{"id":1406,"date":"2020-06-29T14:22:28","date_gmt":"2020-06-29T19:22:28","guid":{"rendered":"https:\/\/www.aldia.unah.edu.pe\/?p=1406"},"modified":"2020-06-29T14:22:30","modified_gmt":"2020-06-29T19:22:30","slug":"estrategias-para-la-experiencia-del-cliente","status":"publish","type":"post","link":"https:\/\/aldia.unah.edu.pe\/?p=1406","title":{"rendered":"Estrategias para la experiencia del cliente"},"content":{"rendered":"\n
\"\"
Idelia Mirta Cristobal Lobaton<\/span>
icristobal@unah.edu.pe<\/figcaption><\/figure>\n
\n

Es bueno conocer las tendencias del consumidor post- COVID-19 y prepararnos con nuevas experiencias para los clientes. Waldin Duran Gerente Comercial BTH Hotel, nos recuerda que la gesti\u00f3n de la experiencia del cliente consiste en dise\u00f1ar y reaccionar a las interacciones de los clientes para cumplir o exceder sus expectativas.<\/span><\/p>\n

\n

\u00bfPor qu\u00e9 adaptar mi estrategia de experiencia del cliente?<\/span><\/p>\n

    \n
  • Para mantenernos relevantes en un nuevo ambiente complejo<\/span><\/li>\n
  • Ser\u00e1 el valor que permitir\u00e1 destacar, recuperarme m\u00e1s r\u00e1pido sin sacrificar precios.<\/span><\/li>\n
  • Mantener la lealtad de los clientes y hu\u00e9spedes<\/span><\/li>\n
  • Conseguir resultados positivos a largo plazo<\/span><\/li>\n<\/ul>\n

    En un estudio sobre Tendencias y comportamiento del consumidor y viajero post-covid-19, realizado por McKinSey & Company aplicado en EE.UU, China, Espa\u00f1a y algunos pa\u00edses de Latinoam\u00e9rica, se concluye:<\/span><\/p>\n

    \n

    Tendencias del consumidor Post-COVID-19<\/strong><\/span><\/p>\n

    \n
      \n
    • El 70% de los consumidores en los pa\u00edses m\u00e1s afectados anticipan ajustes de sus rutinas durante cuatro meses o m\u00e1s.<\/span><\/li>\n
    • A medida que los ingresos han disminuido, los consumidores gastan en categor\u00edas esenciales y no discrecionales.<\/span><\/li>\n
    • Los consumidores est\u00e1n cambiando a soluciones digitales y en l\u00ednea para obtener bienes y servicios.<\/span><\/li>\n
    • Los consumidores quieren tranquilidad adicional para reanudar las actividades diarias fuera de sus hogares. Otros alrededor del 10% al 15% en la mayor\u00eda de los pa\u00edses, esperan una vacuna para reanudar sus actividades.<\/span><\/li>\n
    • Los consumidores quieren ver un \u00e9nfasis continuo en la limpieza y la seguridad.<\/span><\/span>
      <\/li>\n<\/ul>\n

      Tendencias del viajero Post-COVID 19<\/strong><\/span><\/p>\n

      \n
        \n
      • Los viajeros j\u00f3venes, solteros y experimentados se esperan que viajen primero.<\/span><\/li>\n
      • Destinos dom\u00e9sticos es la elecci\u00f3n m\u00e1s realista para los viajeros en la mayor\u00eda de los pa\u00edses.<\/span><\/li>\n
      • La mayor\u00eda viajar\u00e1n con alternativas m\u00e1s econ\u00f3micas que antes.<\/span><\/li>\n
      • Aumentar\u00e1 levemente el porcentaje de personas que utilicen casas de familiares, alquileres a corto plazo, casa de amigos.<\/span><\/li>\n
      • Los hoteles de clase econ\u00f3mica son los que m\u00e1s han mostrado mayor recuperaci\u00f3n.<\/span><\/li>\n
      • El viajero preferir\u00e1 m\u00e1s viajes terrestres y hasta con veh\u00edculos propios.<\/span><\/li>\n
      • Habr\u00e1 una gran oportunidad de reservar directamente por las p\u00e1ginas web de los establecimientos.<\/span><\/li>\n
      • M\u00e1s del 80% de los viajeros quieren informarse de las medidas de seguridad de los establecimientos.<\/span><\/li>\n
      • La selecci\u00f3n de un seguro para cancelaciones de viajes aumentar\u00e1.<\/span><\/li>\n
      • Las motivaciones para el segmento senior no van a cambiar excesivamente despu\u00e9s de la crisis, sobre todo van a buscar seguir conociendo el mundo, al igual que antes.<\/span><\/span>
        <\/li>\n<\/ul>\n

        Finalmente, los aspectos que debemos tomar en cuenta en la gesti\u00f3n de la experiencia del cliente<\/strong>:<\/span><\/p>\n

        \n
          \n
        • Los empleados felices \u00a1son m\u00e1s productivos!, esta interacci\u00f3n cliente externo y cliente interno ser\u00e1 un \u00e9xito.<\/span><\/li>\n
        • Conexi\u00f3n humana: (recolectar informaci\u00f3n del cliente por interacci\u00f3n de las redes sociales para luego convertirlas en detalles que fortalezcan la relaci\u00f3n)<\/span><\/li>\n
        • Valor agregado, mirar el negocio a trav\u00e9s de los ojos del cliente te ayudar\u00e1 a identificar que es importante para ellos.<\/span><\/li>\n
        • Gesti\u00f3n de la informaci\u00f3n, ayudarse del mapa de viaje del cliente considerando: Las Acciones, Puntos de contacto, Experiencia, Sentimiento y Oportunidad.<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

          Es bueno conocer las tendencias del consumidor post- COVID-19 y prepararnos con nuevas experiencias para los clientes. Waldin Duran Gerente Comercial BTH Hotel, nos recuerda que la gesti\u00f3n de la experiencia del cliente consiste en dise\u00f1ar y reaccionar a las interacciones de los clientes para cumplir o exceder sus expectativas. \u00bfPor qu\u00e9 adaptar mi estrategia […]<\/p>\n","protected":false},"author":1,"featured_media":1408,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[37],"tags":[],"class_list":["post-1406","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-idelia-m-cristobal-lobaton"],"yoast_head":"\nEstrategias para la experiencia del cliente - UNAH ALDIA<\/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:\/\/aldia.unah.edu.pe\/?p=1406\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Estrategias para la experiencia del cliente - UNAH ALDIA\" \/>\n<meta property=\"og:description\" content=\"Es bueno conocer las tendencias del consumidor post- COVID-19 y prepararnos con nuevas experiencias para los clientes. Waldin Duran Gerente Comercial BTH Hotel, nos recuerda que la gesti\u00f3n de la experiencia del cliente consiste en dise\u00f1ar y reaccionar a las interacciones de los clientes para cumplir o exceder sus expectativas. \u00bfPor qu\u00e9 adaptar mi estrategia […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/aldia.unah.edu.pe\/?p=1406\" \/>\n<meta property=\"og:site_name\" content=\"UNAH ALDIA\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/unahlicenciada\" \/>\n<meta property=\"article:published_time\" content=\"2020-06-29T19:22:28+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-06-29T19:22:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/aldia.unah.edu.pe\/wp-content\/uploads\/2020\/06\/Revista-NEO.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"adminaldia\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"adminaldia\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/aldia.unah.edu.pe\/?p=1406#article\",\"isPartOf\":{\"@id\":\"https:\/\/aldia.unah.edu.pe\/?p=1406\"},\"author\":{\"name\":\"adminaldia\",\"@id\":\"https:\/\/aldia.unah.edu.pe\/#\/schema\/person\/17033d3e421fee54b15482d54680e0b6\"},\"headline\":\"Estrategias para la experiencia del cliente\",\"datePublished\":\"2020-06-29T19:22:28+00:00\",\"dateModified\":\"2020-06-29T19:22:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/aldia.unah.edu.pe\/?p=1406\"},\"wordCount\":531,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/aldia.unah.edu.pe\/#organization\"},\"articleSection\":[\"Idelia M. 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