Atención y Servicio al cliente

¿Sabes qué es el efecto wow en servicio al cliente? aquí te lo decimos todo

 En estos tiempos donde consigues a tantas compañías ofreciendo servicios y productos con infinidad de información, es primordial empoderarte de nuevas estrategias y vender productos con valor agregado, satisfacer necesidades, mantener a tus clientes retenidos, enamorados y ahora el gran reto: SORPRENDIDOS.

Mari Carmen Obregón, autora del best seller “El Efecto WOW” nos define el Efecto WOW como una técnica para crear momentos sorpresivos e inesperados dentro de nuestro proceso de servicio que genere una experiencia inolvidable y diferenciada para quienes lo viven.

Es el arte de crear, sorprender y mantener el suspenso.

Con esta estrategia se busca siempre que tus clientes estén en contacto con la marca, servicio, producto y puedan exclamar con emoción ¡WOW! Ya sabes que con este efecto el propósito es la búsqueda de emociones en las que los consumidores se sientan únicos. Recuerda que los momentos placenteros, sorprendentes, agradables y los que te hacen sentir especiales son los que más recuerdas.

Dentro del Efecto WOW está inmersa la calidad de servicio, que se extiende a la excelencia en el servicio al cliente y atención al cliente, y que garantiza el éxito de tu empresa en un medio competitivo e incluso puede significar su posición de liderazgo en el mercado, por lo que la satisfacción del cliente es clave para el posicionamiento comercial.


Servicio al cliente y efecto wow

¿Cómo puedes encontrar en tu empresa el Efecto WOW y ser trascendente para tus clientes?


Aquí te damos algunas claves para conseguirlo.

Medir las emociones: ten en cuenta apreciar las emociones de tu cliente para tomar las decisiones. Escucha lo que el cliente anhela, personaliza las ofertas a sus necesidades, genera experiencias más placenteras.

Si tienes una tienda de juguetes online puedes añadir en tu envío una tarjeta con un mensaje especial para tu cliente – que es el niño-  en la que lo felicites por alguna ocasión especial e incluso puedes enviar un detalle extra como regalo. Ese niño, junto con tu otro cliente -sus padres –  lo recordarán siempre.

Personaliza tu servicio: cuando haces contacto con el cliente puedes enamorarlo enviando un e-mail agradeciendo por su compra, preguntando si está a gusto con tu servicio o producto e incluso podrías consultar qué le agregaría para mejorar. Una buena oportunidad para acerarte es el día de su cumpleaños; envíale una felicitación o un cupón de oferta de tu empresa, seguro que generaras un WOW!

Acompaña a tu cliente: puedes hacer sentir a tus clientes que están acompañados mediante mensajes, videos, asesorías gratuitas, notas de voz donde les recuerdes que estas allí. Vivimos en un momento donde la tendencia es hacia un mundo de gente que vive frente a un computador y solitaria, es decir, totalmente digitalizada. Y será fabuloso sentir el Efecto WOW!

Innova: si logras realizar alianzas con otras empresas, estas pueden ayudar a complementar tus fortalezas, de forma que te será más fácil abarcar otros segmentos de mercado. No olvides que lo esencial es no dejar de buscar la innovación y mejorar el servicio al cliente.

Por ejemplo en el área hotelera puedes complementar tus servicios con una compañía de tours donde tus clientes puedan vivir experiencias inolvidables visitando lugares en el área donde ofreces tus servicios, probablemente regresaran a vivir nuevas emociones.

Y recuerda que el Efecto WOW no está enfocado solo en ventas, es la experiencia de tus clientes.

Crea experiencias notables y que sean memorables. Independientemente de tu área puedes hacer sentir a tus clientes WOW.

¡Anímate a WOWizar!

“Lo que tú buscas, también te está buscando a ti” Rummi 


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