{"id":4280,"date":"2020-10-23T17:21:25","date_gmt":"2020-10-23T17:21:25","guid":{"rendered":"http:\/\/susanm23.sg-host.com\/?p=4280"},"modified":"2020-10-23T17:21:25","modified_gmt":"2020-10-23T17:21:25","slug":"cmos-become-customer-experience-experts-in-the-new-omnichannel-world","status":"publish","type":"post","link":"https:\/\/trueomni.com\/spanish\/blog\/cmos-become-customer-experience-experts-in-the-new-omnichannel-world\/","title":{"rendered":"Los directores de marketing se convierten en expertos en experiencia del cliente en el nuevo mundo omnicanal."},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"4280\" class=\"elementor elementor-4280\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-567a88b elementor-section-height-min-height elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"567a88b\" data-element_type=\"section\" data-e-type=\"section\" id=\"Single-block-top-static-sec\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ce44b71\" data-id=\"ce44b71\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0213093 elementor-widget elementor-widget-heading\" data-id=\"0213093\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Blog<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b30272 elementor-widget elementor-widget-heading\" data-id=\"5b30272\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Los directores de marketing se convierten en expertos en experiencia del cliente en el nuevo mundo omnicanal.<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1479a49 elementor-widget elementor-widget-author-box\" data-id=\"1479a49\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"author-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\t\t\t\t<div  class=\"elementor-author-box__avatar\">\n\t\t\t\t\t<img decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" data-src=\"https:\/\/trueomni.com\/wp-content\/uploads\/2020\/12\/Dougs-Headshot-SMALL-204x300.jpg\" class=\"lazyload\" alt=\"Picture of By Doug\" loading=\"lazy\"><noscript><img decoding=\"async\" src=\"https:\/\/trueomni.com\/wp-content\/uploads\/2020\/12\/Dougs-Headshot-SMALL-204x300.jpg\" alt=\"Picture of By Doug\" loading=\"lazy\"><\/noscript>\n\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<div >\n\t\t\t\t\t\t<h4 class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tPor Doug\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c824cc elementor-widget elementor-widget-post-info\" data-id=\"2c824cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-e9cdc55 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/trueomni.com\/spanish\/2020\/10\/23\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>23 de octubre de 2020<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-223cb5a elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no\" data-id=\"223cb5a\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-56926f7d\" data-id=\"56926f7d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-18050711 elementor-widget elementor-widget-text-editor\" data-id=\"18050711\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Por lo general, el Director de Marketing (CMO) de cualquier empresa se dedica a impulsar el crecimiento de la organizaci\u00f3n, especialmente en lo que respecta a ventas y marketing. Tradicionalmente, su enfoque se centra en el compromiso con la marca, la coherencia y el posicionamiento en el mercado. Todas las iniciativas de marketing y marca son responsabilidad del CMO, por lo que esta persona debe ser capaz de presentar planes estrat\u00e9gicos completos para la empresa.<\/p><p>Sin embargo, a medida que las demandas del mercado siguen cambiando, la responsabilidad del CMO est\u00e1 evolucionando hacia la de Responsable de Experiencia Digital. Esto implica que la empresa se centre en c\u00f3mo optimizar el dispositivo, el canal omnicanal y el contenido para cada medio. La idea es que, para comprender plenamente las necesidades del mercado y generar el contenido de marketing adecuado, los profesionales del marketing deben entender las experiencias necesarias para conectar con los usuarios y convertirlos en clientes, seguidores y clientes reales.\u00a0<\/p><h3>El desaf\u00edo en esta llamada &quot;era del prosumidor&quot;\u2018<\/h3><p>A medida que evolucionamos constantemente con las mejoras sin precedentes que se producen en la vida f\u00edsica y social, ahora evaluamos los productos, los servicios y las marcas de manera diferente. Todos somos consumidores de alguna forma, y es un hecho que ahora definimos las marcas en funci\u00f3n de nuestras experiencias, m\u00e1s que de lo que afirman ser.<\/p><p>Dicho esto, el reto reside en c\u00f3mo nuestros directores de marketing (CMO) o directores de experiencia del cliente (CXO) justificar\u00e1n la capacidad de las marcas para cumplir con lo que prometen y c\u00f3mo las perciben los consumidores. Dado que los clientes viven en una sociedad omnicanal, es importante saber que las estrategias de marketing y la identidad de marca est\u00e1n cada vez m\u00e1s presentes en cada punto de contacto.<\/p><h3>C\u00f3mo utilizar el omnicanal para tu marca<\/h3><p>Ahora, las marcas y organizaciones pueden ser contactadas a trav\u00e9s de much\u00edsimos canales, a diferencia de antes. Gracias al poder de las redes sociales e internet, los clientes pueden comunicarse f\u00e1cilmente con cualquier departamento de atenci\u00f3n al cliente de cualquier organizaci\u00f3n. Atr\u00e1s quedaron los d\u00edas en que hab\u00eda que felicitar o quejarse del servicio al cliente en un centro comercial, porque ahora se puede contactar con todo el mundo online. Entonces, \u00bfc\u00f3mo mejorar realmente la relaci\u00f3n con el cliente a trav\u00e9s de todos estos nuevos canales y plataformas?<\/p><ol><li>Segmenta a tus clientes a trav\u00e9s de su recorrido para identificar qu\u00e9 punto de contacto conduce a una venta o reserva. Modifica este proceso seg\u00fan identifiques el que genere mejores ventas y conversiones.<\/li><li>Encuentra la inversi\u00f3n tecnol\u00f3gica adecuada. Al crear tu propia soluci\u00f3n omnicanal para tu marca, debes tener en cuenta los portales que tus clientes utilizan con mayor frecuencia.<ol><li>Si est\u00e1s consiguiendo m\u00e1s ventas en tus tiendas f\u00edsicas, considera la posibilidad de instalar pantallas t\u00e1ctiles o quioscos para que tus clientes puedan explorar las opciones de tu tienda sin tener que preguntar repetidamente a un empleado.<\/li><li>Considere la posibilidad de crear una aplicaci\u00f3n m\u00f3vil que tambi\u00e9n admita opciones de pago antes de la visita y en el establecimiento.<\/li><li>La se\u00f1alizaci\u00f3n digital puede ser de gran ayuda para el reconocimiento de marca, especialmente si se coloca en ubicaciones con mucho tr\u00e1nsito, ya que puede generar instant\u00e1neamente intenciones de compra o visita.<\/li><\/ol><\/li><li>Aseg\u00farese de invertir en agentes de atenci\u00f3n al cliente con m\u00faltiples habilidades para aplicar las mejores pr\u00e1cticas. Ya sea que trabajen en persona o a trav\u00e9s de chats en l\u00ednea, capac\u00edtelos adecuadamente para que se centren en el cliente y as\u00ed la experiencia sea satisfactoria.<ol><li>Como todos sabemos, esta es la era de la IA, por lo que quiz\u00e1s quieras considerar el uso de chatbots. Ten en cuenta que en uno\u00a0<a href=\"https:\/\/www.smallbizgenius.net\/by-the-numbers\/chatbot-statistics\/#gref\">estudiar<\/a>\u00a0Seg\u00fan Acquire, aproximadamente 1.400 millones de personas utilizan actualmente este servicio y 271.000 millones de consumidores en total est\u00e1n considerando y est\u00e1n interesados en utilizar herramientas de soporte de inteligencia artificial.<\/li><li>Esto puede ahorrarle costes de producci\u00f3n, ya que est\u00e1n programados para responder a preguntas repetitivas y, en lugar de que sus clientes tengan que esperar a un agente, pueden encontrar f\u00e1cilmente estas preguntas frecuentes en l\u00ednea a trav\u00e9s de su secci\u00f3n de preguntas frecuentes.<\/li><\/ol><\/li><\/ol><h3>Experiencia del cliente omnicanal<\/h3><p>La experiencia omnicanal del cliente puede incluir estrategias tanto online como offline en marketing y ventas. La diferencia entre la estrategia multicanal y la omnicanal radica en la experiencia general que el cliente puede obtener en cada canal de venta segmentado.<\/p><p>Tu potencial comprador puede usar la aplicaci\u00f3n para consultar tu inventario disponible o visitar tu sitio web para obtener m\u00e1s informaci\u00f3n sobre tu l\u00ednea de productos. Tambi\u00e9n puede consultar tus redes sociales para ver las opiniones de otros clientes y, finalmente, realizar su pedido en l\u00ednea o en una tienda f\u00edsica. Los clientes prefieren transacciones sencillas, sobre todo si la experiencia es personalizada.<\/p><p>Uno\u00a0<a href=\"https:\/\/www.clickz.com\/onmichannel-marketing-automation-statistics-for-2019\/231381-2\/231381\/\">estudiar<\/a>\u00a0Los resultados muestran que los compradores que han interactuado con m\u00e1s de 3 canales tienen una probabilidad 250% mayor de realizar una compra que un usuario de un solo canal. Este mismo grupo de compradores tambi\u00e9n tiene un valor promedio de pedido 13% mayor que el de estos \u00faltimos.<\/p><p>Si le interesa obtener m\u00e1s informaci\u00f3n sobre la implementaci\u00f3n de esta soluci\u00f3n, no dude en contactarnos al 833-300-6664 o enviarnos un correo electr\u00f3nico a info@trueomni.com y le asignaremos un estratega omnicanal para ayudarle a encontrar las mejores opciones.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>As a rule, the Chief Marketing Officer of any company is dedicated to facilitating the growth of the organization, especially<\/p>","protected":false},"author":4,"featured_media":4274,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"postBodyCss":"","postBodyMargin":[],"postBodyPadding":[],"postBodyBackground":{"backgroundType":"classic","gradient":""},"_thinkrank_schema_form_data":"","_thinkrank_selected_schema_type":"","_thinkrank_additional_schemas":"","_thinkrank_canonical_url":"","_thinkrank_og_title":"","_thinkrank_og_description":"","_thinkrank_og_image":"","_thinkrank_twitter_title":"","_thinkrank_twitter_description":"","_thinkrank_twitter_image":"","_thinkrank_imported_from":"","_thinkrank_focus_keywords":[],"_thinkrank_focus_keyword":"","_thinkrank_robots_meta_enabled":0,"_thinkrank_robots_meta":"","_thinkrank_advanced_robots_meta":"","_thinkrank_exclude_from_search":0,"_thinkrank_exclude_from_archives":0,"_thinkrank_primary_category":0,"footnotes":""},"categories":[12],"tags":[],"class_list":["post-4280","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.9 (Yoast SEO v28.7) - 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