Cómo mejorar la experiencia de los clientes
Estar centrado en el cliente como filosofía comercial para mantener satisfechos y fidelizados a los clientes requiere integrar los esfuerzos y compromisos de todas las áreas de la empresa, alineada en todos los niveles con los objetivos y con un eficiente sistema de comunicación para trasmitir las políticas comerciales, capacitaciones y recibir la retroalimentación de manera oportuna.
Pero primero hay que empezar mantener a los empleados motivados y enfocados en generar experiencias memorables para el cliente lo que llevará a fidelizarlo, asegurando su recompra y así a largo plazo permitir la sostenibilidad de la empresa. Y esto se logra pasando de simples interacciones a la generación de conexiones emocionales duraderas.
Parte de ofrecer una buena experiencia consiste en tener la disponibilidad del producto de acuerdo al perfil de consumo del punto de venta, ofrecer una asesoría profesional y seria, la aplicación correcta del visual merchandising, elaborar una estrategia de integración entre las compras on line y off line de tal manera que el cliente las perciba complementarias.
Kevin Heredia Jimenez
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