{"id":5037,"date":"2012-12-12T10:40:58","date_gmt":"2012-12-12T15:40:58","guid":{"rendered":"http:\/\/www.urbecom.com\/blog\/?p=5037"},"modified":"2012-12-11T22:54:06","modified_gmt":"2012-12-12T03:54:06","slug":"la-atencion-al-cliente-clave-para-mantener-a-los-consumidores","status":"publish","type":"post","link":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/","title":{"rendered":"La atenci\u00f3n al cliente, clave para mantener a los consumidores"},"content":{"rendered":"<p style=\"text-align: justify;\">Ya hemos hablado en nuestro blog de algunos consejos \u00fatiles para nuestra <strong>tienda online<\/strong> a la hora de tratar las quejas de los clientes y responder a sus necesidades. Naturalmente, la experiencia y el trabajo del d\u00eda a d\u00eda ser\u00e1n los que m\u00e1s nos ayuden para componer nuestra estrategia en este sentido. Sin embargo, no debemos caer en el error de pensar que lo sabemos todo de este terreno, por muchas crisis que hayamos gestionado. Debemos esforzarnos por mantener la satisfacci\u00f3n de nuestros usuarios y posibles clientes a cada momento, conociendo c\u00f3mo interpretar su malestar y recibiendo correctamente su feedback.<\/p>\n<p style=\"text-align: justify;\">Incluso una empresa puntera como <strong>Oracle<\/strong>, que dista mucho, en cuanto a envergadura, de lo que puede necesitar una <strong>tienda online<\/strong> con menos ambiciones, es consciente de esta necesidad. Por ello, es una buena idea acudir a su reciente estudio en el que, recogiendo las opiniones de 1400 personas que realizaron compras online, elaboran una acertada semblanza de c\u00f3mo debe ser la correcta atenci\u00f3n al cliente.<\/p>\n<p style=\"text-align: center;\"><a href=\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg\"><img loading=\"lazy\" class=\"aligncenter  wp-image-5038\" title=\"excellentcustomerservice\" src=\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg\" alt=\"\" width=\"512\" height=\"341\" srcset=\"https:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg 640w, https:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice-300x199.jpg 300w\" sizes=\"(max-width: 512px) 100vw, 512px\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Seg\u00fan el estudio, el trato al cliente es un factor tan importante en una <strong>tienda online<\/strong> que hasta un 81% de los consumidores reconocen que no les importar\u00eda abonar un poco m\u00e1s si con ello va a mejorar este aspecto. No s\u00f3lo convierte, como es l\u00f3gico, cualquier tipo de transacci\u00f3n en algo agradable; tambi\u00e9n se identifica con la calidad y la garant\u00eda de un servicio, as\u00ed como con el compromiso de las personas que atienden. Un 70% de los consumidores que decidieron eliminar una marca o empresa de sus compras habituales lo hizo porque no estaba satisfecho con la atenci\u00f3n al cliente que recib\u00edan.<\/p>\n<p style=\"text-align: justify;\">Uno de los factores que m\u00e1s influye negativamente en decisiones como \u00e9sta es la imprecisi\u00f3n a la hora de resolver un problema, o la mala pr\u00e1ctica de dilatar en el tiempo la atenci\u00f3n. Esto no es otra cosa que esa costumbre, tan extendida, de pasar de un operador a otro para realizar cualquier gesti\u00f3n. El resultado casi siempre inevitable de esto es que el consumidor de la<strong> tienda online<\/strong> se ve obligado a volver a explicar su problema o solicitud en varias ocasiones, caus\u00e1ndole hast\u00edo.<\/p>\n<p style=\"text-align: justify;\">En el \u00e1mbito europeo, las <strong>tiendas online<\/strong> de Alemania y Suecia son las que mejor valoraci\u00f3n obtienen en lo referente al trato al cliente, al menos entre las personas consultadas. En cuanto a la posibilidad de pagar por un mejor trato, los ingleses son los que se acoger\u00edan a ello de manera m\u00e1s gustosa. En Espa\u00f1a es donde encontramos los consumidores m\u00e1s radicales: hasta un 95% afirma estar dispuesto a dejar de comprar o adquirir cualquier servicio\u00a0 en una <strong>tienda online<\/strong> si reciben una mala atenci\u00f3n.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Ya hemos hablado en nuestro blog de algunos consejos \u00fatiles para nuestra tienda online a la hora de tratar las quejas de los clientes y responder a sus necesidades. Naturalmente, la experiencia y el trabajo del d\u00eda a d\u00eda ser\u00e1n los que m\u00e1s nos ayuden para componer nuestra estrategia en este sentido. Sin embargo, no [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[17],"tags":[685,51,786],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>La atenci\u00f3n al cliente, clave para mantener a los consumidores - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM<\/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:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"La atenci\u00f3n al cliente, clave para mantener a los consumidores - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM\" \/>\n<meta property=\"og:description\" content=\"Ya hemos hablado en nuestro blog de algunos consejos \u00fatiles para nuestra tienda online a la hora de tratar las quejas de los clientes y responder a sus necesidades. Naturalmente, la experiencia y el trabajo del d\u00eda a d\u00eda ser\u00e1n los que m\u00e1s nos ayuden para componer nuestra estrategia en este sentido. Sin embargo, no [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/\" \/>\n<meta property=\"og:site_name\" content=\"Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/urbecom\" \/>\n<meta property=\"article:published_time\" content=\"2012-12-12T15:40:58+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2012-12-12T03:54:06+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@urbecom\" \/>\n<meta name=\"twitter:site\" content=\"@urbecom\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Redaccion\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/#organization\",\"name\":\"UrbeCOM Ecomercio S.L.\",\"url\":\"https:\/\/www.urbecom.com\/blog\/\",\"sameAs\":[\"https:\/\/es.pinterest.com\/Urbecom\/\",\"https:\/\/www.youtube.com\/user\/urbecom\",\"https:\/\/www.facebook.com\/urbecom\",\"https:\/\/twitter.com\/urbecom\"],\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2019\/05\/Imagotipo800.png\",\"contentUrl\":\"https:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2019\/05\/Imagotipo800.png\",\"width\":800,\"height\":800,\"caption\":\"UrbeCOM Ecomercio S.L.\"},\"image\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/#\/schema\/logo\/image\/\"}},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/#website\",\"url\":\"https:\/\/www.urbecom.com\/blog\/\",\"name\":\"Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM\",\"description\":\"Blog de urbeCOM donde encontrar\u00e1s informaci\u00f3n sobre el comercio electr\u00f3nico, c\u00f3mo crear una tienda online, c\u00f3mo vender en Internet y en Redes Sociales, Marketing online, etc.\",\"publisher\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.urbecom.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"es\"},{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#primaryimage\",\"url\":\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg\",\"contentUrl\":\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#webpage\",\"url\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/\",\"name\":\"La atenci\u00f3n al cliente, clave para mantener a los consumidores - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM\",\"isPartOf\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#primaryimage\"},\"datePublished\":\"2012-12-12T15:40:58+00:00\",\"dateModified\":\"2012-12-12T03:54:06+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#breadcrumb\"},\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/www.urbecom.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"La atenci\u00f3n al cliente, clave para mantener a los consumidores\"}]},{\"@type\":\"Article\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#webpage\"},\"author\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/#\/schema\/person\/d7c213dd82e482dbd40a897ada31a39b\"},\"headline\":\"La atenci\u00f3n al cliente, clave para mantener a los consumidores\",\"datePublished\":\"2012-12-12T15:40:58+00:00\",\"dateModified\":\"2012-12-12T03:54:06+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#webpage\"},\"wordCount\":479,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#primaryimage\"},\"thumbnailUrl\":\"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg\",\"keywords\":[\"atenci\u00f3n al cliente\",\"consejos\",\"trato al cliente\"],\"articleSection\":[\"Comercio Electr\u00f3nico\"],\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#respond\"]}]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.urbecom.com\/blog\/#\/schema\/person\/d7c213dd82e482dbd40a897ada31a39b\",\"name\":\"Redaccion\",\"url\":\"https:\/\/www.urbecom.com\/blog\/author\/redaccion\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"La atenci\u00f3n al cliente, clave para mantener a los consumidores - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/","og_locale":"es_ES","og_type":"article","og_title":"La atenci\u00f3n al cliente, clave para mantener a los consumidores - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM","og_description":"Ya hemos hablado en nuestro blog de algunos consejos \u00fatiles para nuestra tienda online a la hora de tratar las quejas de los clientes y responder a sus necesidades. Naturalmente, la experiencia y el trabajo del d\u00eda a d\u00eda ser\u00e1n los que m\u00e1s nos ayuden para componer nuestra estrategia en este sentido. Sin embargo, no [&hellip;]","og_url":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/","og_site_name":"Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM","article_publisher":"https:\/\/www.facebook.com\/urbecom","article_published_time":"2012-12-12T15:40:58+00:00","article_modified_time":"2012-12-12T03:54:06+00:00","og_image":[{"url":"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg"}],"twitter_card":"summary_large_image","twitter_creator":"@urbecom","twitter_site":"@urbecom","twitter_misc":{"Escrito por":"Redaccion","Tiempo de lectura":"2 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Organization","@id":"https:\/\/www.urbecom.com\/blog\/#organization","name":"UrbeCOM Ecomercio S.L.","url":"https:\/\/www.urbecom.com\/blog\/","sameAs":["https:\/\/es.pinterest.com\/Urbecom\/","https:\/\/www.youtube.com\/user\/urbecom","https:\/\/www.facebook.com\/urbecom","https:\/\/twitter.com\/urbecom"],"logo":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/www.urbecom.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2019\/05\/Imagotipo800.png","contentUrl":"https:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2019\/05\/Imagotipo800.png","width":800,"height":800,"caption":"UrbeCOM Ecomercio S.L."},"image":{"@id":"https:\/\/www.urbecom.com\/blog\/#\/schema\/logo\/image\/"}},{"@type":"WebSite","@id":"https:\/\/www.urbecom.com\/blog\/#website","url":"https:\/\/www.urbecom.com\/blog\/","name":"Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM","description":"Blog de urbeCOM donde encontrar\u00e1s informaci\u00f3n sobre el comercio electr\u00f3nico, c\u00f3mo crear una tienda online, c\u00f3mo vender en Internet y en Redes Sociales, Marketing online, etc.","publisher":{"@id":"https:\/\/www.urbecom.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.urbecom.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"es"},{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#primaryimage","url":"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg","contentUrl":"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg"},{"@type":"WebPage","@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#webpage","url":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/","name":"La atenci\u00f3n al cliente, clave para mantener a los consumidores - Blog de comercio electr\u00f3nico, Ecommerce y Marketing Online | urbeCOM","isPartOf":{"@id":"https:\/\/www.urbecom.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#primaryimage"},"datePublished":"2012-12-12T15:40:58+00:00","dateModified":"2012-12-12T03:54:06+00:00","breadcrumb":{"@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#breadcrumb"},"inLanguage":"es","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/www.urbecom.com\/blog\/"},{"@type":"ListItem","position":2,"name":"La atenci\u00f3n al cliente, clave para mantener a los consumidores"}]},{"@type":"Article","@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#article","isPartOf":{"@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#webpage"},"author":{"@id":"https:\/\/www.urbecom.com\/blog\/#\/schema\/person\/d7c213dd82e482dbd40a897ada31a39b"},"headline":"La atenci\u00f3n al cliente, clave para mantener a los consumidores","datePublished":"2012-12-12T15:40:58+00:00","dateModified":"2012-12-12T03:54:06+00:00","mainEntityOfPage":{"@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#webpage"},"wordCount":479,"commentCount":0,"publisher":{"@id":"https:\/\/www.urbecom.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#primaryimage"},"thumbnailUrl":"http:\/\/www.urbecom.com\/blog\/wp-content\/uploads\/2012\/12\/excellentcustomerservice.jpg","keywords":["atenci\u00f3n al cliente","consejos","trato al cliente"],"articleSection":["Comercio Electr\u00f3nico"],"inLanguage":"es","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.urbecom.com\/blog\/la-atencion-al-cliente-clave-para-mantener-a-los-consumidores\/#respond"]}]},{"@type":"Person","@id":"https:\/\/www.urbecom.com\/blog\/#\/schema\/person\/d7c213dd82e482dbd40a897ada31a39b","name":"Redaccion","url":"https:\/\/www.urbecom.com\/blog\/author\/redaccion\/"}]}},"_links":{"self":[{"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/posts\/5037"}],"collection":[{"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/comments?post=5037"}],"version-history":[{"count":2,"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/posts\/5037\/revisions"}],"predecessor-version":[{"id":5040,"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/posts\/5037\/revisions\/5040"}],"wp:attachment":[{"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/media?parent=5037"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/categories?post=5037"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.urbecom.com\/blog\/wp-json\/wp\/v2\/tags?post=5037"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}