>\n<p><strong>\u00bfC\u00f3mo dise\u00f1ar una buena estrategia CEM?<\/strong><\/p>\n<p>Pensando en que el cliente actual es una persona demandante y con ganas de saber m\u00e1s, una estrategia CEM exitosa debe dise\u00f1arse con base en las siguientes cuestiones esenciales.<\/p>\n<ul>\n<li><strong>M\u00faltiples medios de contacto<\/strong>: la relaci\u00f3n con el cliente es hoy en d\u00eda m\u00e1s que importante para consolidarse como un buen proveedor de servicios o productos. Por ello, tener diversos canales como web, tel\u00e9fono, chat, apps y redes sociales es fundamental.<\/li>\n<li><strong>Uso inteligente de la informaci\u00f3n<\/strong>: as\u00ed como el cliente tiene a su alcance gran informaci\u00f3n sobre una empresa y los servicios que ofrece, las compa\u00f1\u00edas disponen de vasta informaci\u00f3n en tiempo real de sus clientes.<\/li>\n<li><strong>Relaci\u00f3n personal prioritaria<\/strong>: pese a que las nuevas herramientas de comunicaci\u00f3n hayan pasado a primer plano, no debemos olvidar que el cliente siempre preferir\u00e1 tener informaci\u00f3n de primera mano de un experto.<\/li>\n<\/ul>\n<p>Como empresa, es importante no olvidar que la relaci\u00f3n y el buen trato con el cliente es primordial. Es por eso que actualmente las compa\u00f1\u00edas son conscientes de que adem\u00e1s de ofrecer un producto o servicio, deben ofrecer atenci\u00f3n inmediata y personalizada para ganarse la confianza del consumidor.<\/p>\n<p>\u00a0<\/p>\n<p>\u00bfTe interes\u00f3 el art\u00edculo? Puedes aprender m\u00e1s sobre el mundo de los negocios digitales con nuestro Master Internet Business. \u00a1Solicita admisi\u00f3n!<\/p>\n<p>\u00a0<\/p>\n<\/div><\/div>\n<\/p><\/div>\n<\/section><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Empresas deben fortalecer los lazos con sus clientes mediante una estrategia de Customer Experience Management (CEM)<\/p>\n","protected":false},"author":1,"featured_media":19406,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[47],"tags":[],"class_list":["post-19407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualidad-digital"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u00bfC\u00f3mo relacionarse con los clientes de la era digital?<\/title>\n<meta name=\"robots\" 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