{"id":12021,"date":"2009-03-22T19:46:16","date_gmt":"2009-03-22T19:46:16","guid":{"rendered":"https:\/\/www.sisinternational.com\/8-ways-to-boost-customer-satisfaction-in-retail\/"},"modified":"2025-09-16T00:52:55","modified_gmt":"2025-09-16T04:52:55","slug":"analise-de-satisfacao-do-cliente","status":"publish","type":"post","link":"https:\/\/www.sisinternational.com\/pt\/customer-satisfaction-analysis\/","title":{"rendered":"8 maneiras de aumentar a satisfa\u00e7\u00e3o do cliente no varejo"},"content":{"rendered":"
\"Pesquisa<\/figure>\n\n\n\n
\n\n\n

Quando um varejista n\u00e3o atende \u00e0s expectativas, os clientes percebem uma lacuna, levando \u00e0 insatisfa\u00e7\u00e3o do cliente.<\/h2>\n

Os efeitos podem ser dram\u00e1ticos para uma empresa. As empresas podem perder clientes fi\u00e9is, for\u00e7ando-as a adquirir novos clientes de forma dispendiosa, diminuindo a rentabilidade. Sabendo que muitas vezes \u00e9 mais barato investir na satisfa\u00e7\u00e3o do cliente do que perd\u00ea-lo a longo prazo, as empresas podem concentrar-se em diversas iniciativas para aumentar a satisfa\u00e7\u00e3o do cliente.<\/span><\/p>\n

1. Visando compradores indiretos<\/h2>\n

One way to combat dissatisfaction is to make indirect buyers happy. Who are indirect purchasers? Children are often the best example. For example, if Burlington Coat Factory were experiencing high customer dissatisfaction among adults 35-50, the company could combat that by making children feel excited when they come to the store. The store can offer candy and merchandise that kids will like (e.g. Dora the Explorer accessories). Children will be excited to come to the store and will drag parents along to appease them. Parents are often happy when their children are happy. By delighting children, the store would better combat dissatisfaction among adults.<\/span><\/p>\n

2. Auto-check-out<\/h2>\n

As longas filas s\u00e3o uma grande reclama\u00e7\u00e3o entre os compradores, especialmente em lojas de descontos. Uma forma de combater a insatisfa\u00e7\u00e3o \u00e9 montar m\u00e1quinas de auto-checkout. A loja n\u00e3o s\u00f3 pode diminuir as despesas gerais e os custos com pessoal, mas tamb\u00e9m oferece aos clientes outra atividade para realizar. Nossa pesquisa descobriu que os compradores, principalmente as mulheres, costumam ir \u00e0s lojas de descontos em busca de entusiasmo. Dar controle aos compradores na finaliza\u00e7\u00e3o da compra e proporcionar uma nova experi\u00eancia aos compradores aventureiros pode ser uma forma de aumentar a satisfa\u00e7\u00e3o.<\/span><\/p>\n

3. Experi\u00eancia de compra online<\/h2>\n

One way to have profitable sales without having customer dissatisfaction is having an exciting online shopping experience. Companies can have exciting videos and a robust interface that interacts with customers, instead of just peddling goods.\u00a0 With lower overhead, companies can limit the problems customers face in-store. They can even go one step beyond and replicate an exciting in-store shopping experience and put it online.<\/span><\/p>\n

A Zappos faz isso:<\/h3>\n