En un mundo guiado por la tecnología y los datos, las marcas se esfuerzan en entender mejor a sus consumidores, recopilando información que les ayude a reforzar la relación con sus clientes. Esto es algo que los clientes saben muy bien y están dispuestos a brindar de primera mano con la condición de que las empresas les garanticen experiencias de compra y de servicio a su medida. De hecho, 89% de los mexicanos está abierto a compartir directamente sus datos a empresas locales y 86% a marcas internacionales, reveló la SAP Hybris Consumer Insights Survey.
Dicha encuesta recopiló estadísticas de más de tres mil personas en México, Colombia y Brasil, además de respuestas de 20 mil consumidores a nivel global para conocer cómo es la relación entre las marcas y sus clientes, poniendo énfasis en aspectos importantes sobre los datos, la privacidad y la atención.
En el caso de México, la opinión de un millar de encuestados indicó que los consumidores en el país son unos de los más abiertos con las empresas a nivel global:
57% compartiría su historial de compras y preferencias a cambio de una atención a cliente excepcional.
61% están felices de compartir su correo electrónico con las marcas; la media entre los consumidores globales es de 55%.
45% comparte su número de celular gustosamente, en contraste del 32% entre los otros países encuestados.
37% compartiría información sobre sus ingresos mensuales y 28% su ubicación en tiempo real, en contraste con la media global de 24% y 22%, respectivamente.
Los mexicanos muestran un sólida relación con marcas que les dan beneficios por su lealtad y preferencia —68% espera recibir alguna sorpresa, descuento o regalo; 48% cualquier otro tipo se servicios añadido—. Sin embargo, no dejan de darle relevancia a cómo y por qué utilizan la información que comparten: 56% espera que las marcas sean transparentes sobre cómo usan sus datos. La confianza y las experiencias de compra sin complicaciones son otros dos aspectos importantes. La encuesta indicó que 84% cortará cualquier relación con las empresas si utilizan sus datos sin su consentimiento, mientras que 49% dijo que las promociones, inconsistencies en tiendas y el portal en línea son una razón para no realizar la compra.
Por otro lado, la fuerte tendencia hacia la movilidad y el uso generalizado de redes sociales son un escenario que no puede dejarse de tomar en cuenta, sobre todo al considerar que un reporte de IAB México y Millward Brown aseguró que 92% de los encuestados en México considera que internet forma parte de su vida cotidiana y el 61% sigue al menos una marca en redes sociales para mantenerse actualizado de novedades, promociones y descuentos, y las opiniones de otros internautas.
Bajo esta línea, el social media es más que sólo un espacios para compartir selfies e instantes de su día a día, también es un frente más para la atención a cliente. Ahí, las marcas están siempre interactuando con las personas y tienen un medio para cumplir las expectativas de rapidez que exigen los consumidores mexicanos. De acuerdo al estudio de SAP, el 95% de los encuestados espera tener respuesta por parte de las marcas en al menos 24 horas, 69% en un plazo de tres horas o menos y 47% espera una respuesta en un rango de una hora. Esto los hace unos de los más demandantes a nivel global.
Desarrollar, mantener y mejorar la relación cliente-marca es un dilema para los negocios que están sumergidos en una gran cantidad de datos e inmediatez. Sin embargo, Andre Pereira, director regional de Marketing para Brasil y Latinoamérica de SAP Hybris, remarca que la comunicación es la clave para una relación exitosa. “Los consumidores alrededor del mundo han demostrado que, en una economía digital, el poder está en sus manos. Pero depende de las marcas forjar relaciones más sólidas. No importa cómo o cuándo interactúen con sus clientes, deben mostrarle que entienden qué es lo que desean. Cada interacción provee información, lo que debe ser utilizado para entregar un acercamiento más personal del servicio a cliente”, concluyó.
Un solo negocio puede tener diferentes buyer personas; esto quiere decir que el mensaje tendrá que irse adaptando al perfil y necesidades de cada comprador.
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Qin Menglin glanced at Gui Wujiu and introduced The fourth elder in the Tianzi Realm of the Eastern Secret Land, Uncle Zhigu Yun.Bring all the virtual and real images of distance and near into one.
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However, the confidence in her words reassured Zhu Zhen a lot.Just give it a try. But once I tried it, I knew it would be impossible.
However, Shi Mo was guided by a vague thought and did not make this choice.Xin Weiying looked at the tower shaped Hami Mountain below with a hint of brightness in his eyes.
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Master Kong and Luo Ruoxi released their clenched fists.Coupled with his powerful magic power as the foundation, twelve years ago, the power of the ascended Demon Ancestor several times as if it were nothing.
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How many times higher. Similarly, the surroundings were also much colder.High level cultivators often travel thousands of miles to come to him to help him refine magic weapons.
He used to be just a frog in the well. The world of immortality is so big and he is not the son of destiny.Something unknown must have happened, and the secret is probably hidden.
Although Qingyang protected him last time His throat was vital, but his face was scratched so badly that his heart was almost scratched.The two people on the field are both eighth level Nascent Soul monks, and their strength is almost the same.
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It s better to give it a try. Maybe there is a possibility of success.This was still a critical moment for elixir refining.
By the time he realized the threat of the sword formation in front of him, it was already too late.It is not all smooth sailing in the Huangquan Valley.
After a few breaths, the city defense formation finally rose, and most of the monsters exited Funiu City.However, no one left halfway, and it didn t cost much to watch the fun anyway.
The speed was so fast that it was almost beyond the scope of ordinary Nascent Soul monks.The soldiers came to cover up the water and the earth.
He smiled slightly and said Although the two of us did not enter the ruins, we found some obvious features at its entrance.However, for Qingyang, who has been to the Fairy Realm and the Nether Realm and is used Do You Have To Count Calories To Lose Fat? | Dr Mike Israetel [_yCuMnWnRDr]
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The moment his consciousness came into contact with it, he sensed the spirit of Dongtian.event. If the combat power of the golden corpse reaches the level of the great monks of the sect in the later period, it will be equivalent to the combat power of five more great monks.
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En un mundo guiado por la tecnología y los datos, las marcas se esfuerzan en entender mejor a sus consumidores, recopilando información que les ayude a reforzar la relación con sus clientes. Esto es algo que los clientes saben muy bien y están dispuestos a brindar de primera mano con la condición de que las empresas les garanticen experiencias de compra y de servicio a su medida. De hecho, 89% de los mexicanos está abierto a compartir directamente sus datos a empresas locales y 86% a marcas internacionales, reveló la SAP Hybris Consumer Insights Survey.