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Brazil's A. Gutierrez strikes leniency deal over World Cup cartel - Reuters, Tragedy-stricken Brazilian..

Blog do Edmour | 05/12/2016

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SAO PAULO Dec 5 Brazilian antitrust watchdog Cade on Monday said it struck a leniency agreement with construction company Andrade Gutierrez Engenharia SA , acc.. Read More →
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The Brazilian club Chapecoense, which lost most of its players in an air crash last week, has been awarded the Copa Sudamericana championship by the governing .. Read More →
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South American football confederation CONMEBOL agreed on Monday to award the Copa Sudamericana to Brazilian club Chapecoense, whose team was wiped out in a pla.. Read More →
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Ferreira Gullar, one of Brazil's most distinguished writers, has died on Sunday in Rio de Janeiro. He was 86 years old. His granddaughter Celeste confirmed his.. Read More →
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The bodies of 50 players, coaches and staff from the Chapecoense Real football team tragically killed in a Colombian plane crash on Monday arrived home in Braz.. Read More →
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The Brazilian town of Chapeco, its streets wet with drizzle and buildings draped in the green of its devastated soccer club, prepared Saturday to receive the b.. Read More →
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Every year, Brazilian venture capital firm Monashees takes entrepreneurs from its portfolio companies on an overseas discovery tour. This year, instead of Sili.. Read More →
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Brazilian President Michel Temer receives the coffin of Chapecoense player Thiaguinho who died in the plane crash in Colombia, in Chapeco, Brazil December 3, 2.. Read More →
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The bodies of 64 Brazilian passengers - including a local football team - who were killed in a plane crash in Colombia have been flown home. The British Aerosp.. Read More →
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Foco DO Cliente

Blog da Oca | 18/10/2016

Quando a gente fala que tem que ter foco DO cliente parece tão óbvio. Tipo assim, claro que tem que atender bem e fazer o que o cliente deseja ou se puder, além do que ele deseja. OKAY! Todo mundo já sabe disso. Nada de novo e nada que alguém não concorde.

O fato é saber o que fazer, não é verdade? Como implementar? Por onde começar?

Tem que fazer TUDO. Como assim, Oca? Simples: Tudo que impacta na vida do cliente. Tudo que vai fazer o cliente ficar feliz. Tudo que é conveniente para o cliente, ou ao menos não ficar fazendo o que atrapalha a vida dele.

Bom, vamos aos fatos. Supermercado lindo. Produtos de qualidade. Pouca fila na hora de pagar, mas cheio de promotores no meio do caminho atrapalhando na hora da compra. Tem foco do cliente? Não!

Posto de gasolina super bonito. Frentistas educados e atenciosos, mas economiza na maquineta sem fio e faz o cliente sair do carro para pagar. Foco do Cliente? Não!

Enfim, são muito casos… falei desses somente para exemplificar e chegar ao ponto que desejo.

Agora quero contar o que aconteceu comigo na semana passada. Estava cheia de boletos para pagar pelo banco online. Conta da luz, do celular, do telefone fixo e da NET. Fui pagando nessa ordem. Me irritando e lutando muito para enxergar os mínimos números do código de barras. Foi quando chegou a vez da NET. Números G I G A N T E S. Sério, muito diferentes das demais contas. Foi dai que pensei: alguém se colocou no lugar do cliente que não enxerga direito de perto  e resolveu colocar uma lupa nos números. Bingo! Pode ter sido por pura sorte mas prefiro pensar que alguém pensou nisso. Assim, fico amando a NET na hora de pagar a conta.

Pra marcar gol com o seu cliente e fazer o tal foco DO cliente não é somente atender bem. É se colocar no lugar dele em todos os pontos que ele tem contato com a marca e pensar: – como o cliente gostaria de ser atendido?

Por isso que quando vamos fazer algum projeto de atendimento a gente fica um tempo tentando convencer que não é somente treinar a ponta. Óbvio que isso também é importante em algum momento, mas não é o mais importante  e tampouco a única ação  que impacta.

Deixar o cliente feliz dá trabalho. Muita coisa pra pensar.

Agora, quando a gente consegue melhorar em muitos pontos de contato, vai aumentando a nossa chance de ganhar um cliente que retorna e recomenda. E essa é a única maneira de conseguir resultados sustentáveis.

PS: pra você que está espumando de raiva com o meu exemplo, acalme-se: eu não falei que não precisa melhorar o tal do sinal!

 

 



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