array:40 [
"nid" => array:1 [
0 => array:1 [
"value" => "5817"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "4b1ea06b-8a44-4fd1-a0b0-ee70e4d01b42"
]
]
"vid" => array:1 [
0 => array:1 [
"value" => "26432"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"type" => array:1 [
0 => array:3 [
"target_id" => "blog"
"entity" => array:12 [
"uuid" => "94e21787-a9ce-42d4-b25d-f04014fca726"
"langcode" => "es"
"status" => true
"dependencies" => array:1 [
"module" => array:1 [
0 => "menu_ui"
]
]
"third_party_settings" => array:1 [
"menu_ui" => array:2 [
"available_menus" => []
"parent" => ""
]
]
"name" => "Blog"
"type" => "blog"
"description" => "Tipo de contenido para crear las entradas del blog"
"help" => null
"new_revision" => false
"preview_mode" => 0
"display_submitted" => false
]
"bundle" => "node_type"
]
]
"revision_timestamp" => array:1 [
0 => array:1 [
"value" => "1682435974"
]
]
"revision_uid" => array:1 [
0 => array:3 [
"target_id" => "41"
"entity" => array:34 [
"uid" => array:1 [
0 => array:1 [
"value" => "41"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "11a9d1db-c3f6-4f82-bad9-de4629b5dc0b"
]
]
"langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"preferred_admin_langcode" => array:1 [
0 => array:1 [
"value" => "es"
]
]
"name" => array:1 [
0 => array:1 [
"value" => "gestorweb@clubexcelencia.org"
]
]
"pass" => array:1 [
0 => array:1 [
"value" => "$2y$10$Jf8XiiM.kj1UdUI6MLNWJex4z9zzZitW6wfupn8CCX/Un/ni1KJtW"
]
]
"mail" => array:1 [
0 => array:1 [
"value" => "gestorweb@clubexcelencia.org"
]
]
"timezone" => array:1 [
0 => array:1 [
"value" => "UTC"
]
]
"status" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"created" => array:1 [
0 => array:1 [
"value" => "1593016575"
]
]
"changed" => array:1 [
0 => array:1 [
"value" => "1757437152"
]
]
"access" => array:1 [
0 => array:1 [
"value" => "1764761976"
]
]
"login" => array:1 [
0 => array:1 [
"value" => "1764590603"
]
]
"init" => array:1 [
0 => array:1 [
"value" => "gestorweb@clubexcelencia.org"
]
]
"roles" => array:2 [
0 => array:3 [
"target_id" => "administrador"
"entity" => array:9 [
"uuid" => "e91c0206-2fbd-41e6-a53a-12449f52c4f7"
"langcode" => "es"
"status" => true
"dependencies" => array:2 [
"config" => array:49 [
0 => "filter.format.basic_html"
1 => "filter.format.filtered_html"
2 => "filter.format.full_html_admin"
3 => "media.type.file"
4 => "media.type.file_image"
5 => "media.type.image"
6 => "media.type.image_background"
7 => "media.type.image_logo"
8 => "media.type.speaker"
9 => "media.type.video"
10 => "node.type.annual_report"
11 => "node.type.application_product"
12 => "node.type.award_product"
13 => "node.type.blog"
14 => "node.type.course"
15 => "node.type.course_product"
16 => "node.type.diagnosis_product"
17 => "node.type.event"
18 => "node.type.government_body"
19 => "node.type.government_committee"
20 => "node.type.knowledge"
21 => "node.type.knowledge_document"
22 => "node.type.knowledge_link"
23 => "node.type.layout"
24 => "node.type.news"
25 => "node.type.page"
26 => "node.type.partner"
27 => "node.type.press_release"
28 => "node.type.publication_product"
29 => "node.type.sponsor"
30 => "taxonomy.vocabulary.authors"
31 => "taxonomy.vocabulary.company_type"
32 => "taxonomy.vocabulary.criteria_efqm_2020"
33 => "taxonomy.vocabulary.delivery_method"
34 => "taxonomy.vocabulary.document_type"
35 => "taxonomy.vocabulary.event_type"
36 => "taxonomy.vocabulary.featured_content_sections"
37 => "taxonomy.vocabulary.government_body"
38 => "taxonomy.vocabulary.groups"
39 => "taxonomy.vocabulary.knowledge_type"
40 => "taxonomy.vocabulary.ods"
41 => "taxonomy.vocabulary.organiser"
42 => "taxonomy.vocabulary.sectors"
43 => "taxonomy.vocabulary.tags"
44 => "taxonomy.vocabulary.topics"
45 => "taxonomy.vocabulary.training_areas"
46 => "taxonomy.vocabulary.training_type"
47 => "taxonomy.vocabulary.values"
48 => "workflows.workflow.workflow_content"
]
"module" => array:40 [
0 => "block"
1 => "block_content"
2 => "block_content_permissions"
3 => "ceg_anonymous_users"
4 => "ceg_commerce_invoice"
5 => "ceg_commerce_promotions"
6 => "ceg_commerce_subscription"
7 => "ceg_common"
8 => "ceg_content_product"
9 => "ceg_content_structures"
10 => "ceg_erp_model"
11 => "ceg_notification"
12 => "ceg_partners"
13 => "ceg_registration"
14 => "ceg_subscription"
15 => "ceg_user"
16 => "commerce_invoice"
17 => "commerce_order"
18 => "conditional_fields"
19 => "content_moderation"
20 => "content_translation"
21 => "context_ui"
22 => "contextual"
23 => "file"
24 => "filter"
25 => "hide_revision_field"
26 => "locale"
27 => "media"
28 => "menu_link_content"
29 => "node"
30 => "paragraphs"
31 => "path"
32 => "pathauto"
33 => "sitemap"
34 => "system"
35 => "taxonomy"
36 => "toolbar"
37 => "votingapi_widgets"
38 => "webform"
39 => "yoast_seo"
]
]
"id" => "administrador"
"label" => "Administrador CEG"
"weight" => -7
"is_admin" => null
"permissions" => array:385 [
0 => "access administration pages CEG"
1 => "access block library"
2 => "access content"
3 => "access content overview"
4 => "access contextual links"
5 => "access files overview"
6 => "access media overview"
7 => "access revision field"
8 => "access sitemap"
9 => "access synchronize user form"
10 => "access taxonomy overview"
11 => "access toolbar"
12 => "access user profiles"
13 => "access webform submission user"
14 => "add ceg content product entities"
15 => "administer block content"
16 => "administer block content types"
17 => "administer block types"
18 => "administer blocks"
19 => "administer ceg invoices"
20 => "administer ceg notification settings"
21 => "administer ceg promotions"
22 => "administer ceg subscription"
23 => "administer content translation"
24 => "administer contexts"
25 => "administer media"
26 => "administer nodes"
27 => "administer taxonomy"
28 => "administer users"
29 => "administer yoast seo"
30 => "create annual_report content"
31 => "create application_product content"
32 => "create award_product content"
33 => "create banner block content"
34 => "create banner_side block content"
35 => "create blog content"
36 => "create content translations"
37 => "create course content"
38 => "create course_product content"
39 => "create diagnosis_product content"
40 => "create event content"
41 => "create file media"
42 => "create file_image media"
43 => "create government_body content"
44 => "create government_committee content"
45 => "create image media"
46 => "create image_background media"
47 => "create image_logo media"
48 => "create knowledge content"
49 => "create layout content"
50 => "create media"
51 => "create news content"
52 => "create page content"
53 => "create partner content"
54 => "create press_release content"
55 => "create publication_product content"
56 => "create speaker media"
57 => "create sponsor content"
58 => "create terms in authors"
59 => "create terms in company_type"
60 => "create terms in criteria_efqm_2020"
61 => "create terms in delivery_method"
62 => "create terms in document_type"
63 => "create terms in event_type"
64 => "create terms in featured_content_sections"
65 => "create terms in government_body"
66 => "create terms in groups"
67 => "create terms in knowledge_type"
68 => "create terms in ods"
69 => "create terms in organiser"
70 => "create terms in sectors"
71 => "create terms in tags"
72 => "create terms in topics"
73 => "create terms in training_areas"
74 => "create terms in training_type"
75 => "create terms in values"
76 => "create url aliases"
77 => "create video media"
78 => "delete all revisions"
79 => "delete annual_report revisions"
80 => "delete any annual_report content"
81 => "delete any application_product content"
82 => "delete any award_product content"
83 => "delete any banner block content"
84 => "delete any blog content"
85 => "delete any course content"
86 => "delete any course_product content"
87 => "delete any diagnosis_product content"
88 => "delete any event content"
89 => "delete any file media"
90 => "delete any file_image media"
91 => "delete any government_body content"
92 => "delete any government_committee content"
93 => "delete any image media"
94 => "delete any image_background media"
95 => "delete any image_logo media"
96 => "delete any knowledge content"
97 => "delete any knowledge_document content"
98 => "delete any knowledge_link content"
99 => "delete any media"
100 => "delete any news content"
101 => "delete any page content"
102 => "delete any partner content"
103 => "delete any press_release content"
104 => "delete any publication_product content"
105 => "delete any speaker media"
106 => "delete any sponsor content"
107 => "delete any video media"
108 => "delete application_product revisions"
109 => "delete award_product revisions"
110 => "delete blog revisions"
111 => "delete ceg content product entities"
112 => "delete content translations"
113 => "delete course revisions"
114 => "delete course_product revisions"
115 => "delete diagnosis_product revisions"
116 => "delete event revisions"
117 => "delete government_body revisions"
118 => "delete government_committee revisions"
119 => "delete knowledge revisions"
120 => "delete knowledge_document revisions"
121 => "delete knowledge_link revisions"
122 => "delete media"
123 => "delete news revisions"
124 => "delete own annual_report content"
125 => "delete own application_product content"
126 => "delete own award_product content"
127 => "delete own blog content"
128 => "delete own course content"
129 => "delete own course_product content"
130 => "delete own diagnosis_product content"
131 => "delete own event content"
132 => "delete own file media"
133 => "delete own file_image media"
134 => "delete own files"
135 => "delete own government_body content"
136 => "delete own government_committee content"
137 => "delete own image media"
138 => "delete own image_background media"
139 => "delete own image_logo media"
140 => "delete own knowledge content"
141 => "delete own knowledge_document content"
142 => "delete own knowledge_link content"
143 => "delete own news content"
144 => "delete own page content"
145 => "delete own partner content"
146 => "delete own press_release content"
147 => "delete own publication_product content"
148 => "delete own speaker media"
149 => "delete own sponsor content"
150 => "delete own video media"
151 => "delete page revisions"
152 => "delete partner revisions"
153 => "delete press_release revisions"
154 => "delete publication_product revisions"
155 => "delete sponsor revisions"
156 => "delete terms in authors"
157 => "delete terms in company_type"
158 => "delete terms in criteria_efqm_2020"
159 => "delete terms in delivery_method"
160 => "delete terms in document_type"
161 => "delete terms in event_type"
162 => "delete terms in featured_content_sections"
163 => "delete terms in government_body"
164 => "delete terms in groups"
165 => "delete terms in knowledge_type"
166 => "delete terms in ods"
167 => "delete terms in organiser"
168 => "delete terms in sectors"
169 => "delete terms in tags"
170 => "delete terms in topics"
171 => "delete terms in training_areas"
172 => "delete terms in training_type"
173 => "delete terms in values"
174 => "edit any annual_report content"
175 => "edit any application_product content"
176 => "edit any award_product content"
177 => "edit any blog content"
178 => "edit any course content"
179 => "edit any course_product content"
180 => "edit any diagnosis_product content"
181 => "edit any event content"
182 => "edit any file media"
183 => "edit any file_image media"
184 => "edit any government_body content"
185 => "edit any government_committee content"
186 => "edit any image media"
187 => "edit any image_background media"
188 => "edit any image_logo media"
189 => "edit any knowledge content"
190 => "edit any knowledge_document content"
191 => "edit any knowledge_link content"
192 => "edit any layout content"
193 => "edit any news content"
194 => "edit any page content"
195 => "edit any partner content"
196 => "edit any press_release content"
197 => "edit any publication_product content"
198 => "edit any speaker media"
199 => "edit any sponsor content"
200 => "edit any video media"
201 => "edit ceg content product entities"
202 => "edit ceg partners"
203 => "edit newsletter subscription entities"
204 => "edit own annual_report content"
205 => "edit own application_product content"
206 => "edit own award_product content"
207 => "edit own blog content"
208 => "edit own course content"
209 => "edit own course_product content"
210 => "edit own diagnosis_product content"
211 => "edit own event content"
212 => "edit own file media"
213 => "edit own file_image media"
214 => "edit own government_body content"
215 => "edit own government_committee content"
216 => "edit own image media"
217 => "edit own image_background media"
218 => "edit own image_logo media"
219 => "edit own knowledge content"
220 => "edit own knowledge_document content"
221 => "edit own knowledge_link content"
222 => "edit own layout content"
223 => "edit own news content"
224 => "edit own page content"
225 => "edit own partner content"
226 => "edit own press_release content"
227 => "edit own publication_product content"
228 => "edit own speaker media"
229 => "edit own sponsor content"
230 => "edit own video media"
231 => "edit own vote on node:course:field_voting"
232 => "edit terms in authors"
233 => "edit terms in company_type"
234 => "edit terms in criteria_efqm_2020"
235 => "edit terms in delivery_method"
236 => "edit terms in document_type"
237 => "edit terms in event_type"
238 => "edit terms in featured_content_sections"
239 => "edit terms in government_body"
240 => "edit terms in groups"
241 => "edit terms in knowledge_type"
242 => "edit terms in ods"
243 => "edit terms in organiser"
244 => "edit terms in sectors"
245 => "edit terms in tags"
246 => "edit terms in topics"
247 => "edit terms in training_areas"
248 => "edit terms in training_type"
249 => "edit terms in values"
250 => "notify of path changes"
251 => "revert all revisions"
252 => "revert annual_report revisions"
253 => "revert application_product revisions"
254 => "revert award_product revisions"
255 => "revert blog revisions"
256 => "revert course revisions"
257 => "revert course_product revisions"
258 => "revert diagnosis_product revisions"
259 => "revert event revisions"
260 => "revert government_body revisions"
261 => "revert government_committee revisions"
262 => "revert knowledge revisions"
263 => "revert knowledge_document revisions"
264 => "revert knowledge_link revisions"
265 => "revert news revisions"
266 => "revert page revisions"
267 => "revert partner revisions"
268 => "revert press_release revisions"
269 => "revert publication_product revisions"
270 => "revert sponsor revisions"
271 => "send test mail ceg notification"
272 => "translate annual_report node"
273 => "translate any entity"
274 => "translate application_product node"
275 => "translate award_product node"
276 => "translate block_content"
277 => "translate blog node"
278 => "translate company_type taxonomy_term"
279 => "translate course node"
280 => "translate course_product node"
281 => "translate diagnosis_product node"
282 => "translate document_type taxonomy_term"
283 => "translate event node"
284 => "translate featured_content_sections taxonomy_term"
285 => "translate file media"
286 => "translate file_image media"
287 => "translate government_body node"
288 => "translate government_body taxonomy_term"
289 => "translate groups taxonomy_term"
290 => "translate image media"
291 => "translate interface"
292 => "translate knowledge node"
293 => "translate knowledge_document node"
294 => "translate knowledge_link node"
295 => "translate menu_link_content"
296 => "translate news node"
297 => "translate page node"
298 => "translate paragraph"
299 => "translate press_release node"
300 => "translate publication_product node"
301 => "translate sectors taxonomy_term"
302 => "translate speaker media"
303 => "translate tags taxonomy_term"
304 => "translate topics taxonomy_term"
305 => "translate training_areas taxonomy_term"
306 => "translate training_type taxonomy_term"
307 => "translate video media"
308 => "update any banner block content"
309 => "update any banner_side block content"
310 => "update any basic block content"
311 => "update any call_to_action block content"
312 => "update any cards_news block content"
313 => "update any ceg_banner_image_block block content"
314 => "update any ceg_banner_text_block block content"
315 => "update any ceg_footer_links_block block content"
316 => "update any ceg_header_content_block block content"
317 => "update any content_featured_news block content"
318 => "update any counter block content"
319 => "update any hero_slide block content"
320 => "update any html block content"
321 => "update any iconos_rrss block content"
322 => "update any icons_2 block content"
323 => "update any icons_3 block content"
324 => "update any icons_4 block content"
325 => "update any image_popup block content"
326 => "update any imagen block content"
327 => "update any media"
328 => "update any rrss block content"
329 => "update any tabs block content"
330 => "update any test_bloque_html block content"
331 => "update any text block content"
332 => "update any texto_imagen_botones block content"
333 => "update any tribloque_servicios block content"
334 => "update content translations"
335 => "update media"
336 => "use text format basic_html"
337 => "use text format filtered_html"
338 => "use text format full_html_admin"
339 => "use workflow_content transition create_new_draft"
340 => "use workflow_content transition publish"
341 => "use workflow_content transition unpublished"
342 => "use yoast seo"
343 => "view all media revisions"
344 => "view all revisions"
345 => "view annual_report revisions"
346 => "view any unpublished content"
347 => "view any webform submission"
348 => "view application_product revisions"
349 => "view award_product revisions"
350 => "view blog revisions"
351 => "view ceg anonymous users"
352 => "view commerce_invoice"
353 => "view commerce_order"
354 => "view complete card all data socios"
355 => "view conditional fields"
356 => "view course revisions"
357 => "view course_product revisions"
358 => "view default commerce_invoice"
359 => "view diagnosis_product revisions"
360 => "view event revisions"
361 => "view government_body revisions"
362 => "view government_committee revisions"
363 => "view id paragraph"
364 => "view knowledge revisions"
365 => "view knowledge_document revisions"
366 => "view knowledge_link revisions"
367 => "view latest version"
368 => "view media"
369 => "view news revisions"
370 => "view own unpublished content"
371 => "view own unpublished media"
372 => "view own webform submission"
373 => "view page revisions"
374 => "view partner revisions"
375 => "view press_release revisions"
376 => "view publication_product revisions"
377 => "view published ceg content product entities"
378 => "view published cegregistration entities"
379 => "view published newsletter subscription entities"
380 => "view restricted block content"
381 => "view sponsor revisions"
382 => "view the administration theme"
383 => "view unpublished ceg content product entities"
384 => "view unpublished paragraphs"
]
]
"bundle" => "user_role"
]
1 => array:3 [
"target_id" => "usuario_ceg"
"entity" => array:9 [
"uuid" => "8feedb1e-88d8-43cf-8999-4523eb1fb21c"
"langcode" => "es"
"status" => true
"dependencies" => array:1 [
"module" => array:3 [
0 => "ceg_commerce_price"
1 => "ceg_erp_model"
2 => "file"
]
]
"id" => "usuario_ceg"
"label" => "Usuario CEG"
"weight" => 2
"is_admin" => null
"permissions" => array:11 [
0 => "benefit from reduced price award"
1 => "benefit from reduced price course"
2 => "benefit from reduced price diagnosis"
3 => "benefit from reduced price document"
4 => "benefit from reduced price event"
5 => "benefit from reduced price link"
6 => "benefit from reduced price publication"
7 => "benefit from reduced price subscription"
8 => "benefit from reduced price tool"
9 => "delete own files"
10 => "view complete card all data socios"
]
]
"bundle" => "user_role"
]
]
"default_langcode" => array:1 [
0 => array:1 [
"value" => "1"
]
]
"metatag" => array:3 [
0 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "title"
"content" => "Gestorweb Web Web 2 | Club Excelencia en Gestión"
]
]
1 => array:2 [
"tag" => "meta"
"attributes" => array:2 [
"name" => "description"
"content" => "Club Excelencia en Gestión"
]
]
2 => array:2 [
"tag" => "link"
"attributes" => array:2 [
"rel" => "canonical"
"href" => "https://ceg.dev-website.es/user/41"
]
]
]
"customer_profiles" => array:1 [
0 => array:3 [
"target_id" => "302"
"entity" => array:17 [
"profile_id" => array:1 [
0 => array:1 [
"value" => "302"
]
]
"uuid" => array:1 [
0 => array:1 [
"value" => "433d2ca6-855c-4f64-a7f1-58a78495cd9d"
]
]
"revision_id" => array:1 [
0 => array:1 [
"value" => "302"
]
]
"type" => array:1 [
0 => array:3 [
"target_id" => "customer"
"entity" => array:14 [
"uuid" => "6391bba6-494b-4ee4-ae02-3fff24c2a1a8"
"langcode" => "es"
"status" => true
"dependencies" => array:1 [ …1]
"third_party_settings" => array:1 [ …1]
"_core" => array:1 [ …1]
"id" => "customer"
"label" => "Datos del cliente"
"display_label" => "Datos del cliente"
"multiple" => true
"registration" => true
"roles" => []
"allow_revisions" => false
"new_revision" => false
]
"bundle" => "profile_type"
]
]
"revision_created" => array:1 [
0 => array:1 [
"value" => "1596021058"
]
]
"revision_user" => array:1 [
0 => array:3 [
"target_id" => "0"
"entity" => array:34 [
"uid" => array:1 [ …1]
"uuid" => array:1 [ …1]
"langcode" => array:1 [ …1]
"preferred_langcode" => array:1 [ …1]
"preferred_admin_langcode" => []
"name" => array:1 [ …1]
"pass" => []
"mail" => []
"timezone" => array:1 [ …1]
"status" => array:1 [ …1]
"created" => array:1 [ …1]
"changed" => array:1 [ …1]
"access" => array:1 [ …1]
"login" => array:1 [ …1]
"init" => []
"roles" => []
"default_langcode" => array:1 [ …1]
"metatag" => array:3 [ …3]
"customer_profiles" => []
"revision_log_settings" => []
"path" => array:1 [ …1]
"commerce_remote_id" => []
"field_erp_id" => array:1 [ …1]
"field_id_colectivos_erp" => []
"field_newsletter_secondary_email" => []
"field_notification_subscription" => array:1 [ …1]
"field_private_documents" => []
"field_secondary_mail" => []
"field_user_company_type" => []
"field_user_name" => []
"field_user_topics" => array:1 [ …1]
"field_user_type" => []
"field_user_validate" => []
"field_zoho_contact_id" => []
]
"bundle" => "user"
]
]
"revision_log_message" => []
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<p>En primer lugar, creo que los clientes deben ser el centro de nuestra estrategia, pero para definirla, no sólo debemos tenerles a ellos en cuenta, sino también a otros grupos de interés clave para nuestra organización.</p>\r\n
\r\n
<p>El <strong>Modelo EFQM</strong>, uno de los marcos de gestión más reconocidos a nivel mundial, en su última versión no habla de experiencia cliente, sino de <strong>experiencia global.</strong> ¿Por qué? Probablemente porque si queremos generar una buena experiencia cliente, debemos haber generado antes una buena experiencia a otros de nuestros grupos de interés clave. Si nuestros empleados, las personas de nuestra organización que se relacionan con nuestros clientes, están contentos es muchos más probable que contribuyan a crear una buena experiencia. Pero dependiendo de la naturaleza de nuestra organización y de cómo sea la prestación de nuestro servicio, pueden ser también claves nuestros <em>partners</em> o proveedores.</p>\r\n
\r\n
<p>Por otro lado, ya no es suficiente con preguntar a los clientes qué es lo que quieren, ni con medir su satisfacción en un determinado momento, tenemos que ir más allá. De hecho, cada vez estoy más convencida de que cuando preguntamos estamos condicionando una respuesta. Y depende del momento y de la situación, la persona te contestará una cosa u otra.</p>\r\n
\r\n
<p>¿Lo mejor? No preguntar<strong>. Lo que de verdad nos da información es analizar el comportamiento de nuestros clientes, ver cómo se han comportado en situaciones anteriores y poder actuar en consecuencia.</strong> Necesitamos analizar sus comportamientos: la forma en la que acceden a nuestros servicios o compran nuestros productos; cuándo lo hacen; la duración de la relación que mantienen con nosotros, etc.</p>\r\n
\r\n
<p>Hoy en día, los datos son infinitos, pero debemos analizarlos y aprovechar la información que nos proporcionan.</p>\r\n
\r\n
<p>Recientemente hemos celebrado un encuentro con los socios del Club Excelencia en Gestión centrado en la gestión de la experiencia de los clientes y estas son alguna de las claves con las que yo me quedé:</p>\r\n
\r\n
<ul>\r\n
\t<li><strong>Definamos quiénes son nuestros clientes:</strong> Parece muy obvio, pero no siempre lo es, sobre todo en los casos B2B. ¿A quiénes nos estamos dirigiendo? ¿En quiénes pensamos cuando diseñamos nuestros productos o servicios? ¿Es en esos en los que debemos pensar?</li>\r\n
\t<li>Para generar una buena experiencia no debemos mirar sólo a los clientes, debemos <strong>centrarnos en todos aquellos que se relacionan con ellos</strong> (empleados, partners, etc): cuidemos de ellos para que ellos cuiden de nuestros usuarios.</li>\r\n
\t<li><strong>Pensemos a medio/ largo plazo</strong>: generar momentos WOW puede no parecernos rentable a corto plazo, pero puede serlo si miramos más allá, si analizamos los beneficios de generar una buena experiencia, porque vincula a nuestros clientes y les impulsa a hablar de nosotros, a recomendarnos.</li>\r\n
\t<li>Debemos <strong>buscar un equilibrio entre la eficiencia y la hiper-personalización</strong> y eso no siempre resulta fácil. No se trata de hacer todo lo que nos digan los clientes que quieren que hagamos.</li>\r\n
\t<li><strong>Los procesos no son estáticos, porque los clientes no lo son</strong>. No sirve con analizar en un momento determinado. El entorno cambia muy rápido y también lo hacen los clientes, por lo que debemos ir aprendiendo, evolucionando y adaptando nuestros procesos de relación con ellos.</li>\r\n
</ul>\r\n
\r\n
<p>En definitiva, para mejorar la satisfacción de quienes solicitan nuestros productos o servicios no es suficiente con preguntarles o con definir un pasillo de cliente en un momento determinado. Debemos ir más allá de la experiencia cliente para conseguir generar un vínculo a futuro y garantizar nuestro éxito a largo plazo.</p>\r\n
"""
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