{"id":23473,"date":"2022-05-17T09:00:42","date_gmt":"2022-05-17T07:00:42","guid":{"rendered":"https:\/\/andyapp.io\/episodio-13-customer-experience\/"},"modified":"2022-05-17T09:00:42","modified_gmt":"2022-05-17T07:00:42","slug":"episodio-13-customer-experience","status":"publish","type":"post","link":"https:\/\/andyapp.io\/mx\/episodio-13-customer-experience\/","title":{"rendered":"#13 AndyTalks:  Customer experience: c\u00f3mo gestionar la experiencia Fast Good con Eduardo G\u00f3mez"},"content":{"rendered":"<h1 style=\"text-align: justify;\"><span style=\"font-weight: 400;\">AndyTalks, episodio 13<\/span><\/h1>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">En esta nueva entrega de los AndyTalks <a href=\"https:\/\/www.linkedin.com\/in\/rafalinan\/\">Rafa Li\u00f1an<\/a> y <a href=\"https:\/\/www.linkedin.com\/in\/tererodriguezdigitalcom\/\">Tere<\/a> conversan con <a href=\"https:\/\/es.linkedin.com\/in\/eduardo-gomez-alvarez-97116828\">Eduardo G\u00f3mez<\/a>, director de marca en <a href=\"https:\/\/www.healthypoke.com\/\">Healthy Poke<\/a>, y un profesional con una grand\u00edsima trayectoria en el sector de la restauraci\u00f3n, y, en concreto, del concepto <em>Fast Good<\/em>. Eduardo nos habla hoy de la importancia del <strong><em>Customer Experience<\/em><\/strong> y de c\u00f3mo gestionar la experiencia del cliente en el nuevo entorno de la restauraci\u00f3n.\u00a0 <\/span><\/p>\n<p><iframe loading=\"lazy\" title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/dYHO3i8lje0\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<h2 style=\"text-align: justify;\"><b>\u00bfQu\u00e9 es el <em>customer experience<\/em>?\u00a0<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Una de las preguntas a las que Eduardo responde tan elocuentemente en este episodio de los AndyTalks; el <strong><em>customer experience<\/em><\/strong> (o CX) es la <strong>percepci\u00f3n que el cliente tiene tras su interacci\u00f3n <\/strong>con los distintos puntos de contacto de lo que se conoce como <em>customer journey<\/em> en tu restaurante:\u00a0<\/span><span style=\"font-weight: 400;\">Desde su visita inicial a tu p\u00e1gina web, a tu web m\u00f3vil y a tus redes sociales, hasta cada uno de los elementos de la propia experiencia en tu local, incluidos los consejos recibidos, la rapidez, la calidad, el ambiente, las sonrisas (\u00a1o falta de sonrisas!), la gesti\u00f3n de una queja, y muchos otros puntos de interacci\u00f3n con tu marca.\u00a0<\/span><\/p>\n<h2 style=\"text-align: justify;\"><b>\u00bfPor qu\u00e9 la experiencia de tu cliente es vital para la salud de tu restaurante?<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Por muchos motivos.\u00a0<\/span><span style=\"font-weight: 400;\">Por un lado, la consecuencia inmediata de una mejor experiencia del cliente es un aumento de lo que se conoce como <strong><em>Customer Lifetime Value<\/em><\/strong> (CLV), o el valor econ\u00f3mico que un cliente tiene para una empresa durante toda su \u201cvida como cliente\u201d.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Es decir, con esta m\u00e9trica puedes <strong>identificar el valor real financiero que un cliente tiene para tu restaurante<\/strong> durante un determinado per\u00edodo de tiempo, y saber si ese tipo de cliente es rentable, si est\u00e1s invirtiendo los suficientes recursos en fidelizar, y qu\u00e9 estrategias debes adoptar para adquirir nuevos clientes y mejorar los niveles de fidelizaci\u00f3n de los ya existentes.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Por otro lado, el cliente que tiene una experiencia positiva se convierte, en el mejor de los casos, en comprador recurrente. Y cuanto mejor sea la percepci\u00f3n que el mercado tenga de tu marca, mayor ser\u00e1 su valor en este mercado.\u00a0<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">L\u00f3gicamente, una experiencia negativa hace que el cliente recurra a la competencia.\u00a0<\/span><span style=\"font-weight: 400;\">Cuanto mayor sea tu tasa de abandono (churn rate), menores tus ingresos.\u00a0<\/span><span style=\"font-weight: 400;\">Y precisamente por esto, es tan importante tener una estrategia de <em>customer experience<\/em> s\u00f3lida, que te ayude a disminuir las experiencias negativas de los clientes, a mejorar la percepci\u00f3n y el valor de tu marca, y a ahorrar costes.<\/span><\/p>\n<h2 style=\"text-align: justify;\"><b>\u00bfC\u00f3mo se dise\u00f1a una experiencia superior para el exigente cliente en el sector <em>Fast Good<\/em>?\u00a0<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Nadie mejor que Eduardo G\u00f3mez para responder a esa pregunta.\u00a0<\/span><span style=\"font-weight: 400;\">Desde su posici\u00f3n de Responsable de marca, Eduardo nos habla de:\u00a0<\/span><\/p>\n<ul>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Qu\u00e9 es el <em>Fast Good<\/em><\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400;\">C\u00f3mo debe ser el <em>customer experience<\/em> en la restauraci\u00f3n, y en general, en el sector de la comida saludable r\u00e1pida,\u00a0<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400;\">\u00bfC\u00f3mo medimos la experiencia de nuestros clientes?\u00a0<\/span><\/li>\n<li style=\"text-align: justify;\"><span style=\"font-weight: 400;\">\u00bfC\u00f3mo se transmite la necesidad de crear una experiencia superior para el cliente al equipo? <\/span><\/li>\n<li style=\"text-align: justify;\">Qu\u00e9 tendencias dominan y dominar\u00e1n el <em>Fast Good<\/em>?<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">\u00a1Y mucho m\u00e1s! <strong>Puedes e<\/strong><strong>scucha nuestra conversaci\u00f3n en<\/strong>\u00a0<strong><a href=\"https:\/\/open.spotify.com\/episode\/1PcuRUf7F9r3beutqa79R5?si=ce840a0d937c4bae\">Spotify<\/a>\u00a0o\u00a0<a href=\"https:\/\/go.ivoox.com\/rf\/87109806\">Ivoox<\/a>\u00a0para descubrirlo.<\/strong><\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">As\u00ed que, \u00a1no te pierdas los valios\u00edsimos consejos que comparte un profesional de la talla de Eduardo en esta entrega de los AndyTalks!\u00a0<\/span>Si te has perdido alguno de los anteriores episodios, \u00a1puedes recuperarlos en nuestra\u00a0<a href=\"https:\/\/andyapp.mx\/andytalks-podcast-negocios-food-service\/\">web<\/a>!<\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Nuestras conversaciones cuentan con el apoyo de <a href=\"https:\/\/restauracionnews.com\/\">RestauracionNews<\/a>, la plataforma de contenidos referencia para el negocio en la hosteler\u00eda y los restaurantes. Gracias a este l\u00edder en la actualidad del mundo de la restauraci\u00f3n moderna estamos contigo semana tras semana, entrevistando a los referentes del sector.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Gracias por formar parte de la comunidad Andy, \u00a1y por favor, ay\u00fadanos a llegar a otros profesionales de la restauraci\u00f3n, compartiendo este episodio con tus compa\u00f1er@s del sector!<\/span><\/p>\n<p><script src=\"https:\/\/www.buzzsprout.com\/1935018\/10516743-customer-experience-como-gestionar-la-experiencia-fast-good-con-eduardo-gomez-de-healthy-poke.js?container_id=buzzsprout-player-10516743&#038;player=small\" type=\"text\/javascript\" charset=\"utf-8\"><\/script><\/p>\n","protected":false},"excerpt":{"rendered":"<p>AndyTalks, episodio 13 En esta nueva entrega de los AndyTalks Rafa Li\u00f1an y Tere conversan con Eduardo G\u00f3mez, director de marca en Healthy Poke, y un profesional con una grand\u00edsima trayectoria en el sector de la restauraci\u00f3n, y, en concreto, del concepto Fast Good. Eduardo nos habla hoy de la importancia del Customer Experience y&hellip;<\/p>\n","protected":false},"author":2,"featured_media":23474,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[271],"tags":[],"post_series":[],"class_list":["post-23473","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-andytalks-mx","entry","has-media"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>#13 AndyTalks: Customer experience: c\u00f3mo gestionar la experiencia Fast Good con Eduardo G\u00f3mez | Andy | Intowin<\/title>\n<meta name=\"description\" content=\"En este nuevo episodio de los AndyTalks hablamos con Eduardo G\u00f3mez director de marca de Healthy Poke sobre la experiencia de cliente.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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