{"id":3765,"date":"2022-08-22T14:00:53","date_gmt":"2022-08-22T18:00:53","guid":{"rendered":"https:\/\/v2aconsulting.com\/insights\/cx-cumplir-con-la-promesa-a-traves-de-la-experiencia\/"},"modified":"2025-01-30T15:47:11","modified_gmt":"2025-01-30T19:47:11","slug":"cx-cumplir-con-la-promesa-a-traves-de-la-experiencia","status":"publish","type":"insights","link":"https:\/\/v2aconsulting.com\/es\/insights\/cx-cumplir-con-la-promesa-a-traves-de-la-experiencia\/","title":{"rendered":"CX: Cumplir con la promesa a trav\u00e9s de la experiencia"},"content":{"rendered":"

La experiencia del consumidor, com\u00fanmente conocida como CX, es un tema que cada d\u00eda cobra mayor relevancia. Desde que nuestras vidas se viraron al rev\u00e9s con la pandemia del COVID-19, los consumidores se han visto forzados a un modo de vida m\u00e1s digital, donde las exigencias para una experiencia automatizada, sencilla y fluida es lo m\u00ednimo esperado. Todas las empresas tienen esto en la mente y quieren adelantarse en la carrera por ganar consumidores, proporcionando la mejor experiencia posible. Al mismo tiempo, los l\u00edderes empresariales no est\u00e1n familiarizados con la terminolog\u00eda o los marcos de metodolog\u00eda de CX, pero sienten la necesidad de saber m\u00e1s y obtener ayuda para mejorar CX.<\/p>\n

\u00bfQu\u00e9 es CX? <\/strong><\/p>\n

CX es la percepci\u00f3n de un consumidor antes, durante y despu\u00e9s de adquirir un producto o servicio. Es la suma de experiencias que tiene un consumidor en su traves\u00eda por todos los puntos de contacto de ese producto o servicio. Es importante recalcar que CX no es equivalente a servicio al cliente. Servicio al cliente son esas interacciones puntuales que tiene un cliente con la empresa.\u00a0 CX trasciende estas interacciones discretas, es el sentir del consumidor durante todo el proceso, desde que est\u00e1 pensando en adquirir el producto o servicio, evaluando las alternativas, gestionando la compra y luego experimentando el uso del producto para finalmente recomendarlo a otros.<\/p>\n

\"\"<\/p>\n

\u00bfPor qu\u00e9 es tan importante el CX?\"\" <\/strong><\/p>\n

El enfoque de experiencia en el consumidor asegura una recompra de hasta 86%<\/strong>.\u00a0 <\/strong>En un estudio de 10,000 consumidores de EE. UU., casi 9 de 10 clientes que recibieron una excelente experiencia probablemente volver\u00edan a comprar de la misma empresa. Esto se compara con s\u00f3lo el 13% de los que recibieron un CX deficiente.<\/p>\n

As\u00ed mismo la experiencia en CX aumenta significativamente la probabilidad de que los consumidores recomienden (77%) y conf\u00eden (79%) en la empresa.<\/p>\n

Para alcanzar estos niveles de \u00e9xito, se requiere una transformaci\u00f3n centrada en el consumidor. Transformar de una experiencia meramente transaccional a un deleitar el consumidor cada vez que piense, compre, use y hable del producto o servicio que est\u00e1 comprando. Este tipo de transformaci\u00f3n CX conlleva un cambio fundamental de mentalidad, junto con mejoras operativas e inversiones en tecnolog\u00eda.<\/p>\n

Transformaciones CX: Marco Metodol\u00f3gico<\/strong><\/p>\n

En V2A, hemos desarrollado un marco metodol\u00f3gico para las Transformaciones CX.\u00a0 Es un marco sencillo, enfocado en la Experiencia del Cliente o CX<\/strong> como centro de todo.<\/p>\n

\"\"<\/p>\n

Propuesta de Valor<\/strong>: Lo primero que toda empresa debe entender es qui\u00e9n es el cliente y qu\u00e9 es lo que quiere. Luego entender qu\u00e9 ofrece la empresa para poder satisfacer las necesidades y deseos de esos clientes.\u00a0 Cuando se cruza esa necesidad con la oferta, llegas a la Propuesta de Valor o a \u2018Definir la Promesa\u2019<\/em><\/strong>, es decir, lo que nos comprometemos a ofrecerle a nuestros clientes en su experiencia con la empresa.<\/p>\n

Traves\u00eda del Consumidor<\/strong>: Para \u2018Cumplir la Promesa\u2019<\/em><\/strong> hay que entender claramente c\u00f3mo es la experiencia del cliente hoy en d\u00eda y c\u00f3mo queremos que sea en el futuro.\u00a0 Esto requiere mapear la traves\u00eda actual del cliente a trav\u00e9s de todos los potenciales contactos, identificar los puntos de quiebre donde la experiencia resulta m\u00e1s insatisfactoria, y luego mapear la traves\u00eda ideal.<\/p>\n

Capacidades Organizacionales: <\/strong>Para \u2018Habilitar la Promesa\u2019<\/em><\/strong>, hay que identificar los procesos, recursos y sistemas internos que est\u00e1n interactuando con la experiencia del consumidor. Teniendo la propuesta de valor y la experiencia del consumidor deseada, es importante identificar oportunidades de mejora en estos procesos operacionales y redise\u00f1arlos.\u00a0 Hay que tener una infraestructura gerencial para gestionar el cambio hacia CX, incluyendo tableros con indicadores de \u00e9xito para poder monitorear el impacto en la experiencia del cliente.\u00a0 Por \u00faltimo, la organizaci\u00f3n completa debe adoptar una mentalidad y comportamiento centrado en el cliente.\u00a0 Muchas veces esto requiere transformaciones culturales y procesos de manejo de cambio robustos.<\/p>\n

Conclusi\u00f3n<\/strong><\/p>\n

La clave del \u00e9xito en cualquier transformaci\u00f3n CX recae en la habilidad de la organizaci\u00f3n completa, desde el alto ejecutivo hasta el empleado de piso, de alinearse hacia una visi\u00f3n en com\u00fan centrada en el consumidor con sus acciones y actitudes, habilitado por un apoyo gerencial, con los procesos adecuados y sistemas robustos para entregar la experiencia deseada. Enfocarse en estos elementos ayudar\u00e1 a cumplir con la promesa que le hacemos a nuestros consumidores. \u00a1No esperes hasta ma\u00f1ana para comenzar la transformaci\u00f3n CX en tu empresa!<\/strong><\/p>\n

Disclaimer<\/h6>\n

Accuracy and Currency of Information: Information throughout this \u201cInsight\u201d is obtained from sources that we believe are reliable, but we do not warrant or guarantee the timeliness or accuracy of this information. While the information is considered to be true and correct at the date of publication, changes in circumstances after the time of publication may impact the accuracy of the information. The information may change without notice and V2A is not in any way liable for the accuracy of any information printed and stored, or in any way interpreted and used by a user.<\/p>\n","protected":false},"excerpt":{"rendered":"

La experiencia del consumidor, conocida como (CX), es un tema cada d\u00eda m\u00e1s relevante. Desde la pandemia, los consumidores se han visto obligados a adoptar una forma de vida m\u00e1s digital, en la que es necesaria una experiencia del cliente automatizada, sencilla y sin problemas.<\/p>\n","protected":false},"author":1,"featured_media":2495,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"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":"","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":""}}},"categories":[40],"tags":[],"industry":[],"market":[59],"service":[50],"insight-type":[56],"class_list":["post-3765","insights","type-insights","status-publish","has-post-thumbnail","hentry","category-destacado","market-republica-dominicana","service-operaciones","insight-type-articulo"],"acf":[],"yoast_head":"\nCX: Cumplir con la promesa a trav\u00e9s de la experiencia - V2A<\/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:\/\/v2aconsulting.com\/es\/insights\/cx-cumplir-con-la-promesa-a-traves-de-la-experiencia\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CX: Cumplir con la promesa a trav\u00e9s de la experiencia\" \/>\n<meta property=\"og:description\" content=\"La experiencia del consumidor, conocida como (CX), es un tema cada d\u00eda m\u00e1s relevante. 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