{"id":23530,"date":"2023-09-14T16:38:36","date_gmt":"2023-09-14T16:38:36","guid":{"rendered":"https:\/\/vibetrace.com\/?p=23530"},"modified":"2024-08-14T09:25:12","modified_gmt":"2024-08-14T09:25:12","slug":"how-to-bring-empathy-into-your-online-customer-experience","status":"publish","type":"post","link":"https:\/\/vibetrace.com\/ro\/cum-sa-aduceti-empatie-in-experienta-dvs-online-a-clientilor\/","title":{"rendered":"Cum s\u0103 aduce\u021bi empatie \u00een experien\u021ba dvs. online a clien\u021bilor"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div>\n<p>S\u0103 \u00eencepem cu ceva despre care aproape toat\u0103 lumea este con\u0219tient\u0103: mai mul\u021bi oameni fac cump\u0103r\u0103turi online, pentru mai multe produse. Aceast\u0103 schimbare nu a f\u0103cut dec\u00e2t s\u0103 accentueze nevoia m\u0103rcilor de a aduce inteligen\u021b\u0103 emo\u021bional\u0103 experien\u021belor digitale.<\/p>\n\n\n\n<p>Ni s-a spus de nenum\u0103rate ori c\u0103 men\u021binerea unui site de comer\u021b electronic de succes ast\u0103zi se rezum\u0103 la gestionarea valorilor \u0219i datelor.<\/p>\n\n\n\n<p> Fie c\u0103 este vorba de trafic, timp pe pagin\u0103 sau conversii, totul vine<a href=\"https:\/\/vibetrace.com\/ro\/e-commerce-analitica-software\/\" data-type=\"page\" data-id=\"14254\"> p\u00e2n\u0103 la cifre<\/a>. Dar \u00een spatele acestor numere se afl\u0103 oameni \u0219i interac\u021biunea cu oamenii \u0219i nu cu vizitatorii pe site-uri poate fi uitat\u0103 cu u\u0219urin\u021b\u0103 atunci c\u00e2nd succesul este definit doar prin intermediul unor valori.\u00a0\u00a0<\/p>\n\n\n<style>.kb-table-of-content-nav.kb-table-of-content-id23530_eedb57-d0 .kb-table-of-content-wrap{padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-right:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:var(--global-kb-spacing-sm, 1.5rem);}.kb-table-of-content-nav.kb-table-of-content-id23530_eedb57-d0 .kb-table-of-contents-title-wrap{padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.kb-table-of-content-nav.kb-table-of-content-id23530_eedb57-d0 .kb-table-of-contents-title{font-weight:regular;font-style:normal;}.kb-table-of-content-nav.kb-table-of-content-id23530_eedb57-d0 .kb-table-of-content-wrap .kb-table-of-content-list{font-weight:regular;font-style:normal;margin-top:var(--global-kb-spacing-sm, 1.5rem);margin-right:0px;margin-bottom:0px;margin-left:0px;}<\/style>\n\n\n<p>R\u0103spunsul este s\u0103 conduci cu empatie \u00een centrul fiec\u0103rei decizii, de la UX \u0219i structura paginii de produs p\u00e2n\u0103 la serviciul pentru clien\u021bi \u0219i informa\u021biile paginii de contact. <\/p>\n\n\n\n<p>Conduc\u0103 cu empatie \u00een tine <a href=\"https:\/\/vibetrace.com\/ro\/tag\/consumer-journey\/\">calatoria clientului<\/a> \u00eenseamn\u0103 a interoga dac\u0103 fiecare interac\u021biune cu clientul t\u0103u va rezona cu ei.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Ce \u00eenseamn\u0103 s\u0103 pleci de la un punct de empatie?<\/h2>\n\n\n\n<p>Empatia nu este un cuv\u00e2nt la mod\u0103 nou. <\/p>\n\n\n\n<p>Este o lentil\u0103 prin care ar trebui s\u0103-\u021bi vezi experien\u021ba online cu clien\u021bii t\u0103i. Totul este s\u0103 \u00eentrebi ce vor pre\u021bui clien\u021bii, mai degrab\u0103 dec\u00e2t ce le po\u021bi vinde tu. <\/p>\n\n\n\n<p>Pune-te \u00een pielea lor \u0219i \u00een\u021belege cum v\u0103d ei lumea \u0219i ce este important pentru ei.<\/p>\n\n\n\n<p>Fiecare segment al bazei dvs. de clien\u021bi va avea nevoi diferite \u0219i, \u00een anumite circumstan\u021be, cicluri de cump\u0103rare. Empatia de brand duce aceast\u0103 segmentare cu un pas mai departe, pun\u00e2ndu-te \u00een pielea lor \u0219i \u00eentreb\u00e2nd ce vor pre\u021bui ei \u0219i nu ce po\u021bi vinde.<\/p>\n\n\n\n<p>De ce este important\u0103 empatia online?<\/p>\n\n\n<div class=\"gb-container gb-container-0d1ad9b9\"><div class=\"gb-inside-container\">\n\n<div class=\"gb-headline gb-headline-1b53429c gb-headline-text\">C\u0103uta\u021bi o mai bun\u0103 personalizare de marketing \u0219i site-uri?<\/div>\n\n\n\n<div class=\"gb-headline gb-headline-28ab0524 gb-headline-text\">Sunte\u021bi \u00een locul potrivit. Analiz\u0103m comportamentul \u0219i folosim diverse tehnici pentru a personaliza mesajele \u0219i con\u021binutul de marketing.<\/div>\n\n\n<div class=\"gb-button-wrapper gb-button-wrapper-2ba3f4d1\">\n\n<a class=\"gb-button gb-button-3046ca2a gb-button-text vt-register vt-track-click\" href=\"https:\/\/vibetrace.com\/ro\/software-de-personalizare-web\/\">Afla\u021bi despre personalizare<\/a>\n\n<\/div>\n<\/div><\/div>\n\n\n<p>Crezi sau nu, empatia poate fi unul dintre cele mai puternice instrumente de conversie ale tale. \u00cen cele din urm\u0103, empatia evoc\u0103 ac\u021biune care duce la conversie \u0219i promovare. <\/p>\n\n\n\n<p>Calea empatic\u0103 s-ar putea s\u0103 nu fie cea mai evident\u0103, dar merit\u0103 s\u0103 investighezi c\u0103l\u0103toria curent\u0103 a clien\u021bilor din acel obiectiv.<\/p>\n\n\n\n<p>La punctul de achizi\u021bie, clien\u021bii dvs. sunt \u00eent\u00e2mpina\u021bi cu un mesaj memorabil, captivant \u0219i util sau este un <a href=\"https:\/\/vibetrace.com\/ro\/de-ce-pop-up-urile-intruzive-ar-putea-cauza-carucioare-abandonate\/\" data-type=\"post\" data-id=\"23452\">pop-up intruziv<\/a>?<\/p>\n\n\n\n<p>Odat\u0103 ce sunt con\u0219tien\u021bi de produsul dvs., este experien\u021ba lor personalizat\u0103 \u0219i menit\u0103 s\u0103-i ajute s\u0103 g\u0103seasc\u0103 cea mai bun\u0103 solu\u021bie pentru ei? \u00cen\u021beleg ei de ce produsul t\u0103u este diferit de al\u021bii?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u00cen etapa de conversie, v-a\u021bi g\u00e2ndit s\u0103 elimina\u021bi orice barier\u0103 \u00een calea achizi\u021bion\u0103rii, cum ar fi op\u021biunile de plat\u0103 \u0219i s\u0103 clarifica\u021bi procesele de plat\u0103? Aici a\u021bi putea lua \u00een considerare replicarea experien\u021bei din magazin online pentru a elimina orice ezitare de ultim\u0103 or\u0103, cum ar fi incertitudinea de expediere, mai multe despre asta mai t\u00e2rziu.<\/li>\n\n\n\n<li>Odat\u0103 ajuns client, faci suficient pentru a-i p\u0103stra? Experien\u021ba ta post-cump\u0103rare genereaz\u0103 o experien\u021b\u0103 f\u0103r\u0103 efort pentru clien\u021bi \u0219i \u00eei redirec\u021bionezi pentru a-\u021bi reafirma rela\u021bia?<\/li>\n\n\n\n<li>Rezultatele v\u0103 conduc, de asemenea, la crearea unui impact de durat\u0103 asupra clientului dvs., conduc\u00e2nd la clien\u021bi loiali, pe termen lung, care vor genera venituri mai mari, recomand\u0103ri \u0219i vor sc\u0103dea costurile de achizi\u021bie a clien\u021bilor cu o valoare mai mare pe durata de via\u021b\u0103.<\/li>\n<\/ul>\n\n\n<div class=\"gb-container gb-container-4fe8fb59\"><div class=\"gb-inside-container\">\n<div class=\"gb-grid-wrapper gb-grid-wrapper-4e3009e9\">\n<div class=\"gb-grid-column gb-grid-column-2156c324\"><div class=\"gb-container gb-container-2156c324\"><div class=\"gb-inside-container\">\n\n<p class=\"gb-headline gb-headline-becb76a4 gb-headline-text\">Iti place acest articol?<\/p>\n\n\n\n<p class=\"gb-headline gb-headline-d0253076 gb-headline-text\">Al\u0103tura\u021bi-v\u0103 buletinului nostru informativ dedicat CX for Retail!<\/p>\n\n\n<div class=\"gb-container gb-container-d5704067\"><div class=\"gb-inside-container\">\n<div class=\"wp-block-image is-style-rounded\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-1024x1024.jpeg\" alt=\"\" class=\"wp-image-15727\" style=\"width:188px;height:188px\" srcset=\"https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg.jpeg 1024w, https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-300x300.jpeg 300w, https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-150x150.jpeg 150w, https:\/\/vibetrace.com\/wp-content\/uploads\/2022\/11\/female_avg-768x768.jpeg 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n<\/div><\/div>\n\n\n<p class=\"gb-headline gb-headline-ef94572a gb-headline-text\">R\u0103m\u00e2ne\u021bi conectat la ceea ce este cu adev\u0103rat important pentru a v\u0103 optimiza veniturile digitale.<\/p>\n\n\n\n<form style=\"width:100%; display:block; text-align:center; margin:0px auto 20px auto\" action=\"https:\/\/pages.vtcdn.net\/lists\/213\/2626\/0MOEaLRBEknB\/subscribe\" name=\"blue_woman\" method=\"POST\" target=\"_blank\" data-trp-original-action=\"https:\/\/pages.vtcdn.net\/lists\/213\/2626\/0MOEaLRBEknB\/subscribe\">\n<div style=\"width:100%; margin:10px 0\"><input style=\"width:100%\" type=\"text\" name=\"email\" value=\"\" placeholder=\"Adresa de e-mail\"><\/div>\n<div style=\"width:100%; margin:10px 0\"><input style=\"width:100%\" type=\"text\" name=\"firstname\" value=\"\" placeholder=\"Nume\"><\/div>\n<input type=\"hidden\" name=\"source\" value=\"blog_blue_woman\">\n<input type=\"text\" name=\"__em\" value=\"\" style=\"display:none\">\n<input type=\"text\" name=\"__email\" value=\"\" style=\"display:none\">\n<input type=\"text\" name=\"__name\" value=\"\" style=\"display:none\">\n<div class=\"gb-button-wrapper\">\n<button type=\"submit\" class=\"gb-button gb-button-text\" style=\"width:100%\">Abona\u021bi-m\u0103<\/button>\n<\/div>\n<input type=\"hidden\" name=\"trp-form-language\" value=\"ro\"\/><\/form>\n\n\n\n<p class=\"has-small-font-size\">F\u0103c\u00e2nd clic pe butonul, accepta\u021bi <a rel=\"noreferrer noopener\" href=\"https:\/\/vibetrace.com\/ro\/termeni-si-conditii\/\" target=\"_blank\">termeni si conditii<\/a>. De asemenea, va trebui s\u0103 v\u0103 confirma\u021bi adresa de e-mail.<\/p>\n\n<\/div><\/div><\/div>\n<\/div>\n<\/div><\/div>\n\n\n<p>Acest lucru este deosebit de important pentru trimestre importante de v\u00e2nz\u0103ri. Cercet\u0103rile noastre recente despre ceea ce va face o afacere bun\u0103 \u00eenainte de Cartierul de Aur din 2021 a ar\u0103tat c\u0103 consumatorii inten\u021bioneaz\u0103 s\u0103 r\u0103sfoiasc\u0103 sau s\u0103 cumpere numai de la m\u0103rcile pe care le cunosc \u0219i \u00een care au \u00eencredere (48%). <\/p>\n\n\n\n<p>Cu c\u00e2t construie\u0219ti mai devreme o rela\u021bie cu clien\u021bii t\u0103i prin interac\u021biuni empatice, cu at\u00e2t mai bine.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Clien\u021bii solicit\u0103 interac\u021biune online<\/h2>\n\n\n\n<p>Un alt set de rezultate din cercet\u0103rile noastre recente ne-a ar\u0103tat c\u0103 clien\u021bilor le lipsesc aspecte ale cump\u0103r\u0103turilor din magazin atunci c\u00e2nd vine vorba de cump\u0103rarea unor produse online. Cump\u0103r\u0103torilor le lipsesc asisten\u021ba \u0219i sfaturile pe care le-ar primi \u00een magazin.<\/p>\n\n\n\n<p>\u00cen centrul acestei interac\u021biuni se afl\u0103 inteligen\u021ba emo\u021bional\u0103 care vine \u00een mod natural \u00een magazin. Este asistentul de v\u00e2nz\u0103ri care \u00ee\u021bi aduce o pereche de pantofi pe care s\u0103-i \u00eencerci \u0219i \u00ee\u021bi face ochii mari c\u00e2nd te ui\u021bi la pre\u021b. Sunt porni\u021bi \u0219i observatori, relu\u00e2nd ezitarea dvs. de a cump\u0103ra \u0219i oferind solu\u021bia.<\/p>\n\n\n\n<p>Mesajele tradi\u021bionale de marketing online \u00een care v\u00e2nzarea este scopul final nu vor oferi acele informa\u021bii, \u00eendrum\u0103ri \u0219i reasigur\u0103ri pe care clien\u021bii le solicit\u0103. Este o tranzac\u021bie mai pu\u021bin emo\u021bional\u0103 de cump\u0103rare acum. Nu se formeaz\u0103 nicio leg\u0103tur\u0103 emo\u021bional\u0103. \u00cen plus, clien\u021bii nu doresc s\u0103 parcurg\u0103 rezultatul c\u0103ut\u0103rii dup\u0103 rezultatele c\u0103ut\u0103rii atunci c\u00e2nd caut\u0103 un r\u0103spuns simplu \u0219i \u00een timp util la o anumit\u0103 \u00eentrebare. Acest lucru nu duce dec\u00e2t s\u0103 creasc\u0103 frustrarea, stresul \u0219i confuzia.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Cum s\u0103 reproduci online empatia din magazin<\/h2>\n\n\n\n<p>Pute\u021bi \u00eencepe pur \u0219i simplu cu navigarea pe site \u0219i UX. Imaginile dvs. de pe site-ul dvs. web \u0219i descrierile produselor ar trebui s\u0103 fie clare, u\u0219or de \u00een\u021beles \u0219i precise. Acestea trebuie actualizate \u00een mod regulat dac\u0103 produsele dumneavoastr\u0103 sunt sezoniere. Nu po\u021bi avea pe pagina ta de pornire s\u0103 afi\u0219eze cel mai recent set de bikini \u00een plin\u0103 iarn\u0103.&nbsp;&nbsp;<\/p>\n\n\n\n<p>Nu te opri la o imagine \u0219i o descriere a produsului. De la imagini interactive \u0219i la vizion\u0103ri 360, documente de produs p\u00e2n\u0103 la tehnologia la fa\u021ba locului, aceste instrumente ajut\u0103 la men\u021binerea clien\u021bilor pe pagin\u0103 mai mult timp, s\u0103 \u00eenve\u021be mai multe \u0219i s\u0103 fac\u0103 mai multe conexiuni emo\u021bionale cu un produs. Con\u021binutul interactiv este o idee simpl\u0103, astfel \u00eenc\u00e2t clien\u021bii s\u0103 poat\u0103 afla c\u00e2t mai multe despre produsele dvs.<\/p>\n\n\n\n<p>Unele m\u0103rci au construit func\u021bii de realitate augmentat\u0103 pentru a \u00eencerca produse. Al\u021bii au investit \u00een tehnologie la fa\u021ba locului pentru a simula o experien\u021b\u0103 \u00een magazin. Tehnologia la fa\u021ba locului v\u0103 poate ajuta s\u0103 crea\u021bi experien\u021ba magazinului online, construind experien\u021be f\u0103r\u0103 efort care s\u0103 conduc\u0103 clientul acolo unde are nevoie \u0219i nu doresc s\u0103 fie. <a href=\"https:\/\/vibetrace.com\/ro\/de-ce-pop-up-urile-intruzive-ar-putea-cauza-carucioare-abandonate\/\" data-type=\"post\" data-id=\"23452\">frustrant sau \u00eentrerup\u0103tor<\/a> experien\u021ba lor.<\/p>\n\n\n\n<p>O tactic\u0103 care atrage cu adev\u0103rat interac\u021biunea cu un client este un asistent digital de cump\u0103r\u0103turi care se afl\u0103 la fa\u021ba locului pentru a ajuta la simplificarea deciziilor. <\/p>\n\n\n<div class=\"gb-container gb-container-0d1ad9b9\"><div class=\"gb-inside-container\">\n\n<div class=\"gb-headline gb-headline-1b53429c gb-headline-text\">Ave\u021bi nevoie de ajutor cu recomand\u0103rile de produse?<\/div>\n\n\n\n<div class=\"gb-headline gb-headline-28ab0524 gb-headline-text\">Pe parcursul c\u0103l\u0103toriei clien\u021bilor, recomandarea produselor joac\u0103 un rol important \u00een cre\u0219terea ratei de conversie. Vezi cum te putem ajuta<\/div>\n\n\n<div class=\"gb-button-wrapper gb-button-wrapper-2ba3f4d1\">\n\n<a class=\"gb-button gb-button-3046ca2a gb-button-text vt-register vt-track-click\" href=\"https:\/\/vibetrace.com\/ro\/produs-recomandari-motor\/\">Afl\u0103 mai multe<\/a>\n\n<\/div>\n<\/div><\/div>\n\n\n<p>Aceast\u0103 tehnologie se declan\u0219eaz\u0103 la momentul potrivit, ghid\u00e2nd un client printr-o cale de \u00eentreb\u0103ri luate \u00een considerare (cum ar fi asistentul din magazin), restr\u00e2ng\u00e2nd lista de c\u0103utare la cel mai optim produs pentru a se potrivi nevoilor sale.<\/p>\n\n\n\n<p>Un astfel de instrument este <a href=\"https:\/\/vibetrace.com\/ro\/asistent-digital-2\/\" data-type=\"page\" data-id=\"23431\">Asistent digital<\/a>. Este asistentul dvs. personal online, care v\u0103 ajut\u0103 s\u0103 vinde\u021bi produse \u0219i s\u0103 sprijine clien\u021bii. Mai bine, va genera o experien\u021b\u0103 mai bun\u0103 pentru clien\u021bi, va cre\u0219te ratele de conversie, AOV \u0219i va cre\u0219te veniturile. Este acela\u0219i asistent de v\u00e2nz\u0103ri descris mai devreme care poate r\u0103spunde nevoilor clien\u021bilor.<\/p>\n\n\n\n<p>La fel ca \u0219i asistentul de v\u00e2nz\u0103ri din magazin, aceast\u0103 solu\u021bie poate fi configurat\u0103 pentru a fi pornit\u0103 \u0219i atent\u0103, relu\u00e2nd ezitarea clientului de a cump\u0103ra \u0219i oferind solu\u021bia. Dac\u0103 este pre\u021b, un cod promo\u021bional.<\/p>\n\n\n\n<p> Dac\u0103 este transport, mai multe informa\u021bii despre metode. Dac\u0103 este \u00eencredere, o analiz\u0103 Trust Pilot. Toate acestea se pot declan\u0219a la momentul relevant, ghid\u00e2nd clientul c\u0103tre o decizie \u00een loc s\u0103 presupun\u0103 c\u0103 trebuie s\u0103 ia decizia.<\/p>\n\n\n\n<p><em>Pute\u021bi vedea acest instrument \u00een ac\u021biune la momentul potrivit. Rezerva\u021bi o demonstra\u021bie ast\u0103zi.<\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>S\u0103 \u00eencepem cu ceva despre care aproape toat\u0103 lumea este con\u0219tient\u0103: mai mul\u021bi oameni fac cump\u0103r\u0103turi online, pentru... <a title=\"Cum s\u0103 aduce\u021bi empatie \u00een experien\u021ba dvs. online a clien\u021bilor\" class=\"read-more\" href=\"https:\/\/vibetrace.com\/ro\/cum-sa-aduceti-empatie-in-experienta-dvs-online-a-clientilor\/\" aria-label=\"Cite\u0219te mai multe despre Cum s\u0103 aduci empatie \u00een experien\u021ba clien\u021bilor online\"> <\/a><\/p>","protected":false},"author":8,"featured_media":24308,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[43],"tags":[151,136],"class_list":["post-23530","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-info","tag-customer-experience","tag-ve","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-50"],"_links":{"self":[{"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/posts\/23530","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/comments?post=23530"}],"version-history":[{"count":9,"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/posts\/23530\/revisions"}],"predecessor-version":[{"id":26633,"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/posts\/23530\/revisions\/26633"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/media\/24308"}],"wp:attachment":[{"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/media?parent=23530"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/categories?post=23530"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/vibetrace.com\/ro\/wp-json\/wp\/v2\/tags?post=23530"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}