Consumidores mexicanos: Compartir datos pero exigir comunicación ágil y documentada

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.

 

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Just like that, no need to think about it, their whole family should know what happened yesterday, and they really all agree.Duan s doctor actually went to the province for a consultation.

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If They are parents who care more. If they know the gender of the fetus, if something happens that they don t want to see, and they tell it out loudly, or others find out and report it, Xiao Liu s job will be over.It s bullshit to take a step back and enjoy the world, whether it s you or me.

No, I plan to use this recipe. Strong medicine is used for serious illnesses.Wu Shengnan s mother burst into tears and asked Du Heng in a trembling tone, Is there no possibility of saving it I can only say that I will try my best, but I can t guarantee how many toes I can save in the end.

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He couldn t help but steal a few glances at Du Heng.Du Heng was very depressed, but Zhu Minyan was very irritable.

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They pointed at Du Heng and slowed down again, passing them slowly.But in the past, the health center was rarely used once a year, so it didn t matter whether there were doctors from the imaging department or not.

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Yu. The nameplate at the door has not been put up yet.After what happened just now, the two of them could be considered comrades in arms , and they started chatting with each other while writing.

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They looked at Du Xueting with a gloomy face, who was actually a little happy.Du Heng hadn t spoken yet, but the girl who was filming panicked, You treated my mother badly.

Everyone picked up their mood and continued the work that was interrupted just now.It seemed to have no effect, and his personal condition was not good.

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As you know, they are different from us. Almost half of our land is abandoned now, but they are still planting.Du Heng thought for a moment and then prepared to state his thoughts directly, Director Xu, why don t you listen to my thoughts first Xu Pinglin gestured, Doctor Du, Cbd Gummies Detroit 35udixu F2vb please tell me.

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