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        "rendered": "<p class=\"wp-block-paragraph\">La satisfacci\u00f3n del cliente est\u00e1 directamente relacionada con la rentabilidad. Si sus clientes est\u00e1n contentos, tienden a ser fieles. Si son fieles, no s\u00f3lo compran m\u00e1s, sino que recomiendan a otros clientes. Tenemos una serie de <a href=\"https:\/\/www.surveyrock.com\/home\/customer-satisfaction-surveys.html\" target=\"_blank\" rel=\"noreferrer noopener\">plantillas de encuestas de satisfacci\u00f3n del cliente<\/a> para que puedas ponerte en marcha en cuesti\u00f3n de minutos.<\/p>\n\n\n\n<!--more-->\n\n\n\n<p class=\"wp-block-paragraph\">Un estudio bien establecido de Bain &amp; Company descubri\u00f3 que, para muchas empresas, un aumento de 5% en la retenci\u00f3n de clientes puede aumentar los beneficios entre 25% y 95%. El mismo estudio revel\u00f3 que cuesta entre seis y siete veces m\u00e1s conseguir un nuevo cliente que mantener uno ya existente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Adem\u00e1s, una mala experiencia puede superar a un mont\u00f3n de buenas experiencias. Las malas experiencias pueden transmitirse r\u00e1pidamente a docenas, cientos o miles de otros clientes, magnificando su impacto. Por lo tanto, si su empresa hace algo que frustra a los clientes, debe saberlo de inmediato.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Es fundamental dar a los clientes la oportunidad de proporcionar informaci\u00f3n sobre su nivel de satisfacci\u00f3n general y sobre lo que les gusta y lo que no les gusta. Es igualmente importante medir y supervisar sistem\u00e1ticamente esa informaci\u00f3n. Sin un programa eficaz de investigaci\u00f3n de la satisfacci\u00f3n de los clientes, su empresa perder\u00e1 negocios, perder\u00e1 oportunidades y se situar\u00e1 en desventaja competitiva.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"http:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/04\/Clock-And-Calendar.jpg\"><img decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/04\/Clock-And-Calendar.jpg\" alt=\"Reloj y calendario\"\/><\/a><\/figure><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">Muchas empresas se preguntan con qu\u00e9 frecuencia deben realizar encuestas de satisfacci\u00f3n de los clientes. La respuesta depende del tama\u00f1o de la base de clientes y del objetivo de la investigaci\u00f3n. Hay dos<br>tipos de encuestas clave, y sirven para fines muy diferentes:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Las encuestas transaccionales solicitan la opini\u00f3n directamente del usuario del producto o servicio sobre ese encuentro concreto. Se realizan inmediatamente despu\u00e9s de cada transacci\u00f3n del cliente.  Por ejemplo, una encuesta puede administrarse despu\u00e9s de una compra o de una experiencia de servicio al cliente.<\/li><li>Las encuestas de relaci\u00f3n recogen la informaci\u00f3n de las personas que tienen una relaci\u00f3n continua con la empresa y han realizado varias transacciones. Son encuestas programadas con regularidad, a menudo trimestrales.<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Las encuestas transaccionales se enviaban a discreci\u00f3n de quien tiene contacto con los clientes, pero los datos deben recogerse inmediatamente despu\u00e9s de la interacci\u00f3n, mientras la experiencia est\u00e1 todav\u00eda fresca en<br>la mente del cliente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Las encuestas sobre las relaciones deben repartirse a lo largo de un a\u00f1o. He aqu\u00ed un par de puntos a tener en cuenta:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Si s\u00f3lo hay un punto de datos para cada a\u00f1o, un solo evento podr\u00eda tener un gran impacto en los resultados<\/li><li>En el caso de las empresas con una base de clientes lo suficientemente amplia -al menos 10.000-, las encuestas de relaciones pueden realizarse de forma continua pero con informes mensuales para hacer frente a los efectos de la estacionalidad o de eventos puntuales<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">En muchos casos, puede ser conveniente realizar tanto encuestas transaccionales como relacionales. Por ejemplo, una empresa puede llevar a cabo una investigaci\u00f3n transaccional con fines de servicio al cliente y una investigaci\u00f3n relacional para realizar comprobaciones rutinarias sobre la salud del negocio.<\/p>",
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        "rendered": "<p>La satisfacci\u00f3n del cliente est\u00e1 directamente relacionada con la rentabilidad. Si sus clientes est\u00e1n contentos, tienden a ser fieles. Si son fieles, no s\u00f3lo compran m\u00e1s, sino que recomiendan a otros clientes. Disponemos de una serie de plantillas de encuestas de satisfacci\u00f3n del cliente para que pueda ponerlas en marcha en cuesti\u00f3n de minutos.<\/p>",
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