Altos niveles de exigencia en la relación de clientes y marcas

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CLAVES:

  • Los consumidores tienen cada vez expectativas más altas y buscan cada vez que las marcas les ofrezcan servicios más memorables.
  • La tolerancia del consumidor a los fallos y a las malas experiencias es cada vez menor, esperan que las marcas sean capaces de ofrecer cada día lo mejor de ellas y que sean capaces de ofrecer al consumidor lo que este espera.
  • A pesar de que las marcas están más deseosas que nunca de información y datos, los consumidores son cada día más desconfiados y más reticentes a darlos.
  • Los adolescentes se han convertido en uno de los grandes quebraderos de cabeza de las marcas.
  • Las marcas deben estudiar a sus propios adolescentes y ver qué es lo que los hace diferentes. El marketing de contenidos puede ser una herramienta muy poderosa para conectar con los adolescentes.

Los consumidores son cada vez más tajantes a la hora de establecer qué están dispuestos a tolerar y que no en lo que a atención al cliente se refiere.

Los consumidores tienen cada vez una mayor oferta dentro de la que escoger y tienen a su disposición cada vez más y más compañías deseosas de darles servicio. Esta creciente oferta de empresas y de servicios tiene un impacto directo sobre lo que ofrecen y lo que hacen y, sobre todo, sobre cómo perciben a las marcas y a sus servicios. Ante una mayor oferta, los consumidores pueden ser mucho más exigentes que nunca y pueden esperar que las marcas sean todo lo que ellos quieren que sean.

A todo esto, hay que sumar que los consumidores tienen cada vez expectativas más altas y buscan cada vez que las marcas les ofrezcan servicios más memorables. Dado que ahora han entrado en la competición para convertirse en la empresa favorita de los consumidores y para convertirse en los productos de referencia de los mismos, muchos otros factores y muchas otras cuestiones, como por ejemplo los vínculos emocionales, las marcas tienen que enfrentarse a un contexto mucho más complicado y complejo y tienen que trabajar mucho más duro que nunca para conectar con estos consumidores. Y, sobre todo, tienen que tener mucho más cuidado con lo que hacen y con lo que no hacen para mantener a sus consumidores contentos.

[section label=”Tolerancia a los fallos” anchor=”Tolerancia a los fallos”]

Tolerancia a los fallos

La tolerancia del consumidor a los fallos y a las malas experiencias es cada vez menor y más baja. Los consumidores esperan que las marcas sean capaces de ofrecer cada día lo mejor de ellas y que sean capaces de ofrecer al consumidor lo que este espera. No hacerlo pone en peligro la posición de la marca en el mercado.

Según un estudio de Ovum para BoldChat, el 82% de los consumidores (y la muestra abarca a Europa, Australia, Nueva Zelanda y EEUU) han abandonado a una compañía tras una mala experiencia con ellos. Solo un 18% de los consumidores se mantiene como aquellos que dan siempre una segunda oportunidad.

216889
Fuente: eMarketer

Las marcas deben tener cada vez más presente que las malas experiencias de consumo no solo sirven para dañar la imagen de la marca o para asentar ciertas ideas en la mente de los consumidores, sino que además acaban directamente expulsando al consumidor. Una mala experiencia hace perder a un anterior comprador.

[section label=”Mejorar las experiencias” anchor=”Mejorar las experiencias”]

Mejorar las experiencias

Las marcas tienen que crear la experiencia de consumo más positiva posible y tienen que ser capaces de resolver todas las necesidades que los consumidores puedan tener en el momento que las puedan necesitar y buscar. La clave para lograrlo podría estar, además, en una de las palabras clave que los analistas y expertos no paran de repetir últimamente, la omnicanalidad.

Según datos del mismo estudio, los consumidores se sienten mucho más contentos con las marcas cuando estas incorporan elementos multicanal en la experiencia de consumo. De hecho, seis de cada diez consumidores valoran el poder tener acceso a canales de atención al cliente a través de internet, como es el caso de chats o perfiles de redes sociales realmente eficientes.

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Fuente: eMarketer

Además de estar presentes online, las marcas tienen que ser rápidas a la hora de atender dudas y problemas. Un 50% de los consumidores apunta hacia los tiempos de respuesta cuando se les pregunta lo que ellos mejorarían y un 21% espera tiempos de respuesta más rápidos de la atención al cliente en tiempo real. Un 29% quiere que la calidad de la atención al cliente sea igual de buena en todos los canales y un 19% que se mejore la que se ofrece vía móvil.

[section label=”Proporcionar datos” anchor=”Proporcionar datos”]

Proporcionar datos

A pesar de que las marcas están más deseosas que nunca de información y datos, los consumidores son cada día más desconfiados y más reticentes a darlos.

La información es un elemento especialmente valioso para las marcas. Las empresas necesitan datos, necesitan acumular toda la información posible, ya que los datos se han convertido en una de sus fuentes principales de riqueza. Gracias a los datos, pueden conectar mejor con los consumidores porque son capaces de adelantarse a sus necesidades.

Además gracias a los datos pueden saber qué productos triunfarán, las razones por las que lo harán o en dónde están los fallos a la hora de hacer una mejor estrategia. Pero para obtener esos datos antes necesitan que los consumidores ‘liberen’ esa información.

Las compañías emplean diversos métodos para conseguir acumular datos. Emplean, por ejemplo, diferentes sistemas tecnológicos para acumular datos casi sin que nadie se dé cuenta y usan diferentes artimañas para lograr conseguir más y más datos de sus consumidores. La promesa de un bono descuento para celebrar el día del cumpleaños, el acceder a alguna oferta exclusiva si se cubren ciertos datos personales, etc.

Las marcas son proactivas a la hora de cosechar información y esperan que los consumidores se la ofrezcan fácilmente, lo que, por otra parte, resulta cada vez más difícil y complicado. Los consumidores son cada día más y más reticentes a la hora de ofrecer datos a las marcas y de permitirles que accedan a toda esa información personal que desean y que cada día están menos dispuestos a compartir.

Los consumidores se han vuelto desconfiados y reticentes en lo que a la información se refiere, ya que empiezan a ser más conscientes que nunca del poder de los datos y empiezan, por tanto, a ser menos ingenuos en lo que respeta a para qué y cómo usan las marcas esa información. Además, saben que la información no es solo valiosa para las marcas, sino también para un ecosistema mucho más amplio y oscuro. Los diferentes agujeros de seguridad que han protagonizado diferentes marcas no han hecho mucho por paliar esa preocupación creciente.

Según un estudio del Chartered Institute of Marketing (CIM) sobre la cuestión, el 57% de los consumidores no confía directamente en las marcas a la  hora de darles información. Es decir, no quieren que las marcas tengan sus datos personales.

Los consumidores no solo son reacios a compartir información, sino que además no ven ningún beneficio en hacerlo. Un 70% asegura que no encuentra ninguna ventaja en dar sus datos personales a las empresas.

Captura1
Fuente: CIM

“Los datos del cliente son esenciales para las empresas y los comerciantes, para llegar a la audiencia adecuada y satisfacer las necesidades e intereses de los clientes”, dice Chris Daly, director ejecutivo de la CIM. “Sin embargo, nuestro informe muestra que las personas están nerviosas por el intercambio de datos personales”.

[section label=”¿Por qué no quieren facilitar los datos?” anchor=”¿Por qué no quieren facilitar los datos?”]

¿Por qué no quieren facilitar los datos?

La principal preocupación de los clientes está en el potencial negocio que pueden hacer las marcas con potenciales terceros usando sus datos. Un 40% de los consumidores está preocupado con el hecho de que las marcas pueden usar sus datos personales y dárselos a terceros sin su consentimiento expreso.

No es una cuestión insignificante, ya que los consumidores sienten que eso ya ha ocurrido. Más de la mitad de los consumidores encuestados asegura que ha recibido mensajes de empresas que, según ellos, han usado mal sus datos para ello. A esto hay que sumar que los consumidores están preocupados ya que en realidad no saben qué está pasando con sus datos. Un 31% de los encuestados asegura no tener ni idea de lo que las marcas están haciendo con su información.

[section label=”Los comerciantes también desconfían” anchor=”Los comerciantes también desconfían”]

Los comerciantes también desconfían

Pero sin duda el dato más impresionante del estudio y el que demuestra mejor la desconfianza existente entre consumidores y marcas está en los propios comerciantes. Un 68% de los comerciantes reconoce que, cuando son civiles, son bastante reacios a dar sus datos a las marcas ya que saben demasiado bien lo que estas harán con ellos.

Las consecuencias de usar mal los datos, por otra parte, son bastante duras para las marcas. Si los consumidores sienten que han sido engañados o que sus datos no están siendo bien usados, se sienten inclinados a tomar medidas. Un 45% de los consumidores asegura que rompería relaciones con una entidad si esta emplease sus datos de un modo que le hiciese sentir incómodo.

No todo está perdido ya que las marcas podrían conseguir que las cosas fuesen menos terribles para ellas en su cosecha de información si cambiasen las reglas del juego. Un 67% de los consumidores reconoce que daría más datos personales a las marcas si estas fuesen mucho más claras a la hora de abordar cómo usan esa información.

[section label=”Los Millennials y la generación Z” anchor=”Los Millennials y la generación Z”]

Los Millennials y la Generación Z

Los adolescentes se han convertido en uno de los grandes quebraderos de cabeza de las marcas, una especie de epílogo o prolongación de su complicada relación con los Millennials. Los Millennials eran difíciles de comprender para los responsables de marketing de las empresas porque no conseguían visualizar cómo estos nuevos consumidores comprendían el mundo.

Para ellos, los Millennials eran una especie de terreno incógnito, que no se ajustaba a lo que las marcas esperaban de ellos y que tenían intereses completamente diferentes a lo que tenían sus padres, sus abuelos y hasta sus hermanos mayores.

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Fuente: Turello

Las marcas tuvieron que intentar comprender cómo estos consumidores estaban viendo el mundo y cómo estaban intentando relacionarse con ellos como marcas, intentando averiguar qué era lo que realmente les interesaba y qué era lo que realmente querían consumir. Las marcas tuvieron que aprenderse unas nuevas reglas del juego (reglas que en parte aún están aprendiendo) y tuvieron que hacer un esfuerzo por integrar nuevas necesidades y nuevos requerimientos en sus productos y en sus propuestas a los consumidores.

Pero cuando aún estaban intentando aprender cómo son los Millennials y qué quieren de las marcas y de los productos que consumen, las marcas han tenido que empezar a aprender una nueva lección. No solo los Millennials son diferentes, sino que los adolescentes, los que se conocen como generación Z, también lo son. Ellos tienen una escala de valores que es distinta de la escala de valores de los Millennials y buscan también cosas completamente diferentes a las que buscaban las generaciones anteriores, lo que hace que los responsables de las marcas estén entrando en pánico intentando descubrir qué quieren y qué esperan estos nuevos consumidores.

[section label=”¿Qué necesita esta generación?” anchor=”¿Qué necesita esta generación?”]

¿Qué necesita esta Generación?

Como ocurre habitualmente en estas ocasiones, por mucho que los expertos digan una cosa o digan otra y por mucho que las marcas trabajen en una en otra dirección a raíz de ello, las marcas deben estudiar a sus propios adolescentes y ver qué es lo que los hace diferentes.

Ciertos elementos pueden servir para lograr mejores resultados o para funcionar como una guía de lo que hay que hacer y lo que no cuando se trata con los Millennials.

Se trata de usuarios principalemente visuales, que han desarrollado un comportamiento multipantalla (5 dispositivos, vs 2 en el caso de los Millennials), seducidos por la imagen. El lapso de tiempo que se cuenta para mantener la atención del destinatario es de 8 segundos; un periodo que podría disminuir en el caso de estos jóvenes, sobreexpuestos a los impactos.

Por tanto para llegar hasta ellos, el mensaje ha de ser breve, preferentemente visual, adaptado a todos los dispositivos y concebido de tal modo que despierte en él la necesidad de saber más, de hacerlo propio e interactuar con él. Incluso lo ideal sería que le motivara a actuar, a obrar en consecuencia, creando su propia respuesta, o mensaje complementario. Se trata de usuarios más activos, que reaccionan especialmente bien ante los retos y propuestas que le ayuden a sentirse realizados.

Las grandes marcas ya tienen ciertos conocimientos sobre lo que son y lo que no son los adolescentes y cómo conectar con ellos. Partiendo de las declaraciones y observaciones de los directivos del sector y de las cosas que han visto en sus prácticas de marketing dirigidas a adolescentes, pueden extraer ciertas conclusiones sobre cómo son los Millennials y cómo conectar con ellos.

[section label=”Rechazo a las grandes marcas” anchor=”Rechazo a las grandes marcas”]

Rechazo a las grandes marcas

Diversos especialistas en marketing han estado estudiando cuidadosamente a la generación Z desde hace varios años, observando sus preferencias como niños y adolescentes y encontrando que tienen relaciones muy distintas con las compañías que sus mayores. “Comparado con cualquier generación anterior, confían menos en las marcas”. dice Emerson Spartz, CEO de la compañía de medios digitales Dose. “Tienen el filtro de engaños más poderoso porque crecieron en una era en la que había información disponible en todo momento.”

Durante décadas las marcas se comunicaban por medio de avisos, por lo que las corporaciones con los mayores presupuestos podían hacer el mayor impacto con carteles, anuncios en revistas, TV y radio. Pero con internet ahora la gente puede investigar lo que son las marcas, más allá de las visiones fuertemente photoshopeadas que tratan de proyectar. Las críticas online han hecho fácil descubrir productos de mala calidad. Los consumidores se dan cuenta inmediatamente cuando una compañía les miente, como pasó con Volkswagen cuando instaló un software que hacía trampa en las pruebas de polución.

Aun así la generación Z no es una causa perdida para las grandes compañías. Spartz dice que las marcas que son capaces de comunicarse con los clientes de un modo abierto, sin filtros, tienden a tener mejores resultados con la gente joven. Everlane and Cuyana, por ejemplo, ofrecen información acerca de cómo se fabrican sus productos y Warby Parker y Tom’s se esfuerzan por explicar cómo tratan de promover el bien en el ámbito social. “La autenticidad y la transparencia son dos ideales que valoran mucho” dice.

Los miembros de la generación Z también tienden a confiar más en individuos que en grandes instituciones. Como resultado de ello muchas marcas que se centran en ellos se asocian con gente que tiene influencia en las redes sociales en un esfuerzo por aparecer más accesibles.

Las compañías pueden colaborar con un usuario de Instagram que tiene gran cantidad de seguidores, como Kaitlin Keegan o Susie Lau, pagándoles para que presenten un producto o un conjunto en su cuenta. “La generación Z está más dispuesta a escuchar lo que dice una marca cuando es parte de la narrativa de un par”, dice Steven Lammertink, fundador y CEO de Cirqle, una plataforma que relaciona marcas con gente influyente.

[section label=”Contenido patrocidado” anchor=”Contenido patrocidado”]

Contenido patrocinado

El marketing de contenidos puede ser una herramienta muy poderosa para conectar con los adolescentes y una que permite obtener muy buenos resultados a la hora de conectar con ellos. De hecho los miembros de la generación Z son bastante paralelos a los Millennials y saben, por tanto, identificar muy bien este tipo de contenidos.

No solo los identifican sino que también los reciben muy bien. El contenido es una manera de demostrarles que se les conoce y que se sabe cómo hablar con ellos.

Las marcas están usando ya contenidos propios y también contenidos ajenos integrados en su estrategia de marca para conectar con los adolescentes. Por ejemplo, ocurre con una cadena de televisión/canal digital destinado a los adolescentes. Uno de sus programas de más éxito es una serie sobre unos adolescentes que se enamoran en un crucero. Es un contenido que tiene detrás a Royal Caribbean, pero ha logrado conectar tanto con la audiencia que la tele tendría que seguir produciéndola incluso si se acabase el patrocinio.

“Si Royal Caribbean no quisiera patrocinar más la serie, todavía tendría que seguir haciéndose porque nuestro público la adora”, dijo Brian Robbins fundador y CEO de Awesomeness TV. “Nuestro público sabe que es un poco comercial, pero no les importa.”

[section label=”No todo es Snapchat” anchor=”No todo es Snapchat”]

No todo es Snapchat

Cuando se habla de los adolescentes siempre sale a la palestra Snapchat, que se ha convertido en el espacio favorito de las marcas para conectar con los adolescentes y el tema recurrente en todo reportaje sobre lo que hacen los adolescentes.

Snapchat es importante para conectar con ellos, dicen los expertos, pero no lo es todo. Los adolescentes usan otras herramientas online con muchísimo potencial, como las herramientas de mensajería, y también están migrando a otras redes sociales. Además, como ocurre con todas las cosas que están de moda, Snapchat no es infalible y no estará siempre de monda. Las marcas tienen que ser capaces, por tanto, de ver por dónde van y por dónde irán los tiros.

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Fuente: Marketing Pilgrim

“Creo que Snapchat es un canal muy importante actualmente, pero no es el único,” dijo Sam Olstein, director de innovación global de GE. “La mensajería es muy emocionante y sobre todo representa muchas nuevas oportunidades para innovar en formato”.

[section label=”Publicidad tradicional” anchor=”Publicidad tradicional”]

Publicidad tradicional

Sorprendentemente, el tercer punto en el que se ponen de acuerdo los experto es en el de señalar que la publicidad tradicional no ha muerto por completo para los adolescentes.

La publicidad de siempre les gusta, o al menos les gusta en cierto modo. Por ejemplo, a los consumidores de este grupo generacional le fascinan las experiencias reales y les encantan las cosas como el que les pongan los productos en las manos, el probarlos  y el testarlos.

Las experiencias que usan elementos de la vida real siguen conectando con ellos, lo que hace que las marcas no deban apostar todo a las redes sociales y a internet.

EMARKETER. Bad Customer Experiences Are Worth Avoiding. 27 de septiembre de 2016. [consultado 13-10-2016]. Disponible en: https://www.emarketer.com/Article/Bad-Customer-Experiences-Worth-Avoiding/1014530?ecid=NL1014

CHARTERED INSTITUTE OF MARKETING (CIM). Whose Data is it Anyway? [consultado 13-10-2016]. Disponible en: https://cimcomms.uberflip.com/i/729663-whose-data-is-it-anyway

ADWEEK. 3 Things Brands Should Know About Gen Z—and They’re Not All About Snapchat. 28 de septiembre de 2016. [consultado 13-10-2016]. Disponible en: http://www.adweek.com/news/technology/3-things-brands-should-know-about-gen-z-and-its-not-all-about-snapchat-173785

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