{"id":12964,"date":"2019-02-13T14:09:15","date_gmt":"2019-02-13T17:09:15","guid":{"rendered":"https:\/\/feninjer.com.br\/?p=12964"},"modified":"2019-02-13T14:09:15","modified_gmt":"2019-02-13T17:09:15","slug":"clientes-nao-querem-falar-com-robos-nas-lojas-ou-na-internet","status":"publish","type":"post","link":"https:\/\/feninjer.com.br\/?p=12964","title":{"rendered":"Clientes n\u00e3o querem falar com rob\u00f4s nas lojas ou na internet"},"content":{"rendered":"<p><em>Por Gustavo Carrer<\/em><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-medium wp-image-12965\" src=\"https:\/\/feninjer.com.br\/wp-content\/uploads\/2019\/02\/The-Pepper-robot-Photo-by-Parmy-Olson-360x294.jpg\" alt=\"\" width=\"360\" height=\"294\" srcset=\"https:\/\/feninjer.com.br\/wp-content\/uploads\/2019\/02\/The-Pepper-robot-Photo-by-Parmy-Olson-360x294.jpg 360w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2019\/02\/The-Pepper-robot-Photo-by-Parmy-Olson-768x627.jpg 768w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2019\/02\/The-Pepper-robot-Photo-by-Parmy-Olson-600x490.jpg 600w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2019\/02\/The-Pepper-robot-Photo-by-Parmy-Olson-570x466.jpg 570w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2019\/02\/The-Pepper-robot-Photo-by-Parmy-Olson.jpg 960w\" sizes=\"(max-width: 360px) 100vw, 360px\" \/><\/p>\n<p>Estudo conduzido pela Oracle NetSuite, em parceria com Wakefield Research e The Retail Doctor, e apresentado na NRF 2019, mostra que os consumidores n\u00e3o querem falar com rob\u00f4s nas lojas f\u00edsicas, da mesma forma que rejeitam os \u201c<em>chatbots<\/em>\u201d dos sites de e-commerce.<\/p>\n<p>Realizado com 1.200 consumidores e 400 executivos do varejo nos EUA, Reino Unido e Austr\u00e1lia, o estudo tamb\u00e9m evidencia o abismo que existe entre as percep\u00e7\u00f5es desses dois grupos.<\/p>\n<p>Vejam abaixo o que os executivos do varejo entendem que os clientes querem, e o que de fato eles realmente sentem ou desejam:<\/p>\n<ul>\n<li>73% dos executivos do varejo acreditam que o ambiente das lojas se tornou mais convidativos e atraentes nos \u00faltimos cinco anos. Mas apenas 45% dos consumidores concordam, sendo que 19% deles entendem que elas ficaram menos convidativas.<\/li>\n<li>79% dos executivos do varejo acreditam que os\u00a0<em>chatbots<\/em>est\u00e3o atendendo as principais necessidades dos clientes. Mas dois ter\u00e7os dos consumidores (66%) discordam e entendem que eles atrapalham mais do que ajudam.<\/li>\n<li>Quase todos, cerca de 98% dos executivos do varejo, pensam que engajar os clientes nas m\u00eddias sociais \u00e9 extremamente importante para construir relacionamentos mais fortes e duradouros. Mas apenas 12% dos consumidores acham que as m\u00eddias sociais tenham impacto significativo sobre o que eles pensam ou sentem a respeito das marcas e lojas.<\/li>\n<\/ul>\n<p>J\u00e1 t\u00ednhamos pistas de que os consumidores preferem serem atendidos por pessoas em vez de rob\u00f4s, mas essa nova pesquisa joga luz sobre outra quest\u00e3o importante: como as percep\u00e7\u00f5es de empresas e clientes s\u00e3o diferentes.<\/p>\n<p>Apesar do enorme volume de dados gerados todos os dias com o <em>big data<\/em>, fica evidente que os profissionais do varejo n\u00e3o conseguem acompanhar, perdendo aquela proximidade do cliente, o que muitos chamam de \u201cbarriga no balc\u00e3o\u201d.<\/p>\n<p>\u201cAs expectativas dos consumidores n\u00e3o apenas est\u00e3o mudando rapidamente, mas tamb\u00e9m de pessoa a pessoa e de momento a momento. Isso tem tornado incrivelmente dif\u00edcil para os varejistas se manterem em sintonia com eles\u201d,\u00a0<strong>Matthew Rhodus<\/strong><\/p>\n<p><strong>\u00a0<\/strong>Este distanciamento t\u00e3o evidenciado na pesquisa n\u00e3o pode ser interpretado simplesmente como uma defici\u00eancia dos gestores, de fato isto mostra que existe uma extraordin\u00e1ria oportunidade para que os varejistas melhorem suas rela\u00e7\u00f5es com os clientes.<\/p>\n<p><strong><em>Gustavo Carrer<\/em><\/strong><strong><em>\u00e9 consultor e editor do\u00a0<a href=\"https:\/\/varejoemdia.com\/\" target=\"_blank\" rel=\"noopener\">varejoemdia<\/a><\/em><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Por Gustavo Carrer Estudo conduzido pela Oracle NetSuite, em parceria com Wakefield Research e The Retail Doctor, e apresentado na NRF 2019, mostra que os consumidores n\u00e3o querem falar com rob\u00f4s nas lojas f\u00edsicas, da mesma forma que rejeitam os \u201cchatbots\u201d dos sites de e-commerce. Realizado com 1.200 consumidores e 400 executivos do varejo nos [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":12966,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":"","_links_to":"","_links_to_target":""},"categories":[102,6],"tags":[2756],"class_list":["post-12964","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacao-e-marketing","category-gestao","tag-chatbots"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Clientes n\u00e3o querem falar com rob\u00f4s nas lojas ou na internet - FENINJER+ 2026 | A Maior Feira de Joias da Am\u00e9rica Latina<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/feninjer.com.br\/?p=12964\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Clientes n\u00e3o querem falar com rob\u00f4s nas lojas ou na internet - FENINJER+ 2026 | A Maior Feira de Joias da Am\u00e9rica Latina\" \/>\n<meta property=\"og:description\" content=\"Por Gustavo Carrer Estudo conduzido pela Oracle NetSuite, em parceria com Wakefield Research e The Retail Doctor, e apresentado na NRF 2019, mostra que os consumidores n\u00e3o querem falar com rob\u00f4s nas lojas f\u00edsicas, da mesma forma que rejeitam os \u201cchatbots\u201d dos sites de e-commerce. 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