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<p><strong><em>Las organizaciones están poniendo cada vez más el foco en la experiencia de cliente. Es por ello por lo que el <a href="http://www.clubexcelencia.org/" target="_blank">Club Excelencia en Gestión</a> ha organizado dos talleres en Madrid y Barcelona para promover el cambio de mentalidad organizacional y convertir un servicio en una auténtica experiencia de cliente. Más de 50 personas de entidades socias del Club han participado en estos dos encuentros.</em></strong></p>\r\n
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<p> </p>\r\n
\r\n
<p>El Club Excelencia en Gestión ha puesto en marcha dos actividades en sus respectivas sedes, el 13 de marzo en Madrid y el 20 de marzo en Barcelona, bajo el título ‘<strong><a href="https://clubexcelencia.org/conocimiento/plataforma-de-conocimiento/documentacion-taller-cambiamos-la-mentalidad-convertir-un" target="_blank">Cambiemos la mentalidad’</a></strong><strong>.</strong> Los talleres, a los que han asistido más de 50 personas de organizaciones de muy diversos sectores de actividad, tienen como objetivo resaltar la importancia del cambio de mentalidad en la experiencia cliente. El Club ha decidido organizar estos talleres de forma doble al ser la actividad que mayor éxito obtuvo en el Foro Anual del Club del año pasado.</p>\r\n
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<p>En cada uno de los encuentros los participantes han trabajado formando equipos, que han desarrollado un trabajo en formato de co-creación y <em>Desing Thinking</em> con el fin de mejorar la experiencia cliente a través de 5 fases: empatizar, definir, idear, prototipar y testear. Y es que, en un mundo cada vez más complejo y cambiante, el pensamiento actual lineal no es suficiente para afrontar los retos del presente. Por este motivo, estas herramientas permiten aflorar otros pensamientos como el creativo, el pensamiento crítico o el intuitivo y son claves para dar respuesta a los nuevos paradigmas. Además, estas técnicas conectan productos y servicios con las necesidades reales de los clientes, y, por tanto, ahora son un recurso muy importante para trabajar un programa de VoC completo y avanzado.</p>\r\n
\r\n
<p>Tras la bienvenida, ambos talleres han dado comienzo con una charla sobre <strong>‘La importancia del cambio de mentalidad en la “Experiencia Cliente</strong>”’ a cargo de José Luis Delmas, Director en MADISON Market Research. Acto seguido, Delmas ha liderado, junto a su equipo, el taller propiamente dicho <strong>“¿Cambiamos la mentalidad?: convertir un servicio en una experiencia de cliente</strong>”, en el que se han empleado las metodologías de co-creación y <em>Desing Thinking</em>. </p>\r\n
\r\n
<p>En estas actividades se han tratado temas como los puntos clave para generar clientes (confianza, comodidad, tiempo, creación de momentos inolvidables y sorprender al cliente); por qué el cambio de mentalidad es necesario viendo cómo se están transformando las tendencias de los consumidores; qué esperan los clientes de las organizaciones, o cómo crear nuevas oportunidades para las organizaciones en el entorno VUCA. </p>\r\n
\r\n
<p>El feeback ha sido muy positivo en ambas ocasiones, por lo que ésta temática centrará alguna de las actividades que el Club Excelencia en Gestión siga organizando en el futuro.</p>\r\n
\r\n
<p><strong>Se puede consultar la documentación del Taller en ÁGORA CEG: <a href="https://clubexcelencia.org/conocimiento/plataforma-de-conocimiento/documentacion-taller-cambiamos-la-mentalidad-convertir-un" target="_blank">Documentación - Taller : ¿Cambiamos la mentalidad?. Convertir un servicio en una experiencia de cliente</a></strong></p>\r\n
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