{"id":5997,"date":"2023-07-28T15:22:51","date_gmt":"2023-07-28T15:22:51","guid":{"rendered":"https:\/\/blog.real-trends.com\/br\/?p=5997"},"modified":"2023-11-08T16:14:17","modified_gmt":"2023-11-08T16:14:17","slug":"customer-first","status":"publish","type":"post","link":"https:\/\/blog.real-trends.com\/br\/2023\/07\/28\/customer-first\/","title":{"rendered":"Customer first: o que \u00e9 e como aplicar esta estrat\u00e9gia para fidelizar seus clientes"},"content":{"rendered":"\n<p>\u00c9 fato que um neg\u00f3cio s\u00f3 pode crescer e se sustentar ao longo do tempo se souber priorizar a clientela, colocando-a no centro da sua estrat\u00e9gia. Neste artigo, explicamos o que \u00e9 a estrat\u00e9gia Customer first e como aplic\u00e1-la com sucesso.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"608\" data-src=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-1024x608.jpg\" alt=\"\" class=\"wp-image-6008 lazyload\" data-srcset=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-1024x608.jpg 1024w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-300x178.jpg 300w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-250x148.jpg 250w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-768x456.jpg 768w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-1536x912.jpg 1536w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-700x416.jpg 700w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-150x89.jpg 150w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first.jpg 1920w\" data-sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" style=\"--smush-placeholder-width: 1024px; --smush-placeholder-aspect-ratio: 1024\/608;\" \/><noscript><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"608\" src=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-1024x608.jpg\" alt=\"\" class=\"wp-image-6008\" srcset=\"https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-1024x608.jpg 1024w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-300x178.jpg 300w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-250x148.jpg 250w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-768x456.jpg 768w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-1536x912.jpg 1536w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-700x416.jpg 700w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first-150x89.jpg 150w, https:\/\/blog.real-trends.com\/br\/wp-content\/uploads\/2023\/07\/Customer-first.jpg 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/noscript><\/figure>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>O conceito de &#8220;experi\u00eancia do cliente&#8221; refere-se \u00e0 impress\u00e3o que uma marca causa em seu p\u00fablico. Essa rela\u00e7\u00e3o come\u00e7a muito antes da compra e continua depois que a venda \u00e9 concretizada, sendo a soma de todas as intera\u00e7\u00f5es com a marca.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Isso se deve, em grande parte, \u00e0 mudan\u00e7a na forma como as pessoas se relacionam com as empresas: agora, elas procuram se sentir conectadas, representadas por seus valores e cren\u00e7as, estar em constante di\u00e1logo e, acima de tudo, sentir que fazem parte.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Assim, em um mercado profundamente mut\u00e1vel e competitivo, projetar e oferecer solu\u00e7\u00f5es cada vez mais personalizadas e valiosas se torna a melhor estrat\u00e9gia de fideliza\u00e7\u00e3o. A estrat\u00e9gia Customer first surge como resposta a essa necessidade.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 35px\"><\/div>\n\n\n<h2 class=\"wp-block-heading\">O que significa Customer first<\/h2>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>O termo Customer first se traduz como &#8220;o cliente em primeiro lugar&#8221; e \u00e9 uma estrat\u00e9gia em que o cliente \u00e9 colocado no centro do valor da marca.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Ao fazer isso, todos os esfor\u00e7os que a empresa faz (em rela\u00e7\u00e3o ao produto, marketing, atendimento, entre outros) devem estar direcionados ao cliente acima de tudo, priorizando sempre a sua experi\u00eancia.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>No entanto, com a velocidade com que o mercado se move, a quantidade de concorrentes e usu\u00e1rios cada vez mais participativos e informados, as marcas devem dedicar muitos esfor\u00e7os para gerar uma experi\u00eancia 360\u00ba valiosa.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Diante desse cen\u00e1rio, se voc\u00ea deseja aumentar suas chances de fideliza\u00e7\u00e3o, sua marca tamb\u00e9m deve se esfor\u00e7ar para proporcionar uma boa experi\u00eancia e construir uma comunidade com o p\u00fablico-alvo.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<div>\n    <style>\n        .banner-meli-green {\n        display: inline-block;\n        width: 100%;\n        background: #3C9881;\n        padding: 0px 40px 0px 45px;\n        box-sizing: border-box;\n        margin-top: 36px;\n    }\n    \n    .banner-meli-green-grid {\n        display: grid;\n        grid-template-columns: 1fr 2fr;\n        align-items: center;\n        column-gap: 2rem;\n        max-width: none;\n    }\n    .img-banner-meligreen{\n        display: flex;\n    }\n    .img-banner-meligreen img {\n        max-width: 270px;\n    }\n    .title-mobile-bannergreen{\n        display: none;\n    }\n    .title-meli-green img{\n        width: 50px;\n        margin-right: 10px;\n        margin-top: -7px;\n    }\n    .title-meli-green h3{\n        font-style: normal;\n        font-family: 'proxima_novaregular';\n        font-weight: 700;\n        font-size: 28px;\n        line-height: 32px;\n        letter-spacing: 0px;\n        color: #fff;\n        margin-bottom: 10px;\n    }\n    .banner-meli-green-grid p{\n        font-size: 21px;\n        font-style: normal;\n        font-weight: 400;\n        line-height: 22px;\n        margin-bottom: 13px;\n        color: #fff;\n        letter-spacing: 0px;\n        font-family: 'proxima_novaregular';\n    }\n    \n    .banner-meli-green-grid button {\n        padding: 8px 24px;\n        background-color: #fff;\n        border-radius: 36px;\n        color: #3C9881;\n        font-size: 14px;\n        border: none;\n        cursor: pointer;\n      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     flex-direction: column;\n        justify-content: center;\n        align-items: center;\n    }\n    .img-banner-meligreen{\n        display: flex;\n        align-items: center;\n        justify-content: center;\n    }\n    .img-banner-meligreen img {\n        width: 260px;\n        max-width: none;\n    }\n    .banner-meli-green-grid p{\n        font-size: 22px;\n        line-height: 27px;\n        margin-bottom: 20px;\n        text-align: center;\n    }\n    .title-desktop-bannergreen{\n        display: none !important;\n    }\n    .title-mobile-bannergreen{\n        display: block !important;\n    }\n    \n    .banner-meli-green-grid button {\n        font-size: 18px;\n    }\n    }\n    <\/style>\n    <a href=\"https:\/\/www.real-trends.com\/br\">\n     <div class=\"banner-meli-green\">\n            <div class=\"banner-meli-green-grid\"> \n                <div class=\"img-banner-meligreen\">\n                       <img decoding=\"async\" data-src=\"https:\/\/www.real-trends.com\/assets\/img\/blog\/img-banners\/img-meli2-newBr.png\" alt=\"Mercado libre aplicacion certificada\" class=\"title-desktop-bannergreen lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\"><noscript><img decoding=\"async\" src=\"https:\/\/www.real-trends.com\/assets\/img\/blog\/img-banners\/img-meli2-newBr.png\" alt=\"Mercado libre aplicacion certificada\" class=\"title-desktop-bannergreen\"><\/noscript>\n                       <img decoding=\"async\" data-src=\"https:\/\/www.real-trends.com\/assets\/img\/blog\/img-banners\/img-meli2-newBr-mobile.png\" alt=\"Mercado libre aplicacion certificada\" class=\"title-mobile-bannergreen lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\"><noscript><img decoding=\"async\" src=\"https:\/\/www.real-trends.com\/assets\/img\/blog\/img-banners\/img-meli2-newBr-mobile.png\" alt=\"Mercado libre aplicacion certificada\" class=\"title-mobile-bannergreen\"><\/noscript>\n                <\/div>             \n                <div class=\"banner-title-green\">\n                    <div class=\"title-meli-green\">\n                        <h3 class=\"title-desktop-bannergreen\">Aumente suas vendas <br> no Mercado Livre em 30%<\/h3>\n                        <h3 class=\"title-mobile-bannergreen\">Aumente suas <br> vendas no <br> Mercado Livre <br> em 30%<\/h3>\n                    <\/div> \n                    <p class=\"title-desktop-bannergreen\">Ferramentas e insights para tomar <br> decis\u00f5es estrat\u00e9gicas<\/p>\n                    <p class=\"title-mobile-bannergreen\">Ferramentas e insights para tomar decis\u00f5es estrat\u00e9gicas<\/p>\n                     <button>Testar gr\u00e1tis<\/button>\n                <\/div>\n                \n            <\/div>\n        <\/div>\n    <\/a>\n<\/div>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h2 class=\"wp-block-heading\">Como ser Customer first impacta no seu neg\u00f3cio<\/h2>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Aventurar-se a investir e desenvolver uma estrat\u00e9gia Customer first pode trazer muitos benef\u00edcios para um e-commerce. A seguir, apresentamos alguns deles:<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Aumento da fidelidade dos clientes<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>De acordo com o Princ\u00edpio de Pareto, 80% da sua receita \u00e9 gerada por 20% dos clientes recorrentes.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Os dados comprovam: investir para manter os compradores fi\u00e9is \u00e0 marca deve ser uma prioridade de qualquer neg\u00f3cio.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Prolongamento do ciclo de vida do seu neg\u00f3cio<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Ao ter presen\u00e7a de marca e estabelecer um relacionamento positivo com seu p\u00fablico-alvo, voc\u00ea acompanhar\u00e1 seus clientes durante todo o processo de venda, transformando-os em compradores frequentes e, assim, prolongando o ciclo de vida do neg\u00f3cio.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Obten\u00e7\u00e3o de embaixadores de marca de forma natural<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Clientes que se sentem bem cuidados e priorizados v\u00e3o transmitir para seus familiares e amigos suas experi\u00eancias agrad\u00e1veis com a sua empresa. Eles se tornar\u00e3o defensores da sua marca.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Conquista de aliados valiosos<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Se cometer algum erro em seu servi\u00e7o ou produto, o cliente fidelizado entender\u00e1 e provavelmente ser\u00e1 mais compreensivo do que um comprador ocasional.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Al\u00e9m disso, se o problema persistir, ele provavelmente entrar\u00e1 em contato com voc\u00ea e informar\u00e1 sobre a falha. Eles s\u00e3o uma fonte valiosa de informa\u00e7\u00f5es para o seu neg\u00f3cio.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h2 class=\"wp-block-heading\">Como aplicar uma estrat\u00e9gia Customer first<\/h2>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Para ajudar voc\u00ea a construir um bom relacionamento com seus clientes e coloc\u00e1-los em primeiro lugar, compartilhamos 5 pr\u00e1ticas essenciais:<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Conhe\u00e7a profundamente seus clientes<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>S\u00f3 assim voc\u00ea poder\u00e1 melhorar a experi\u00eancia deles. Em um mercado cada vez mais personalizado, \u00e9 fundamental que voc\u00ea implemente t\u00e1ticas que permitam estudar profundamente seus clientes, reconhecendo-os tamb\u00e9m em suas peculiaridades.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Foque na escuta<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Sua equipe de atendimento ao cliente deve ter claro que o di\u00e1logo amig\u00e1vel e caloroso \u00e9 a base de uma boa experi\u00eancia.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Saber ouvir para oferecer solu\u00e7\u00f5es adequadas, sem perder o foco na humanidade e personaliza\u00e7\u00e3o, \u00e9 fundamental para garantir a satisfa\u00e7\u00e3o do usu\u00e1rio e a fideliza\u00e7\u00e3o.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Aproveite a omnicanalidade<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Os compradores desejam agilidade e simplicidade na hora de resolver problemas. Portanto, voc\u00ea deve investir esfor\u00e7os para oferecer as melhores op\u00e7\u00f5es.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Por exemplo, pode disponibilizar um chat no site, habilitar um e-mail espec\u00edfico e, al\u00e9m disso, oferecer mensagens diretas nas redes sociais. S\u00e3o canais f\u00e1ceis de configurar que aumentar\u00e3o o engajamento com seus usu\u00e1rios.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Tenha um plano de gest\u00e3o de crise \u00e0 m\u00e3o<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Voc\u00ea n\u00e3o pode prever quando ocorrer\u00e1 um imprevisto ou uma crise, mas pode se planejar para super\u00e1-la.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Um plano de gest\u00e3o de crise ajuda a lidar com qualquer contratempo, protegendo a integridade da marca e demonstrando que seu foco principal \u00e9 oferecer seguran\u00e7a e apoio aos seus clientes.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<h3 class=\"wp-block-heading\">Fa\u00e7a pesquisas e me\u00e7a suas estrat\u00e9gias<\/h3>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Pergunte o que seus clientes pensam sobre seus produtos e servi\u00e7os. S\u00f3 assim voc\u00ea poder\u00e1 avaliar se a experi\u00eancia est\u00e1 sendo verdadeiramente eficaz.&nbsp;<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>Realizar pesquisas regularmente fornecer\u00e1 informa\u00e7\u00f5es muito valiosas que voc\u00ea poder\u00e1 capitalizar. Considere as opini\u00f5es e use-as para melhorar.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<p>E ent\u00e3o, que tal come\u00e7ar j\u00e1 a colocar seus clientes no centro da sua estrat\u00e9gia? Ser Customer first s\u00f3 depende de voc\u00ea! Analise como est\u00e1 o relacionamento com seu p\u00fablico e coloque em pr\u00e1tica o que melhor se adapte ao momento do seu neg\u00f3cio.<\/p>\n\n\n<div class=\"vc_empty_space\" style=\"height: 20px\"><\/div>\n\n\n<style>\n.banner-formNews {\ndisplay: inline-block;\nwidth: 100%;\nbackground: #4194D8;\npadding: 0px 40px 0px 0px;\nbox-sizing: border-box;\nmargin-top: 36px;\n}\n\n.banner-formNews-grid {\ndisplay: grid;\ngrid-template-columns: 1fr 2fr;\nalign-items: center;\ncolumn-gap: 2rem;\nmax-width: none;\n}\n.img-banner-formNews{\ndisplay: flex;\n}\n.img-banner-formNews img {\nmax-width: 270px;\n}\n.title-mobile-meli2023{\ndisplay: none;\n}\n.title-formNews img{\nwidth: 50px;\nmargin-right: 10px;\nmargin-top: -7px;\n}\n.title-formNews h3{\nfont-style: normal;\nfont-family: 'proxima_novaregular';\nfont-weight: 700;\nfont-size: 28px;\nline-height: 32px;\nletter-spacing: 0px;\ncolor: #fff;\nmargin-bottom: 10px;\n}\n.content-formB{\ndisplay: grid;\ngrid-template-columns: 1fr 1fr 1fr 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