{"id":4991,"date":"2017-12-06T17:10:36","date_gmt":"2017-12-06T20:10:36","guid":{"rendered":"https:\/\/feninjer.com.br\/mulheres-brilhantes-definem-agenda-de-2018-e-buscam-parcerias-copy\/"},"modified":"2017-12-06T17:22:38","modified_gmt":"2017-12-06T20:22:38","slug":"a-experiencia-do-cliente-comeca-na-preocupacao-com-o-basico","status":"publish","type":"post","link":"https:\/\/feninjer.com.br\/?p=4991","title":{"rendered":"A experi\u00eancia do cliente come\u00e7a na preocupa\u00e7\u00e3o com o b\u00e1sico"},"content":{"rendered":"<p><em>Ricardo Pena, da Avaya, explica quais elementos precisam ser prioridade para as empresas que querem entregar experi\u00eancias inesquec\u00edveis aos clientes<\/em><\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone wp-image-4993\" src=\"https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/experiencia-cliente.jpg\" alt=\"\" width=\"900\" height=\"618\" srcset=\"https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/experiencia-cliente.jpg 615w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/experiencia-cliente-570x391.jpg 570w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/experiencia-cliente-300x206.jpg 300w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/experiencia-cliente-600x412.jpg 600w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><\/p>\n<p>Falar sobre experi\u00eancia do cliente n\u00e3o \u00e9 exatamente uma novidade, mas as conversas a respeito \u2013 num mundo de constante desenvolvimento tecnol\u00f3gico \u2013 t\u00eam crescido. O conceito ganhou at\u00e9 sigla: CX, em refer\u00eancia ao termo ingl\u00eas Customer Experience. Dentro deste contexto, se no passado consider\u00e1vamos concorrentes apenas aquelas empresas que ofereciam os mesmo produtos e servi\u00e7os, hoje temos que considerar que todas as que entregam uma experi\u00eancia diferente tamb\u00e9m s\u00e3o concorrentes.<\/p>\n<p>Para os clientes, n\u00e3o importa qual seja o segmento do seu neg\u00f3cio. Se ele comprou um telefone celular e teve uma experi\u00eancia sensacional, vai querer viver sensa\u00e7\u00f5es semelhantes na pr\u00f3xima compra \u2013 n\u00e3o somente de um novo telefone, mas de um carro, viagem, brinquedo, entre outros.<\/p>\n<p>Com isso em mente, percebemos que a empresa que n\u00e3o se preocupar com as sensa\u00e7\u00f5es que o cliente ter\u00e1 ao se relacionar com ela cometer\u00e1 um erro fatal. Mas como saber qual \u00e9 a hora certa de investir em CX? Ser\u00e1 que sua empresa est\u00e1 pronta para evoluir e entregar uma experi\u00eancia positiva?<\/p>\n<p>A resposta para essa pergunta \u00e9 evidenciada no conceito piramidal. Nele, a base da pir\u00e2mide \u00e9 formada pelo\u00a0produto\u00a0que, dentro de uma realidade de mercado cada vez mais competitivo, tende a se igualar ou aproximar entre os competidores. Por isso, \u00e9 esperado que uma empresa tenha um bom produto para ao menos se igualar a outras op\u00e7\u00f5es de mercado e atender a essa expectativa \u2013 b\u00e1sica! \u2013 do cliente.<\/p>\n<p>A pir\u00e2mide segue afunilando pelo\u00a0servi\u00e7o. Se bem executado,\u00a0ele j\u00e1 \u00e9 um gerador de diferencia\u00e7\u00e3o para a empresa. Aqui, a companhia come\u00e7a a pensar com um pouco mais de ambi\u00e7\u00e3o e pode planejar o pr\u00f3ximo passo (o topo do modelo piramidal):\u00a0gerar uma experi\u00eancia \u00fanica para o cliente. Como consequ\u00eancia, ela pode se distinguir no mercado. \u00c9 neste momento \u2013 de verdadeira distin\u00e7\u00e3o \u2013 que o cliente dar\u00e1 prefer\u00eancia a uma empresa em rela\u00e7\u00e3o a outra.<\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-4994\" src=\"https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/piramide-cliente-experiencia-avaya.png\" alt=\"\" width=\"900\" height=\"599\" srcset=\"https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/piramide-cliente-experiencia-avaya.png 473w, https:\/\/feninjer.com.br\/wp-content\/uploads\/2017\/12\/piramide-cliente-experiencia-avaya-300x200.png 300w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><\/p>\n<p>Este conceito piramidal desvenda o caminho a ser trilhado. Para pensar em CX, primeiro \u00e9 preciso avaliar a qualidade dos produtos e servi\u00e7os. Caso um desses dois esteja abaixo do esperado pelos clientes, \u00e9 imperativo evoluir nesses aspectos para ent\u00e3o pensar em gerar uma boa experi\u00eancia. N\u00e3o h\u00e1 como se distinguir no mercado se as camadas b\u00e1sicas estiverem abaixo do esperado.<\/p>\n<p><strong>Fonte:<\/strong> <a href=\"http:\/\/www.consumidormoderno.com.br\/2017\/12\/01\/experiencia-cliente-comeca-basico\/\">Consumidor Moderno<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ricardo Pena, da Avaya, explica quais elementos precisam ser prioridade para as empresas que querem entregar experi\u00eancias inesquec\u00edveis aos clientes Falar sobre experi\u00eancia do cliente n\u00e3o \u00e9 exatamente uma novidade, mas as conversas a respeito \u2013 num mundo de constante desenvolvimento tecnol\u00f3gico \u2013 t\u00eam crescido. O conceito ganhou at\u00e9 sigla: CX, em refer\u00eancia ao termo [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4995,"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":[563,1058,456,1056,1057],"class_list":["post-4991","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacao-e-marketing","category-gestao","tag-cliente","tag-customer-experience","tag-experiencia","tag-produto","tag-servico"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>A experi\u00eancia do cliente come\u00e7a na preocupa\u00e7\u00e3o com o b\u00e1sico - 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=4991\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A experi\u00eancia do cliente come\u00e7a na preocupa\u00e7\u00e3o com o b\u00e1sico - FENINJER+ 2026 | A Maior Feira de Joias da Am\u00e9rica Latina\" \/>\n<meta property=\"og:description\" content=\"Ricardo Pena, da Avaya, explica quais elementos precisam ser prioridade para as empresas que querem entregar experi\u00eancias inesquec\u00edveis aos clientes Falar sobre experi\u00eancia do cliente n\u00e3o \u00e9 exatamente uma novidade, mas as conversas a respeito \u2013 num mundo de constante desenvolvimento tecnol\u00f3gico \u2013 t\u00eam crescido. 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