{"id":14206,"date":"2018-12-01T15:00:13","date_gmt":"2018-12-01T15:00:13","guid":{"rendered":"https:\/\/www.witadvisor.com\/prensa\/?p=14206"},"modified":"2026-06-19T16:14:15","modified_gmt":"2026-06-19T19:14:15","slug":"clientes-satisfechos-y-felices","status":"publish","type":"post","link":"https:\/\/witadvisor.com\/news\/clientes-satisfechos-y-felices\/","title":{"rendered":"Clientes satisfechos: \u00bfson fieles a nuestra marca?"},"content":{"rendered":"<h3><strong>\u00bfCu\u00e1ndo podemos estar tranquilos que los clientes satisfechos son fieles a nuestra marca?<\/strong><strong>\u00a0<\/strong><\/h3>\n<p>Es una de las preguntas m\u00e1s frecuentes que nos hacen nuestros clientes: \u00bfCu\u00e1ndo saber que los clientes satisfechos son fieles a nuestra marca?.<\/p>\n<p>Si tomamos en cuenta las m\u00e9tricas que se utilizan actualmente para medir la<strong>\u00a0Satisfacci\u00f3n del Cliente<\/strong> (&#8220;<strong>Customer Satisfaction<\/strong>&#8221; para quienes les gusta m\u00e1s en ingl\u00e9s).<\/p>\n<p>Ni el famoso <a href=\"https:\/\/witadvisor.com\/news\/que-es-el-indice-nps\/\">NPS (Net Promoter Score)<\/a> que pregunta:<\/p>\n<blockquote><p>\u201cCu\u00e1n probable es que recomiendes mi marca a tus familiares y amigos?\u201d<\/p><\/blockquote>\n<p>Es suficientemente representativo de la lealtad de un cliente, ya que un cliente podr\u00eda decirnos que &#8220;si recomendar\u00eda&#8221; nuestra marca, pero realmente lo har\u00e1?<\/p>\n<h3><strong>\u00bfCu\u00e1ndo un cliente est\u00e1 realmente satisfecho con nuestra empresa?<\/strong><\/h3>\n<p>Hay tres instancias que podemos tomar en cuenta como v\u00e1lidos para definir a un cliente c\u00f3mo realmente satisfecho con nuestra empresa:<\/p>\n<ul>\n<li>Cuando luego de haber tenido una interacci\u00f3n con nuestra empresa dice estar muy satisfecho.<\/li>\n<li>Cuando efectivamente nos recomienda.<\/li>\n<li>Cuando vuelve y sus motivos fueron nuestra calidad en los productos o servicios.<\/li>\n<\/ul>\n<p>Estas son las \u00fanicas mediciones v\u00e1lidas, el resto son estad\u00edsticas y no necesariamente representan la realidad, y para ello indefectiblemente tiene que haber tenido una buena experiencia previa.<\/p>\n<blockquote><p><em>Lo importante no es que el cliente venga, sino que vuelva y tambi\u00e9n nos recomiende.<\/em><\/p><\/blockquote>\n<h3><strong>\u00bfC\u00f3mo sabemos si nuestro cliente ha tenido realmente una buena experiencia?<\/strong><\/h3>\n<p>La forma m\u00e1s simple y efectiva de saber como fue la experiencia de nuestro cliente en relaci\u00f3n a nuestra marca o empresa es <strong>&#8220;pregunt\u00e1ndole&#8221;, obteniendo su feedback pero en tiempo real, para luego poder atender sus reclamos en el momento adecuado.<\/strong><\/p>\n<p>El cliente sabe que no somos perfectos, pero as\u00ed como un amigo nos pedir\u00eda disculpas y tratar\u00eda de reparar el da\u00f1o que nos caus\u00f3, lo mismo espera el cliente de nuestra empresa.<\/p>\n<p>Para ello es necesario enterarnos en el momento exacto que nuestro cliente se siente afectado emocionalmente.<\/p>\n<p>Enterarnos al d\u00eda siguiente es probable que ya sea tarde y le estemos regalando un nuevo cliente a nuestra competencia.<\/p>\n<h3><strong>\u00bfY c\u00f3mo podemos enterarnos &#8220;en tiempo real&#8221;?<\/strong><\/h3>\n<p>Con <a href=\"https:\/\/witadvisor.com\/news\"><strong>Wit Advisor<\/strong><\/a> podr\u00e1s automatizar todos los procesos de tu empresa para que luego de cualquier interacci\u00f3n con tu cliente, puedas llegarle con un mail, SMS, QR, o todos juntos, pidi\u00e9ndole feedback de su experiencia.<\/p>\n<p>De esta forma tendr\u00e1s la posibilidad de escucharlo, contenerlo antes que vaya a quejarse a las redes sociales, con el poder de viralizaci\u00f3n que eso tiene, e incluso darle una respuesta u ofrecerle una soluci\u00f3n.<\/p>\n<p>Es probable que no todos respondan, pero tranquilo, podemos asegurarte que el 100% de los insatisfechos si lo har\u00e1n y justamente son estos los que m\u00e1s nos interesar\u00e1 enterarnos en tiempo real. Para ello existe nuestro sistema de alertas.<\/p>\n<blockquote><p>De esta forma podemos aprovechar la gran oportunidad que nos da un cliente en una queja y transformarla en una oportunidad de refidelizaci\u00f3n.<\/p><\/blockquote>\n<p>Y respecto a la FIDELIDAD, &#8220;tranquilos&#8221; no podemos ni debemos estar nunca, el cliente tiene cada vez m\u00e1s informaci\u00f3n, m\u00e1s acceso a poder comparar y fundamentalmente a otras opiniones, con lo cual lo \u00fanico que podemos hacer con nuestro cliente es que sienta que estamos presentes y preocupados por su buena experiencia.<\/p>\n<p>Ah\u00ed si podemos comenzar a hablar de la verdadera <strong>LEALTAD de los clientes satisfechos.<\/strong><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u00bfCu\u00e1ndo podemos estar tranquilos que los clientes satisfechos son fieles a nuestra marca? Convierte a clientes en embajadores de tu marca.<\/p>\n","protected":false},"author":1,"featured_media":15018,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[],"class_list":["post-14206","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-wit-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Clientes satisfechos leales: \u00bfson fieles a nuestra marca?<\/title>\n<meta name=\"description\" content=\"Descubre si los clientes satisfechos son realmente leales a tu marca. 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