{"id":4399,"date":"2019-08-23T10:55:20","date_gmt":"2019-08-23T10:55:20","guid":{"rendered":"https:\/\/cxblog.com\/whos-first-first-things-first\/"},"modified":"2022-02-22T20:41:11","modified_gmt":"2022-02-22T20:41:11","slug":"whos-first-first-things-first","status":"publish","type":"post","link":"https:\/\/cxblog.com\/pt-pt\/whos-first-first-things-first\/","title":{"rendered":"Who\u2019s first? First things, FIRST!"},"content":{"rendered":"\n
  1. People<\/li><\/ol>\n\n\n\n

    Quais as expectativas da pe\u00e7a mais relevante e com maior peso numa customer experience? – as Pessoas.<\/p>\n\n\n\n

    Falar de customer experience \u00e9 o mesmo que falar de uma experi\u00eancia de contacto entre pessoas. Por vezes, poder\u00e1 existir alguma interven\u00e7\u00e3o de um IVR, mas ser\u00e1 sempre numa dimens\u00e3o reduzida e quase sempre impacta a experi\u00eancia de forma, menos positiva.<\/p>\n\n\n\n

    a m\u00e9dia \u00e9 o inimigo<\/p><\/blockquote>\n\n\n\n

    Nenhum cliente gosta da sensa\u00e7\u00e3o de ser atendido por uma m\u00e1quina\/sistema e sobretudo de ter de lhe responder, num formato obrigat\u00f3rio, por forma a ser encaminhado para a poss\u00edvel solu\u00e7\u00e3o. Quem insertou o contacto e quer ver as suas quest\u00f5es respondidas \u00e9 o cliente. Quem tem a quest\u00e3o para resolver \u00e9 o cliente. Portanto, quem quer fazer as quest\u00f5es e expor o seu tema \u2013 \u00e9 o cliente!<\/p>\n\n\n\n

    Aquando do contacto, o cliente pretende:<\/p>\n\n\n\n

    1. Resolver r\u00e1pida e eficazmente o seu tema ou de uma forma muito simplista: quer uma resposta para a sua quest\u00e3o;<\/li>
    2. Ter uma boa experi\u00eancia enquanto resolve o ponto 1.<\/li><\/ol>\n\n\n\n

      O primeiro ponto \u00e9 um m\u00ednimo ol\u00edmpico que quando n\u00e3o \u00e9 assegurado, teremos muito brevemente um problema de fundo da nossa gest\u00e3o de cliente que vai certamente impactar na satisfa\u00e7\u00e3o e fideliza\u00e7\u00e3o dos nossos clientes.<\/p>\n\n\n\n

      Por outro lado, quando o primeiro ponto \u00e9 resolvido de forma bem-sucedida, com destreza em termos de agilidade (a rapidez e adequa\u00e7\u00e3o das respostas \u00e9 essencial), acompanhada com simpatia, empatia e proximidade, chegamos a um mix que nos permitir\u00e1 ficar ligeiramente acima da m\u00e9dia.<\/p>\n\n\n\n

      Contudo, acredito profundamente que a m\u00e9dia \u00e9 o inimigo.<\/p>\n\n\n\n

      As grandes empresas (independentemente da dimens\u00e3o) e os bons profissionais (independentemente do n\u00edvel do cargo que ocupam) apontam para ficar acima da m\u00e9dia e para tal devemos de oferecer algo que mais nenhum concorrente\/servi\u00e7o oferece.<\/p>\n\n\n\n

      Pelo que podemos falar num terceiro ponto, o dos campe\u00f5es. Aquele que \u00e9 para pessoas\/empresas que querem jogar na liga dos campe\u00f5es!<\/p>\n\n\n\n

      Este ponto, este add value n\u00e3o era desejado pelo cliente e nem sequer era imaginado, contudo, ser\u00e1 este que deixar\u00e1 uma excelente impress\u00e3o e um sorriso nos l\u00e1bios de quem recebe algo inesperadamente positivo<\/p><\/blockquote>\n\n\n\n

      Neste n\u00edvel, quando o cliente liga por um motivo, e do outro lado recebe de forma eficaz e eficiente a resposta que procura (ponto 1), de forma simp\u00e1tica, emp\u00e1tica e pr\u00f3xima (ponto 2), e ainda \u00e9 brindado por uma a\u00e7\u00e3o, que n\u00e3o previa, que lhe traz um benef\u00edcio e que lhe adiciona valor – esta \u00e9 a liga dos campe\u00f5es!! Neste panorama os n\u00edveis de lealdade dos clientes disparam.<\/p>\n\n\n\n

      Situa\u00e7\u00f5es como por exemplo: rece\u00e7\u00e3o nesse mesmo contacto de informa\u00e7\u00e3o sobre uma campanha promocional de um produto que j\u00e1 usamos, e que o custo ou o formato, \u00e9 menos favor\u00e1vel que a nova solu\u00e7\u00e3o e que o que nos divulgam nesse contacto; um alerta de um documento pessoal que vai caducar a validade; receber os parab\u00e9ns pois vamos fazer X anos de ades\u00e3o daquele servi\u00e7o j\u00e1 manh\u00e3, etc.<\/p>\n\n\n\n

      Este ponto, este add value n\u00e3o era desejado pelo cliente e nem sequer era imaginado, contudo, ser\u00e1 este que deixar\u00e1 uma excelente impress\u00e3o e um sorriso nos l\u00e1bios de quem recebe algo inesperadamente positivo.<\/p>\n","protected":false},"excerpt":{"rendered":"

      People Quais as expectativas da pe\u00e7a mais relevante e com maior peso numa customer experience? – as Pessoas. Falar de customer experience \u00e9 o mesmo que falar de uma experi\u00eancia de contacto entre pessoas. Por vezes, poder\u00e1 existir alguma interven\u00e7\u00e3o de um IVR, mas ser\u00e1 sempre numa dimens\u00e3o reduzida e quase sempre impacta a experi\u00eancia […]<\/p>\n","protected":false},"author":15,"featured_media":4406,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"off","ocean_gallery_id":[],"footnotes":""},"categories":[71,96],"tags":[174,169,147,199,176,178],"class_list":["post-4399","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-pt-pt","category-fatima-costa-pt-pt","tag-atendimento","tag-contact-center-pt-pt","tag-customer-experience","tag-cx","tag-experiencia","tag-relacionamento-com-cliente","entry","has-media"],"acf":[],"yoast_head":"\nWho\u2019s first? First things, FIRST! | CXBlog<\/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:\/\/cxblog.com\/pt-pt\/whos-first-first-things-first\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Who\u2019s first? First things, FIRST!\" \/>\n<meta property=\"og:description\" content=\"People Quais as expectativas da pe\u00e7a mais relevante e com maior peso numa customer experience? – as Pessoas. Falar de customer experience \u00e9 o mesmo que falar de uma experi\u00eancia de contacto entre pessoas. 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