{"id":33657,"date":"2020-01-08T14:35:30","date_gmt":"2020-01-08T13:35:30","guid":{"rendered":"https:\/\/enreach.es\/blog\/quines-estrategies-multicanal-milloren-lexperiencia-del-client\/"},"modified":"2022-06-23T13:51:38","modified_gmt":"2022-06-23T13:51:38","slug":"quines-estrategies-multicanal-milloren-lexperiencia-del-client","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/quines-estrategies-multicanal-milloren-lexperiencia-del-client\/","title":{"rendered":"Quines estrat\u00e8gies multicanal milloren l\u2019experi\u00e8ncia del client?"},"content":{"rendered":"<p>L\u2019experi\u00e8ncia del client multicanal implica l\u2019\u00fas de m\u00faltiples canals per atreure usuaris. Quan les empreses utilitzen les xarxes socials, el web, el correu electr\u00f2nic i altres canals per atreure als usuaris, han de garantir el lliurament d\u2019un missatge continu en tots els punts de contacte per maximitzar l\u2019experi\u00e8ncia del client. Degut a que els usuaris empren diversos dispositius, les companyies tamb\u00e9 han d\u2019assegurar-se d\u2019optimitzar l\u2019experi\u00e8ncia en smartphones, tauletes i port\u00e0tils.<\/p>\n<p>La <strong>proliferaci\u00f3 de dispositius i canals<\/strong> ha plantejat nous reptes a gaireb\u00e9 totes les organitzacions, per oferir excel\u00b7lents experi\u00e8ncies del client i unir de forma efectiva la provisi\u00f3 de serveis amb l\u2019activitat de m\u00e0rqueting, dades i contingut. <strong>Una bona estrat\u00e8gia i execuci\u00f3 multicanal s\u2019est\u00e0 tornant cada cop m\u00e9s essencial per a l\u2019experi\u00e8ncia del client de tots els sectors<\/strong>.<\/p>\n<h5><strong>Per qu\u00e8 la multicanalitat guanya cada cop m\u00e9s import\u00e0ncia?<\/strong><\/h5>\n<p>Les empreses han d\u2019adoptar una <a href=\"https:\/\/www.masvoz.cat\/productes\/\"><strong>mentalitat multicanal<\/strong><\/a> quan interactuen amb els usuaris, perqu\u00e8 aquests usen m\u00faltiples canals i esperen experi\u00e8ncies rellevants i consistents en tots ells.<\/p>\n<p>La proliferaci\u00f3 de dispositius i canals digitals ha afegit complexitat als viatges dels clients, el que fa que l\u2019experi\u00e8ncia de l\u2019usuari sigui clau. <strong>Segueix sent un repte per a moltes organitzacions mantenir la coher\u00e8ncia en tots els \u201cpunts de contacte\u201d dels usuaris<\/strong>.<\/p>\n<p><strong>Les companyies treballen en el mapeig del viatge del client i la segmentaci\u00f3, utilitzant una varietat de dades recol\u00b7lectades activament, per identificar \u00e0rees espec\u00edfiques de mala experi\u00e8ncia del client i crear plans d\u2019acci\u00f3 per millorar<\/strong>. Altres emprenen projectes emprant tecnologies sofisticades de seguiment i etiquetatge per desenvolupar una comprensi\u00f3 del valor i el paper de canals espec\u00edfics, i proporcionar una millor intel\u00b7lig\u00e8ncia al negoci en el qual basar futures decisions d\u2019inversi\u00f3.<\/p>\n<p><strong>Una barrera constant per millorar l\u2019experi\u00e8ncia del client \u00e9s la capacitat d\u2019unir molts sistemes i dades diferents heretades per proporcionar una visi\u00f3 \u00fanica de l\u2019usuari que constituiria la base d\u2019un enfoc multicanal m\u00e9s coherent<\/strong>. Si b\u00e9 encara existeixen reptes importants en torn a l\u2019\u00e0mbit multicanal, tamb\u00e9 hi ha algunes tecnologies \u00fatils que permeten a les empreses desenvolupar una millor comprensi\u00f3 de la motivaci\u00f3 i l\u2019activitat de l\u2019usuari.<\/p>\n<p><strong>Les experi\u00e8ncies multicanal superiors poden crear un avantatge competitiu significatiu per a les organitzacions<\/strong>, per\u00f2 est\u00e0 clar que, per a la majoria de les empreses el lliurament d\u2019una experi\u00e8ncia multicanal continua, segueix sent un treball en progr\u00e9s per a moltes.<\/p>\n<h5><strong>Quines estrat\u00e8gies multicanal milloren l\u2019experi\u00e8ncia del client?<\/strong><\/h5>\n<p>Hi ha un benefici significatiu per a les organitzacions a l\u2019adoptar un enfoc multicanal m\u00e9s sofisticat, i no menys important per assegurar usuaris m\u00e9s compromesos i rendibles.<strong> Un enfoc exit\u00f3s implica una s\u00e8rie de facetes diferents en torn a les persones, els processos i la tecnologia<\/strong>.<\/p>\n<h5><strong>1) Persones<\/strong><\/h5>\n<ul>\n<li>\u00c9s fonamental assegurar l\u2019acceptaci\u00f3 del lideratge d\u2019alt nivell per a les estrat\u00e8gies multicanal, aix\u00ed com treballar per <strong>desenvolupar la cultura organitzativa adequada per garantir que un enfoc conjunt ofereixi una experi\u00e8ncia del client uniforme i d\u2019alta qualitat en tot moment<\/strong>.<\/li>\n<li><strong>Un enfoc de dalt a baix i de baix cap amunt \u00e9s una forma d\u2019impulsar un canvi durador dins de la cultura organitzacional<\/strong>. \u00c9s important adoptar noves formes de treball en els processos, pr\u00e0ctiques i habilitats di\u00e0ries dels empleats.<\/li>\n<li>\u00c9s clau <strong>garantir la combinaci\u00f3 correcta d\u2019habilitats de canal vertical especialitzat, amb m\u00e9s habilitats horitzontals en torn al m\u00e0rqueting, la tecnologia i l\u2019experi\u00e8ncia del client<\/strong>.<\/li>\n<\/ul>\n<h5><strong>2) Processos<\/strong><\/h5>\n<ul>\n<li>Les organitzacions en les quals la comunicaci\u00f3 no \u00e9s adequada entre departaments, necessiten <strong>establir processos per garantir un major grau de treball col\u00b7laboratiu<\/strong>, amb la necessitat de posar al client al centre.<\/li>\n<li><strong>\u00c9s fonamental que les m\u00e8triques se centrin en els objectius comercials i s\u2019aline\u00efn amb l\u2019experi\u00e8ncia del client<\/strong>.<\/li>\n<li>La informaci\u00f3 ha de ser accionable i estar centrada en impulsar la millora cont\u00ednua. Els enfocs de \u201cprova i aprenentatge\u201d poden ser \u00fatils per desenvolupar una comprensi\u00f3 millorada de les necessitats de l\u2019usuari, i una <strong>experi\u00e8ncia multicanal m\u00e9s rellevant i fluida pels usuaris, especialment amb canals emergents com m\u00f2bils i tauletes<\/strong>.<\/li>\n<li>Les empreses poden emprar efica\u00e7ment eines com la segmentaci\u00f3 d\u2019usuari i el mapeig del customer journey per <strong>identificar millores, prioritzar la inversi\u00f3 i crear un avantatge competitiu<\/strong>.<\/li>\n<li>Els enfocs han de centrar-se en l\u2019usuari, no nom\u00e9s en el negoci. <strong>Els plantejaments ben integrats des de la perspectiva de l\u2019experi\u00e8ncia del client poden aportar beneficis en termes d\u2019efic\u00e0cia i de rendibilitat<\/strong>.<\/li>\n<\/ul>\n<h5><strong>3) Tecnologies <\/strong><\/h5>\n<ul>\n<li><strong>L\u2019\u00fas de tecnologies de seguiment m\u00e9s sofisticades, an\u00e0lisis i eines de feedback dels usuaris, pot proporcionar a les empreses la perspectiva del client que necessiten<\/strong> per desenvolupar una millor comprensi\u00f3 del customer journey.<\/li>\n<li><strong>Una \u00fanica vista completa de l\u2019usuari nom\u00e9s es pot assolir mitjan\u00e7ant l\u2019alineaci\u00f3 de les m\u00e8triques, l\u2019experi\u00e8ncia en l\u2019an\u00e0lisi d\u2019aquestes i la uni\u00f3 efectiva de dades a trav\u00e9s de sistemes CRM<\/strong>.<\/li>\n<li>Si b\u00e9 aix\u00f2 segueix sent una aspiraci\u00f3 per a molts, altres ja han comen\u00e7at el proc\u00e9s i estan aprenent a <strong>millorar l\u2019efici\u00e8ncia i l\u2019optimitzaci\u00f3 de la multicanalitat<\/strong>.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019experi\u00e8ncia del client multicanal implica l\u2019\u00fas de m\u00faltiples canals per atreure usuaris. Quan les empreses utilitzen les xarxes socials, el web, el correu electr\u00f2nic i altres canals per atreure als usuaris, han de garantir el lliurament d\u2019un missatge continu en tots els punts de contacte per maximitzar l\u2019experi\u00e8ncia del client. Degut a que els usuaris&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/quines-estrategies-multicanal-milloren-lexperiencia-del-client\/\" title=\"Read Quines estrat\u00e8gies multicanal milloren l\u2019experi\u00e8ncia del client?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33658,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33657","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Quines estrat\u00e8gies multicanal milloren l\u2019experi\u00e8ncia del client? - Enreach ES<\/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:\/\/enreach.es\/blog\/que-estrategias-multicanal-mejoran-la-experiencia-del-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Quines estrat\u00e8gies multicanal milloren l\u2019experi\u00e8ncia del client? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"L\u2019experi\u00e8ncia del client multicanal implica l\u2019\u00fas de m\u00faltiples canals per atreure usuaris. Quan les empreses utilitzen les xarxes socials, el web, el correu electr\u00f2nic i altres canals per atreure als usuaris, han de garantir el lliurament d\u2019un missatge continu en tots els punts de contacte per maximitzar l\u2019experi\u00e8ncia del client. Degut a que els usuaris... 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Quan les empreses utilitzen les xarxes socials, el web, el correu electr\u00f2nic i altres canals per atreure als usuaris, han de garantir el lliurament d\u2019un missatge continu en tots els punts de contacte per maximitzar l\u2019experi\u00e8ncia del client. Degut a que els usuaris... 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