{"id":4273,"date":"2018-04-04T12:00:45","date_gmt":"2018-04-04T12:00:45","guid":{"rendered":"https:\/\/www.fransreichardt.nl\/?p=4273"},"modified":"2019-01-11T06:49:44","modified_gmt":"2019-01-11T06:49:44","slug":"klantgericht-ondernemen-mind-the-gap","status":"publish","type":"post","link":"https:\/\/fransreichardt.com\/nl\/klantgericht-ondernemen-mind-the-gap\/","title":{"rendered":"Klantbeleving: Mind the Gap"},"content":{"rendered":"

\"\"Vorige week werd ik geattendeerd op \u2018Experience is everything\u2019, een samenvatting van resultaten uit een onderzoek van PWC naar klantbeleving. In 12 landen zijn 15.000 mensen ondervraagd via online enqu\u00eates en veldonderzoek.<\/p>\n

Klantbeleving van belang in aankoopbeslissing<\/h3>\n

Uit het onderzoek blijkt onder meer dat klanten sneller van ons vervreemden dan we denken: 17% van de tevreden klanten keren ons al na \u00e9\u00e9n slechte ervaring de rug toe. Verder blijkt uit het onderzoek dat 73% van de klanten klantervaringen aanwijzen als factor van belang in hun aankoopbeslissingen, direct na prijs en productkwaliteit.<\/p>\n

Gewenste vs. werkelijke klantervaringen<\/h3>\n

Wat het onderzoek verder laat zien, is dat er een groot gat gaapt tussen de gewenste klantervaringen en de werkelijke klantervaringen. Meer dan de helft van de klanten zegt dat de klantervaringen bij de meeste bedrijven beter moeten. De verwachtingen die klanten hebben, verschillen van branche tot branche, maar \u00e9\u00e9n ding staat vast: klanten vinden dat hun verwachtingen niet worden waargemaakt.<\/p>\n

Betalen voor betere klantervaringen<\/h3>\n

65% Van de klanten hecht meer waarde aan positieve klantervaringen dan aan goede reclame.\u00a0Klanten blijken zelfs bereid meer te betalen voor betere klantervaringen:
\n* 43% van de klanten zou meer betalen voor meer gemak;
\n* 42% zou meer betalen voor meer klantvriendelijkheid.<\/p>\n

Brandstof voor klantgericht ondernemen<\/h3>\n

Bij het lezen van de onderzoeksuitkomsten kreeg ik een d\u00e9j\u00e0 vu: wisten we niet al uit eerdere onderzoeken van de \u2018gap\u2019 tussen ervaringen die klanten wensen en die ze krijgen? Blijkbaar is die er nog steeds. En dat maakt onderzoeken als deze juist zo waardevol. Ze dienen als brandstof voor wie zich voortdurend wil verbeteren en n\u00f3g klantgerichter wil ondernemen.<\/p>\n

Je kunt \u2018Experience is everything\u2019 hier downloaden<\/a>.<\/p>\n

Frans Reichardt
\nvoorzitter Platform voor Klantgericht Ondernemen (PvKO)<\/a><\/p>\n<\/span>","protected":false},"excerpt":{"rendered":"

Er gaapt een groot gat tussen gewenste en werkelijke klantervaringen. Meer dan de helft van de klanten zegt dat de meeste bedrijven hun verwachtingen niet waarmaken. Klanten zijn zelfs bereid meer te betalen voor betere klantervaringen.<\/p>\n","protected":false},"author":3,"featured_media":4282,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[3,210,206,42,27,209],"class_list":["post-4273","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-nederlands","tag-klantbeleving","tag-klantervaringen","tag-klantgericht-ondernemen","tag-klantgerichtheid","tag-klantvriendelijkheid","tag-platform-voor-klantgericht-ondernemen"],"yoast_head":"\nKlantbeleving: Mind the Gap - Frans Reichardt - The Customer Listener<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fransreichardt.com\/nl\/klantgericht-ondernemen-mind-the-gap\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Klantbeleving: Mind the Gap - Frans Reichardt - The Customer Listener\" \/>\n<meta property=\"og:description\" content=\"Er gaapt een groot gat tussen gewenste en werkelijke klantervaringen. 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