¿Qué puedo hacer por ti para hacerte feliz?

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Es la pregunta que toda marca/empresa debería plantearse a la hora de dirigirse a sus usuarios.

Porque si dibujamos un mapa de puntos de contacto felices del usuario con el producto, esta pregunta serie el punto de inicio.

Tienes un producto, un buen producto. Vale es ok. Pero en esta nueva era, yo, como usuario y comprador recurrente tuyo quiero más que el simple producto, necesito sentirme especial contigo. ¿Me escuchas? A cambio nos conocerás mejor y podrás llegar a más clientes gracias a nuestra ‘Sobresatisfacción’

Es aquí donde entra en juego toda la cadena de valores en torno al cliente y producto.

Es hora de cuidarte, y no sólo me refiero al trato con el usuario desde que compra el producto o tiene una queja del mismo, es decir todo el proceso de disfrute del producto, me refiero al producto en si respecto al usuario.

¿Es de verdad este producto lo que busca y quiere el usuario?

Si lo es, ¡Perfecto, te queremos con nosotros y vamos a comenzar una feliz relación!

Si no lo es ¿Porque engañarte y hacerte creer que este producto satisface tus necesidades?

Si le engañas, más pronto que tarde lo comprobará, se sentirá engañado y lo compartirá con todo el que pueda (es más fácil que hablen mal de ti que bien) tirando toda nuestra cadena de valores con el cliente/producto a la basura.

¡Seamos realmente buenos con nuestros productos para con nuestro usuarios!

Adjunto video del conocido CEO de Zappos contando la anécdota de la pizza…

¿Y tú? ¿Has diseñado un mapa de puntos de contacto felices con el usuario?

Queda un nuevo post pendiente sobre este tema…


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