{"id":29722,"date":"2017-10-30T19:04:35","date_gmt":"2017-10-31T00:04:35","guid":{"rendered":"http:\/\/innovatori.space\/lat21\/?p=29722"},"modified":"2017-10-30T19:04:35","modified_gmt":"2017-10-31T00:04:35","slug":"american-express-presenta-estudio-que-determinan-servicio-al-cliente","status":"publish","type":"post","link":"https:\/\/l21.mx\/?p=29722","title":{"rendered":"AMERICAN EXPRESS PRESENTA ESTUDIO QUE DETERMINAN SERVICIO AL CLIENTE"},"content":{"rendered":"

\"\"<\/a><\/p>\n

Ciudad de M\u00e9xico.\u00a0<\/strong>A trav\u00e9s de los a\u00f1os se ha observado que los consumidores cada vez son m\u00e1s exigentes y anal\u00edticos a la hora de realizar una compra o contratar alg\u00fan servicio, pues ya no solo comparan la calidad y el precio de lo que adquieren, ahora tambi\u00e9n esperan recibir trato diferenciado que exceda sus expectativas.<\/p>\n

Nueve de cada diez consumidores mexicanos (93%) recuerda una experiencia positiva de servicio al cliente, y de ellos, 57% indican que el representante fue agradable y 50% considera que era una persona capacitada y conocedora del producto. Estos datos se obtuvieron en del estudio\u00a0\u201cBar\u00f3metro Global de Servicio al cliente\u201d<\/em><\/strong>, elaborado este a\u00f1o por American Express.<\/p>\n

El estudio ofrece informaci\u00f3n para las empresas que buscan impulsar los beneficios de brindar un excelente servicio al cliente, pues resalta datos como que el atributo m\u00e1s importante\u00a0 para el \u00e9xito en este rubro radica en la eficiencia para responder a las preguntas o manejar transacciones r\u00e1pidamente: Hong Kong (39%), M\u00e9xico (38%), India (36%), Estados Unidos, Canad\u00e1 y Singapur (32%).<\/p>\n

\u201cDurante 165 a\u00f1os American Express se ha consolidado como referente en ofrecer un Servicio Extraordinario de clase mundial, que hemos logrado gracias a nuestro equipo de asesores que trabajan d\u00eda con d\u00eda para enriquecer la relaci\u00f3n y experiencias de nuestros Clientes<\/em>\u201d, coment\u00f3 Guadalupe Cuesta, \u00a0Vicepresidente y Gerente General de Servicio Global en M\u00e9xico para American Express.<\/p>\n

Entre los principales resultados del Bar\u00f3metro Global de Servicio al Cliente 2017 en M\u00e9xico se encuentran:<\/p>\n

 <\/p>\n

Experiencias de servicio<\/u><\/strong><\/p>\n

Los consumidores en M\u00e9xico buscan un servicio eficiente donde las preguntas sean contestadas y las transacciones sean r\u00e1pidas.\u00a033% de los consumidores mencionan que el atributo m\u00e1s importante de un exitoso profesional de atenci\u00f3n al cliente es \u00abla eficiencia<\/strong>: la capacidad de responder a las preguntas o manejar las transacciones r\u00e1pidamente\u00bb (en la encuesta 2014, el porcentaje fue 29%).<\/p>\n

58% de los consumidores mexicanos indica que las compa\u00f1\u00edas usualmente satisfacen sus expectativas<\/strong>, lo cual representa un incremento de 10% en comparaci\u00f3n con los resultados del 2014 (48%). Asimismo, se indica que el 34% de los clientes cree que las empresas han aumentado su enfoque en proporcionar un buen servicio al cliente.<\/p>\n

Reputaci\u00f3n de las empresas de acuerdo al servicio al cliente<\/u><\/strong><\/p>\n

Los consumidores en M\u00e9xico son m\u00e1s propensos a probar una nueva compa\u00f1\u00eda debido a la reputaci\u00f3n de una empresa (33%), lo valoran m\u00e1s que las recomendaciones de un amigo o miembro de la familia (25%).<\/p>\n","protected":false},"excerpt":{"rendered":"

Ciudad de M\u00e9xico.\u00a0A trav\u00e9s de los a\u00f1os se ha observado que los consumidores cada vez son…<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_lmt_disableupdate":"","_lmt_disable":"","_mbp_gutenberg_autopost":false,"footnotes":""},"categories":[4,23],"tags":[],"class_list":["post-29722","post","type-post","status-publish","format-standard","hentry","category-empresas-y-negocios","category-noticias"],"acf":[],"yoast_head":"\nAMERICAN EXPRESS PRESENTA ESTUDIO QUE DETERMINAN SERVICIO AL CLIENTE | Revista Latitud 21<\/title>\n<meta name=\"description\" content=\"L21, Emprendedores y Negocios en el Caribe Mexicano, es la revista l\u00edder entre el Sector Empresarial y Tur\u00edstico del Caribe Mexicano.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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