{"id":16443,"date":"2019-11-20T14:42:48","date_gmt":"2019-11-20T12:42:48","guid":{"rendered":"https:\/\/www.gpec.ro\/blog\/?p=16443"},"modified":"2019-11-20T14:55:33","modified_gmt":"2019-11-20T12:55:33","slug":"despre-user-experience-cu-gerry-mcgovern-cum-pastram-loialitatea-clientilor","status":"publish","type":"post","link":"https:\/\/www.gpec.ro\/blog\/despre-user-experience-cu-gerry-mcgovern-cum-pastram-loialitatea-clientilor","title":{"rendered":"Despre User Experience cu Gerry McGovern: Cum p\u0103str\u0103m loialitatea clien\u021bilor"},"content":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/despre-user-experience-cu-gerry-mcgovern-cum-pastram-loialitatea-clientilor\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-16445 size-full\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern.jpg\" alt=\"Gerry McGovern\" width=\"1200\" height=\"686\" srcset=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern.jpg 1200w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern-300x172.jpg 300w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern-768x439.jpg 768w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2019\/11\/Gerry-McGovern-1024x585.jpg 1024w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<p><b>Recent, se observ\u0103 un interes din partea antreprenorilor \u0219i oamenilor de marketing pentru o \u00een\u021belegere mai aprofundat\u0103 a dorin\u021belor clientului. Am vorbit despre acest trend la GPeC SUMMIT cu Gerry McGovern, fondator \u0219i CEO al Customer Carewords. El ne-a oferit c\u00e2teva perspective despre cum am putea \u00eenv\u0103\u021ba de la nume mari din e-commerce s\u0103 construim rela\u021bii durabile cu clien\u021bii pentru ca ace\u0219tia s\u0103-\u0219i p\u0103streze loialitatea.<\/b><\/p>\n<p><!--more--><\/p>\n<p><span style=\"font-weight: 400;\">Gerry ne descrie \u00een interviu cum a observat o cre\u0219tere a nevoii antreprenorilor de a oferi clien\u021bilor <strong>o experien\u021b\u0103 de calitate<\/strong>, conform modelului practicat de nume mari ca Google, Apple \u0219i Amazon. \u201dOamenii sunt interesa\u021bi s\u0103 afle despre metode \u0219i tehnici noi prin care s\u0103-\u0219i \u00een\u021beleag\u0103 c\u00e2t mai bine clien\u021bii\u201d, poveste\u0219te Gerry. De asemenea, ne spune c\u0103 rela\u021bia construit\u0103 cu clien\u021bii este un diferen\u021biator puternic \u00eentre un business \u0219i competitorii acestuia.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Dezvoltarea unei rela\u021bii s\u0103n\u0103toase cu clien\u021bii ar trebui s\u0103 fie un proces continuu \u00een care companiile \u021bin leg\u0103tura \u00een mod constant cu ace\u0219tia, le \u00een\u021beleg nevoile \u0219i, de asemenea, \u00eei implic\u0103 \u00een procesul de <strong>\u00eembun\u0103t\u0103\u021bire<\/strong> a produsului sau serviciilor oferite. Un brand de succes \u00ee\u0219i dedic\u0103 timp s\u0103 urm\u0103reasc\u0103 procesul de<strong> user experience<\/strong>, adun\u0103 feedback-ul ob\u021binut de la clien\u021bi \u0219i \u00eenva\u021b\u0103 de pe urma acestuia. Conform lui Gerry, \u201dtoate companiile inteligente construiesc un produs <\/span><i><span style=\"font-weight: 400;\">\u00eempreun\u0103<\/span><\/i><span style=\"font-weight: 400;\"> cu clientul, nu doar <\/span><i><span style=\"font-weight: 400;\">pentru<\/span><\/i><span style=\"font-weight: 400;\"> acesta\u201d, iar acest proces este important s\u0103 se reg\u0103seasc\u0103 \u00een cultura companiei \u0219i s\u0103 fie pus \u00een aplicare at\u00e2t de management, c\u00e2t \u0219i de restul echipei.<\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"Gerry McGovern\" width=\"910\" height=\"512\" src=\"https:\/\/www.youtube.com\/embed\/Cwxe4ZSFu8g?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Gerry ne-a mai povestit c\u0103 o gre\u0219eal\u0103 semnificativ\u0103 pe care o fac business-urile online este \u201ds\u0103 crezi c\u0103 tu \u0219tii mai bine \u0219i s\u0103 iei decizii bazate pe opinii, nu pe dovezi\u201d. <strong>Con\u021binutul relevant<\/strong> se construie\u0219te observ\u00e2nd comportamentul consumatorului, test\u00e2nd \u0219i \u00eembun\u0103t\u0103\u021bind website-ul conform feedback-ului primit de la clien\u021bi, \u0219i nu exclusiv unei opinii venit\u0103 de la senior management. Un exemplu ar fi Amazon, care \u201dtesteaz\u0103 constant aproximativ 300-400 de pagini web \u0219i face modific\u0103ri pe website la fiecare 12 secunde\u201d. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">De asemenea, multe business-uri au tendin\u021ba de a se axa pe aducerea de noi conversii \u0219i uit\u0103 de clien\u021bii vechi. Entit\u0103\u021bi de succes, precum Amazon sau Google Prime, r<strong>ecompenseaz\u0103 clien\u021bii loiali<\/strong> \u00een timp ce multe companii tind s\u0103 uite de ace\u0219tia \u0219i, \u00een consecin\u021b\u0103, pierd pe parcurs o parte din ei. Magazinele online ar trebui s\u0103 \u00ee\u0219i adapteze website-ul conform tipului de client care \u00eei viziteaz\u0103, astfel \u00eenc\u00e2t clien\u021bii vechi s\u0103 \u0219tie c\u0103 sunt valoro\u0219i \u0219i s\u0103 \u00ee\u0219i p\u0103streze loialitatea fa\u021b\u0103 de brand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Vezi interviul \u00een \u00eentregime pe <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=Cwxe4ZSFu8g\"><b>YouTube<\/b><\/a><span style=\"font-weight: 400;\">. 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Am vorbit despre acest trend la GPeC SUMMIT cu Gerry McGovern, fondator \u0219i CEO al Customer Carewords. El ne-a oferit c\u00e2teva perspective despre cum am putea \u00eenv\u0103\u021ba de la nume mari din e-commerce s\u0103 construim rela\u021bii durabile cu clien\u021bii pentru ca ace\u0219tia s\u0103-\u0219i p\u0103streze loialitatea.<\/p>\n","protected":false},"author":19,"featured_media":16445,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[89],"tags":[62,739,3311,100,215,456,719],"class_list":["post-16443","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-interviurile-gpec","tag-e-commerce","tag-ecommerce","tag-gerry-mcgovern","tag-gpec-summit","tag-interviu-gpec","tag-user-experience","tag-ux"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/16443","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/comments?post=16443"}],"version-history":[{"count":3,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/16443\/revisions"}],"predecessor-version":[{"id":16451,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/16443\/revisions\/16451"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media\/16445"}],"wp:attachment":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media?parent=16443"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/categories?post=16443"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/tags?post=16443"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}