{"id":122397,"date":"2020-12-23T11:41:10","date_gmt":"2020-12-23T16:41:10","guid":{"rendered":"https:\/\/news.sap.com\/latinamerica\/?p=122397"},"modified":"2020-12-23T11:41:10","modified_gmt":"2020-12-23T16:41:10","slug":"tendencias-en-customer-experience-a-tener-en-cuenta-para-2021","status":"publish","type":"post","link":"https:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/","title":{"rendered":"Tendencias en Customer Experience a tener en cuenta para 2021"},"content":{"rendered":"<p>El perfil del consumidor cambia constantemente. Los aspectos sociales, econ\u00f3micos y tecnol\u00f3gicos est\u00e1n marcando tendencias para el futuro de la <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/crm.html\">experiencia del cliente<\/a>, que debe ser cada vez m\u00e1s personalizada, innovadora y sorprendente.<\/p>\n<p>Actualmente, debemos tener en cuenta que:<\/p>\n<ul>\n<li>A los clientes no les gusta sentir que est\u00e1n perdiendo el tiempo.<\/li>\n<li>Los clientes buscan informaci\u00f3n en Internet constantemente, tambi\u00e9n sobre las empresas y marcas que quieren consumir.<\/li>\n<li>La nueva generaci\u00f3n tiene nuevos deseos, necesidades y comportamientos.<\/li>\n<\/ul>\n<p>\u00bfC\u00f3mo adaptar el negocio a las especificaciones de cada <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/crm\/customer-data-management.html\">cliente<\/a>? A continuaci\u00f3n, enumeramos 5 tendencias que ayudar\u00e1n a su empresa en esta misi\u00f3n para 2021.<\/p>\n<ol>\n<li>Personalizaci\u00f3n de experiencias<\/li>\n<\/ol>\n<p>Tratar a cada cliente de una manera \u00fanica es lo que diferencia a las empresas exitosas de otras. Entender las necesidades de cada consumidor y lo que busca a trav\u00e9s del an\u00e1lisis de datos, siguiendo las pautas que impone la Ley General de Protecci\u00f3n de Datos, hace que las organizaciones ofrezcan experiencias, productos y servicios personalizados. Invertir en una relaci\u00f3n omnicanal, crear un soporte de ventas humanizado, invertir en el desarrollo de promociones espec\u00edficas y campa\u00f1as de e-mail marketing son grandes alternativas para las empresas que quieren destacar.<\/p>\n<ol start=\"2\">\n<li>Valor agregado en servicios y productos<\/li>\n<\/ol>\n<p>A los clientes les gusta sentir que est\u00e1n obteniendo m\u00e1s funciones de las que ofrece el producto. Ofrecer ventajas m\u00e1s all\u00e1 del producto, ya sea una garant\u00eda extendida, mantenimiento gratuito, obsequios y servicios de soporte de por vida, agrega valor y hace que los <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/customer-identity.html\">clientes<\/a> se sientan respaldados e importantes en la relaci\u00f3n entre la empresa y el consumidor.<\/p>\n<ol start=\"3\">\n<li>Inversi\u00f3n en conveniencia<\/li>\n<\/ol>\n<p>Los consumidores, cada vez m\u00e1s exigentes, quieren todo para ayer, sin dificultades para comprar y recibir productos y servicios. Para ello, es necesario invertir en la experiencia del usuario de principio a fin, apostando por una comunicaci\u00f3n eficaz y sin complicaciones, que est\u00e9 atenta a los detalles y supere las expectativas, capaz de generar sentimientos positivos como la lealtad y la fidelidad.<\/p>\n<ol start=\"4\">\n<li>Inversi\u00f3n en infraestructura<\/li>\n<\/ol>\n<p>La pandemia hizo que las empresas se dieran cuenta de la necesidad de invertir en infraestructura, especialmente en comercio electr\u00f3nico. Los <a href=\"https:\/\/www.sap.com\/latinamerica\/products\/crm\/marketing.html\">clientes<\/a> valoran los sitios intuitivos, sin mayores complicaciones, que no se congelan al cerrar una compra. Apostar por aplicaciones tambi\u00e9n es una gran alternativa, ya que la mayor\u00eda de las compras online se realizan a trav\u00e9s del m\u00f3vil.<\/p>\n<ol start=\"5\">\n<li>Realidad aumentada<\/li>\n<\/ol>\n<p>La llegada de la pandemia provoc\u00f3 que la realidad aumentada est\u00e9 siendo considerada en las estrategias de las empresas. La facilidad para visualizar el producto y \/ o probar las especificaciones y los recursos visuales en l\u00ednea es un gran atractivo para las empresas que desean expandir el comercio electr\u00f3nico. Para los clientes, facilita el proceso de toma de decisiones y ampl\u00eda la experiencia de compra.<\/p>\n<p>Para el pr\u00f3ximo a\u00f1o, podemos esperar empresas m\u00e1s preparadas, que anteponen la experiencia del consumidor y utilizan las nuevas tecnolog\u00edas disponibles en el mercado para optimizar la relaci\u00f3n con el cliente, ofreciendo recorridos \u00fanicos, personalizados y cada vez m\u00e1s online.<\/p>\n<p>&nbsp;<\/p>\n<p>\u00a9 2020 51风流SE. All rights reserved. 51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see <a href=\"http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark\">http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a> for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El perfil del consumidor cambia constantemente. Los aspectos sociales, econ\u00f3micos y tecnol\u00f3gicos est\u00e1n marcando tendencias para el futuro de la experiencia del cliente, que debe&#8230;<\/p>\n","protected":false},"author":522,"featured_media":122461,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5599302],"tags":[45412,4645376,509616,241677,58326,26382],"series":[5591526,5591525,5590086,5592125,5590169],"region":[22190,26401],"sapn-display":[52078],"sapn-type":[6114],"class_list":["post-122397","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-experiencia-del-cliente","tag-almacenamiento-de-datos","tag-consumidor-digital","tag-deteccion-de-necesidades-del-cliente","tag-experiencia-omnicanal","tag-realidad-aumentada","tag-tendencias","series-analitica","series-empresa-inteligente","series-innovacion","series-pymes","series-transformacion-digital","region-centroamerica","region-latinoamerica","sapn-display-homepage-hero","sapn-type-articulo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Tendencias en Customer Experience a tener en cuenta para 2021 - 51风流News Center Latinoam\u00e9rica<\/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:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tendencias en Customer Experience a tener en cuenta para 2021\" \/>\n<meta property=\"og:description\" content=\"El perfil del consumidor cambia constantemente. Los aspectos sociales, econ\u00f3micos y tecnol\u00f3gicos est\u00e1n marcando tendencias para el futuro de la experiencia del cliente, que debe ser cada vez m\u00e1s personalizada, innovadora y sorprendente.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/\" \/>\n<meta property=\"og:site_name\" content=\"51风流News Center Latinoam\u00e9rica\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/SAPlatinoamerica\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/SAPlatinoamerica\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-23T16:41:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/latinamerica\/files\/2020\/12\/14\/284544_GettyImages-912944158-1-1024x683.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"683\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"51风流Blog de Innovaci\u00f3n\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"51风流Blog de Innovaci\u00f3n\" \/>\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:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/\"},\"author\":{\"name\":\"51风流Blog de Innovaci\u00f3n\",\"@id\":\"https:\/\/news.sap.com\/latinamerica\/#\/schema\/person\/ce7d732e60a2133d7402c038db668294\"},\"headline\":\"Tendencias en Customer Experience a tener en cuenta para 2021\",\"datePublished\":\"2020-12-23T16:41:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/\"},\"wordCount\":592,\"publisher\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/#organization\"},\"image\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/latinamerica\/files\/2020\/12\/14\/284544_GettyImages-912944158-1.jpg\",\"keywords\":[\"Almacenamiento de Datos\",\"consumidor digital\",\"detecci\u00f3n de necesidades del cliente\",\"Experiencia omnicanal\",\"realidad aumentada\",\"tendencias\"],\"articleSection\":[\"CRM y experiencia del cliente\"],\"inLanguage\":\"es\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/\",\"url\":\"https:\/\/news.sap.com\/latinamerica\/2020\/12\/tendencias-en-customer-experience-a-tener-en-cuenta-para-2021\/\",\"name\":\"Tendencias en Customer Experience a tener en cuenta para 2021 - 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