{"id":32742,"date":"2009-03-04T22:16:00","date_gmt":"2009-03-04T22:16:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?p=32742"},"modified":"2025-03-28T11:00:10","modified_gmt":"2025-03-28T11:00:10","slug":"importa-tanto-la-experiencia-del-cliente-en-tiempos-de-crisis","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/expert-perspectives\/importa-tanto-la-experiencia-del-cliente-en-tiempos-de-crisis\/","title":{"rendered":"\u00bfImporta tanto la \u201cexperiencia del cliente\u201d en tiempos de crisis?"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>\u00bfImporta tanto la \u201cexperiencia del cliente\u201d en tiempos de crisis?<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/cg-logo.png?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Capgemini<\/h5><h5 class=\"blog-date\">2009-03-04<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ar-es\/?p=32742\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/ar-es\/?p=32742&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ar-es\/?p=32742&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p>La respuesta corta es <strong>S\u00cd<\/strong>.<\/p>\n\n\n\n<p>La respuesta larga se encuentra en un interesante art\u00edculo del consultor independiente Jon Picoult, I<a href=\"http:\/\/www.customerthink.com\/article\/experience_economy_relevance_in_recession\">s the \u201cExperience Economy\u201d Contracting Towards Irrelevance?<\/a><\/p>\n\n\n\n<p>En primer lugar, el t\u00e9rmino experience economy hace referencia a aquellas empresas que dan un valor capital a la experiencia del consumidor, procurando que \u00e9sta sea \u00f3ptima, inolvidable. Lo que ocurre es que uno de los grandes exponentes de este tipo de empresas, Starbucks, est\u00e1 de capa ca\u00edda con la recesi\u00f3n econ\u00f3mica. Por tanto, surgen dudas sobre si la experiencia de uso es importante en estos d\u00edas.<\/p>\n\n\n\n<p>Jon Picault expresa su disconformidad con ese pensamiento; es l\u00f3gico que la situaci\u00f3n econ\u00f3mica influya en los resultados empresariales. En cambio, para que una compa\u00f1\u00eda aplique esta f\u00f3rmula con \u00e9xito, <strong>lo importante es que la experiencia de uso sea atractiva para el sector de poblaci\u00f3n al que se dirige.<br><\/strong><br>Por ejemplo, con la crisis, la gente compra menos y es m\u00e1s selectiva a la hora de elegir d\u00f3nde. Por este motivo, si el cliente tiene una gran experiencia con una compa\u00f1\u00eda determinada, probablemente vuelva a escogerla cuando lo necesite y, a\u00fan mejor, hablar\u00e1 bien de ella.<\/p>\n\n\n\n<p>En el art\u00edculo, se habla adem\u00e1s de c\u00f3mo algunos cambios sencillos y baratos pueden mejorar el rendimiento y satisfacci\u00f3n de los empleados, reducir costes e incrementar la aceptaci\u00f3n del producto\/servicio.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":336,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"b6b2cf6d-828f-49ad-a510-ceef5af46c21\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"blog-topic":[],"content-group":[],"class_list":["post-32742","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"<!-- 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