{"id":119195,"date":"2021-05-26T02:00:21","date_gmt":"2021-05-26T09:00:21","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=119195"},"modified":"2021-05-26T02:00:21","modified_gmt":"2021-05-26T09:00:21","slug":"recuperar-detractores-de-marca","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/es\/recuperar-detractores-de-marca\/","title":{"rendered":"C\u00f3mo recuperar detractores de marca"},"content":{"rendered":"<span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">2<\/span> <span class=\"rt-label rt-postfix\">minutes read<\/span><\/span><p><span style=\"font-weight: 400;\">\u00bfT\u00fa c\u00f3mo manejas a un cliente que no ha tenido una buena experiencia? \u00bfQu\u00e9 haces cuando se producen errores? \u00bfSabes c\u00f3mo <\/span><b>recuperar detractores de marca<\/b><span style=\"font-weight: 400;\">?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cuando los clientes se toman el tiempo de dar su opini\u00f3n, lo hacen con la esperanza, incluso la expectativa, de que la empresa har\u00e1 algo productivo con sus comentarios.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Cuando los clientes insatisfechos proporcionan comentarios, existe una oportunidad \u00fanica para impresionarlos simplemente mostr\u00e1ndoles que lo est\u00e1s escuchando.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00bf<\/span><span style=\"font-weight: 400;\">C\u00f3mo pasar de <a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/como-pasar-de-clientes-insatisfechos-a-clientes-fieles\/\" target=\"_blank\" rel=\"noopener\">clientes insatisfechos<\/a> a clientes fieles<\/span><span style=\"font-weight: 400;\">?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Desafortunadamente a\u00fan hay empresas que todav\u00edan mandan los comentarios de los clientes a un agujero negro. Los clientes nunca reciben respuesta de nadie y la suposici\u00f3n general es que sus comentarios no importan y que la experiencia del cliente no es realmente importante.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Las empresas centradas en el cliente est\u00e1n cambiando esta percepci\u00f3n, gracias a que reconocen tambi\u00e9n la <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/importancia-de-los-detractores-de-marca\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">importancia de los detractores de marca<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Pasos para recuperar detractores de marca<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Las mejores empresas han establecido procesos para hacer\u00a0 un seguimiento r\u00e1pido de todos sus clientes insatisfechos. El objetivo no es s\u00f3lo evitar que ese cliente se vaya, sino, lo que es m\u00e1s importante, evitar que da\u00f1e la marca contando su mala experiencia a otras personas.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Esto \u00faltimo puede ser especialmente desastroso en la era digital, en la que audiencias de miles o millones de personas est\u00e1n a s\u00f3lo unos clics de distancia. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Resolver los problemas con los clientes insatisfechos, o detractores en el lenguaje del <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/que-es-nps\/\"><span style=\"font-weight: 400;\">NPS<\/span><\/a><span style=\"font-weight: 400;\">, es una parte importante de un programa hol\u00edstico de Experiencia del Cliente. En QuestionPro, llamamos a este proceso Recuperaci\u00f3n de detractores.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Estos son los sencillos pasos para deleitar y recuperar <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/detractores-de-marca\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">detractores de marca<\/span><\/a><span style=\"font-weight: 400;\">:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Cont\u00e1ctalos<\/b><span style=\"font-weight: 400;\">. Se sorprender\u00e1n y quedar\u00e1n impresionados de que les escuches y te pongas en contacto con ellos. Para obtener puntos extra, incluso puedes agradecerles sus comentarios.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Escucha<\/b><span style=\"font-weight: 400;\">. Tus clientes quieren saber que te preocupas por ellos, y escucharlos es una buena forma de comunicarles que los valoras.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Empatiza<\/b><span style=\"font-weight: 400;\">. Hazles saber que los escuchas y que entienden c\u00f3mo se sienten. No tengas miedo incluso de disculparte. Las disculpas son poco frecuentes y har\u00e1n que marques la diferencia.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Resuelve<\/b><span style=\"font-weight: 400;\">. Utiliza sus herramientas de fidelizaci\u00f3n para satisfacer, incluso <a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/deleitar-al-cliente\/\" target=\"_blank\" rel=\"noopener\">deleitar al cliente<\/a>. Expl\u00edcales c\u00f3mo se utilizar\u00e1n sus comentarios para mejorar el negocio.<\/span><\/li>\n<\/ul>\n<blockquote><p><span style=\"font-weight: 400;\">Descubre cu\u00e1les son los diferentes <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/tipos-de-programas-de-fidelizacion\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">tipos de programas de fidelizaci\u00f3n<\/span><\/a><span style=\"font-weight: 400;\"> que puedes utilizar para recuperar detractores de marca.<\/span><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sabemos que los errores ocurren y que los \u00e1nimos se caldean. Los propietarios de negocios deben tener la capacidad de corregir las cosas cuando se cometen errores.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">En QuestionPro creemos que un poco de empat\u00eda llega muy lejos. Creemos en capacitar a todos los empleados para que resuelvan los problemas con rapidez y eficacia. Y eso es exactamente lo que queremos ayudarte a hacer.<\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400;\">Te compartimos 6 consejos para <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/convertir-quejas-de-los-clientes-en-cumplidos\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">convertir las quejas de los clientes en cumplidos<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p><\/blockquote>\n<p><span style=\"font-weight: 400;\"><br \/>\nSi quieres recuperar detractores de marca, en QuestionPro contamos con las herramientas que te ayudar\u00e1n a hacerlo. Conoce nuestra plataforma <\/span><a href=\"https:\/\/usqa.questionpro.com\/blog\/es\/detractores-de-marca\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">QuestionPro CX<\/span><\/a><span style=\"font-weight: 400;\"> y da seguimiento en tiempo real a la retroalimentaci\u00f3n del cliente.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Monitorea los comentarios y act\u00faa a tiempo para no perder a tus consumidores y lograr su satisfacci\u00f3n. Solicita una demostraci\u00f3n de nuestra plataforma y conoce todo su potencial.<\/span><\/p>\n<p><center><a href=\"https:\/\/agendardemo2.questionpro.com\/?custom1=recuperar-detractores-de-marca\" target=\"_blank\" rel=\"noopener noreferrer\"><button>AGENDAR UNA DEMOSTRACI\u00d3N<\/button><\/a><\/center>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\">2<\/span> <span class=\"rt-label rt-postfix\">minutes read<\/span><\/span> \u00bfT\u00fa c\u00f3mo manejas a un cliente que no ha tenido una buena experiencia? \u00bfQu\u00e9 haces cuando se producen errores? \u00bfSabes [&hellip;]<\/p>\n","protected":false},"author":42,"featured_media":120399,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[182,183,224],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>C\u00f3mo recuperar detractores de marca<\/title>\n<meta name=\"description\" content=\"Aprende c\u00f3mo recuperar detractores de marca y convierte a tus clientes insatisfechos en promotores. 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