{"id":34210,"date":"2021-11-18T08:24:02","date_gmt":"2021-11-18T07:24:02","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-que-lenfocament-en-el-client-es-essencial-per-obtenir-un-avantatge-competitiu-en-un-call-center\/"},"modified":"2022-06-23T13:52:43","modified_gmt":"2022-06-23T13:52:43","slug":"per-que-lenfocament-en-el-client-es-essencial-per-obtenir-un-avantatge-competitiu-en-un-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-que-lenfocament-en-el-client-es-essencial-per-obtenir-un-avantatge-competitiu-en-un-call-center\/","title":{"rendered":"Per qu\u00e8 l\u2019enfocament en el client \u00e9s essencial per obtenir un avantatge competitiu en un call center"},"content":{"rendered":"<p>Per desenvolupar un negoci en auge al m\u00f3n actual, hi ha molts factors clau. Un d\u2019ells s\u00f3n els clients. Per aix\u00f2, en els \u00faltims mesos, les empreses estan posant m\u00e9s \u00e8mfasi en l\u2019experi\u00e8ncia del client (CX).<\/p>\n<p><strong>Tenir un model de negoci centrat en el client \u00e9s fonamental, ja que ajuda a l\u2019organitzaci\u00f3 a assolir una experi\u00e8ncia positiva i personalitzada pels clients<\/strong>. Tamb\u00e9 facilita que els empleats prestin m\u00e9s atenci\u00f3 als usuaris aconseguint una base de clients lleials i un avantatge competitiu sobre els seus rivals.<\/p>\n<h5><strong>Qu\u00e8 \u00e9s l\u2019enfocament en el client? Com es defineix?<\/strong><\/h5>\n<p>Segons Gary Geldart, <strong>l\u2019enfocament en el client \u00e9s un model de negoci ideal que involucra a tota l\u2019estructura d\u2019una organitzaci\u00f3 empresarial pensant en formes de crear experi\u00e8ncies positives pels clients<\/strong>.<\/p>\n<p>Qualsevol empresa amb una cultura centrada en el client tenen una experi\u00e8ncia de client estrat\u00e8gica i intencionalment planificada, situant-lo en el centre des del principi.<\/p>\n<h5><strong>La import\u00e0ncia de centrar-se en el client<\/strong><\/h5>\n<p>Moltes organitzacions es construeixen de tal manera que l\u2019\u00e8xit dep\u00e8n de la quantitat de vendes que facin. Per aix\u00f2, han de poder crear una experi\u00e8ncia positiva pels clients durant tot el proc\u00e9s. Per a qu\u00e8 aix\u00f2 funcioni, tots els membres de l\u2019empresa han d\u2019estar <em>on board<\/em>. Per aix\u00f2, <strong>el millor \u00e9s dissenyar els rols dels empleats per a qu\u00e8 exerceixin el seu paper en l\u2019organitzaci\u00f3 en el seu conjunt, centrats en el client<\/strong>.<\/p>\n<p>Per\u00f2 l\u2019enfocament en el client no nom\u00e9s \u00e9s favorable pels clients. Tamb\u00e9 ajuda a l\u2019empresa de forma massiva i li d\u00f3na un avantatge competitiu sobre els seus rivals. A continuaci\u00f3, es mostren alguns dels <strong>beneficis de la centralitzaci\u00f3 en el client per una organitzaci\u00f3 empresarial<\/strong>:<\/p>\n<ul>\n<li>Les empreses centrades en el client obtenen m\u00e9s beneficis.<\/li>\n<li>Poden retenir a m\u00e9s clients i atreure\u2019n a nous m\u00e9s f\u00e0cilment. La lleialtat dels usuaris a la marca sol ser alta, ja que estan satisfets amb els productes, el servei, l\u2019experi\u00e8ncia, etc.<\/li>\n<li>Tendeixen a superar a altres organitzacions comercials rivals no centrades en el client.<\/li>\n<li>Les empreses centrades en el client tenen empleats m\u00e9s feli\u00e7os i satisfets.<\/li>\n<li>Els clients estan m\u00e9s satisfets amb la seva experi\u00e8ncia i el producte de les empreses centrades en el client, el que genera moltes m\u00e9s vendes.<\/li>\n<\/ul>\n<h5><strong>Com crear una cultura centrada en el client <\/strong><\/h5>\n<p>En una organitzaci\u00f3 centrada en el client, tothom ent\u00e9n que prioritzar al client \u00e9s el primer. Aix\u00f2 \u00e9s essencial per a l\u2019\u00e8xit a llarg termini del negoci. Llavors, <strong>els processos de presa de decisions i estrat\u00e8gics sempre posen al client al centre per <\/strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/\"><strong>brindar una experi\u00e8ncia de qualitat<\/strong><\/a>. Per crear aquesta cultura dins d\u2019una empresa, s\u2019ha de generar consci\u00e8ncia entre els empleats per a qu\u00e8 aquesta es mantingui.<\/p>\n<h5><strong>Com mantenir la cultura de centralitzaci\u00f3 del client entre els empleats?<\/strong><\/h5>\n<h5><strong>1) Fent que tots treballin en equip<\/strong><\/h5>\n<p>Es necessita treball en equip per aconseguir que una empresa es centri en el client. Si diferents departaments i individus intenten complaure als usuaris individualment, no arribaran molt lluny.<\/p>\n<p>Tots han de treballar junts. Cada departament ha de considerar el treball de la resta per assolir aquest objectiu, de manera que tots participin en el lliurament dels productes o serveis al client. <strong>Per tant, tots han de treballar en equip i individualment, garantint alhora que els clients continu\u00efn sent la prioritat<\/strong>.<strong> Aix\u00f2 requerir\u00e0 una major interacci\u00f3 entre els diferents departaments<\/strong>.<\/p>\n<h5><strong>2) Buscant l\u2019opini\u00f3 de tots<\/strong><\/h5>\n<p>S\u2019ha de posar l\u2019enfocament en el client en els pensaments de les persones abans de veure-ho en les seves accions. <strong>La millor manera de posar als usuaris en la ment dels empleats \u00e9s demanar-los la seva opini\u00f3<\/strong>. <strong>Com m\u00e9s pensen en formes de millorar l\u2019experi\u00e8ncia del client, m\u00e9s es centraran en ell<\/strong>. Aix\u00ed mateix, s\u2019obtindran diferents perspectives per ajudar a assolir aquest objectiu.<\/p>\n<h5><strong>3) Alineant comportaments<\/strong><\/h5>\n<p><strong>Donat que s\u2019est\u00e0 intentant construir una nova cultura, s\u2019han de comen\u00e7ar a realitzar accions espec\u00edfiques en conson\u00e0ncia amb ella<\/strong>. Aix\u00f2 significa que els empleats han de comen\u00e7ar a desenvolupar tasques que no solien fer abans.<\/p>\n<p><strong>Per aix\u00f2, ha d\u2019assegurar-se que el nou patr\u00f3 de pensament s\u2019aline\u00ef amb les accions i comportaments de les persones<\/strong>, aix\u00ed com que tots s\u00e0piguen el que necessiten i com han de fer-ho. Aix\u00f2 \u00e9s crucial per una cultura centrada en el client.<\/p>\n<h5><strong>4) Promocionant sempre la visi\u00f3 de cultura corporativa<\/strong><\/h5>\n<p>Al tractar d\u2019aconseguir quelcom aix\u00ed, una empresa no pot centrar-se nom\u00e9s en els objectius. Ha d\u2019assegurar-se que tots vegin la visi\u00f3 de cultura corporativa i sentin que poden ser part d\u2019ella. Per aix\u00f2 \u00e9s vital compartir per promoure una experi\u00e8ncia positiva del client.<\/p>\n<h5><strong>5) Desenvolupant la confian\u00e7a<\/strong><\/h5>\n<p>Pot haver-hi ocasions en qu\u00e8 els empleats necessitin ajuda per comprendre la seva funci\u00f3 en aquest \u201cnou\u201d enfocament centrat en el client a la seva feina. <strong>Oferir-los tot el suport i l\u2019ajut que necessiten, far\u00e0 que es sentin m\u00e9s arropats per tota l\u2019organitzaci\u00f3<\/strong>.<\/p>\n<p>Sentir-se part d\u2019un equip en qu\u00e8 tots estan aprenent i creixent junts, contribuir\u00e0 en gran mesura a desenvolupar la seva confian\u00e7a per aprendre a centrar-se en el client.<\/p>\n<h5><strong>6) Oferint formaci\u00f3 per centrar-se en el client<\/strong><\/h5>\n<p>Una gran part del proc\u00e9s \u00e9s l\u2019aprenentatge i, novament, les empreses juguen un paper important en aix\u00f2. <strong>Per molt que existeixi l\u2019ambient adequat per a qu\u00e8 els empleats es centrin en el client, necessiten formaci\u00f3 amb la finalitat d\u2019augmentar els seus coneixements i habilitats per aprendre comportaments centrats en el client<\/strong>.<\/p>\n<p>En conclusi\u00f3, <strong>l\u2019enfocament centrat en el client \u00e9s la forma m\u00e9s segura per a qu\u00e8 una empresa creixi r\u00e0pidament, generi m\u00e9s vendes i beneficis<\/strong>. <strong>Tamb\u00e9 genera m\u00e9s ingressos i t\u00e9 empleats satisfets i clients lleials<\/strong>. D\u2019aquesta manera, les organitzacions tenen un avantatge competitiu amb respecte a la seva compet\u00e8ncia.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Per desenvolupar un negoci en auge al m\u00f3n actual, hi ha molts factors clau. Un d\u2019ells s\u00f3n els clients. Per aix\u00f2, en els \u00faltims mesos, les empreses estan posant m\u00e9s \u00e8mfasi en l\u2019experi\u00e8ncia del client (CX). Tenir un model de negoci centrat en el client \u00e9s fonamental, ja que ajuda a l\u2019organitzaci\u00f3 a assolir una&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/per-que-lenfocament-en-el-client-es-essencial-per-obtenir-un-avantatge-competitiu-en-un-call-center\/\" title=\"Read Per qu\u00e8 l\u2019enfocament en el client \u00e9s essencial per obtenir un avantatge competitiu en un call center\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":29629,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-34210","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>Per qu\u00e8 l\u2019enfocament en el client \u00e9s essencial per obtenir un avantatge competitiu en un call center - 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\/por-que-el-enfoque-en-el-cliente-es-esencial-para-obtener-una-ventaja-competitiva-en-un-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Per qu\u00e8 l\u2019enfocament en el client \u00e9s essencial per obtenir un avantatge competitiu en un call center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Per desenvolupar un negoci en auge al m\u00f3n actual, hi ha molts factors clau. 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