Presentación de Marcela Maron - eCommerce Day Montevideo 2015

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Diapositivas presentadas por Marcela Maron, Presidente del Comité Consultivo Universidad Postal Unión, en el eCommerce Day Montevideo 2015 en la plenaria "LOGÍSTICA Y FULFILLMENT CENTRADOS EN MEJORAR LA EXPERIENCIA DE COMPRA ONLINE , en el CICLO GESTION TECNOLOGIA & OPERACION & LOGISTICA DE UN CANAL ONLINE, MANAGER COMMERCE".

Marketing

Marcela Maron
Presidente Comité Consultivo UPU
El SECTOR POSTAL
Del Correo de Las Cartas al Correo de Las Cosas

Programa de Comercio Electrónico de la UPU
ECOMPRO

Post eID interconnect
POST*CODE address
check
UPU Global
Track & Trace
IFS/
COMPAS
CDS & Postal Export
Guide
E-shops and marketplaces
GLORYPOSE merchandise
repository
 Buy from a trusted space
IPS
POST*Net
Mail & EDI mgt.
Merchandise Returns
Service
Global Customer
Service System

MUCHAS GRACIAS
E-MAIL: marcela.maron@alacopp.org
mcmaron@gmail.com

Este documento resume la trayectoria profesional de Roberto Wajnsztok como emprendedor en el sector del comercio electrónico en Brasil desde 2008. Describe sus éxitos en iniciativas omnicanal integrando tiendas físicas, sitios web, plataformas móviles y redes sociales. También presenta varios casos exitosos de compañías como Rihappy y Pão de Açucar que han adoptado estrategias omnicanal aprovechando las sinergias entre canales para mejorar la experiencia del cliente.

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El documento describe los desafíos que enfrentan las organizaciones centradas en el cliente, incluyendo la disminución de la lealtad del cliente, el aumento de la competencia y las expectativas más altas de los clientes. También destaca la necesidad de que las marcas comprendan a los clientes a través de múltiples canales y momentos de verdad para ofrecer experiencias personalizadas en el lugar y momento adecuados.

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El documento describe el surgimiento del financiamiento colectivo (marketplace lending) como una alternativa a los servicios bancarios tradicionales. Explica que los bancos no han mejorado su eficiencia a pesar de los avances tecnológicos y que los clientes, especialmente los más jóvenes, buscan préstamos y inversiones más económicos, rápidos y sin burocracia. El financiamiento colectivo permite quitar al intermediario bancario y conectar directamente a prestatarios con inversores individuales y fondos, ofreciendo me

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El documento habla sobre la importancia de la experiencia del cliente en el contexto del marketing omnicanal. Señala que los consumidores están conectados en todo momento a través de múltiples dispositivos y están dispuestos a pagar más por una mejor experiencia. También menciona que la mayoría de las decisiones de compra se toman antes de contactar al vendedor y que los clientes esperan una respuesta rápida a sus quejas en redes sociales. Finalmente, resalta que la experiencia del cliente debe ser el centro de la estrategia de omnicanalidad y

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El documento habla sobre las buenas prácticas centradas en mejorar la experiencia de compra online, especialmente el proceso posterior a la compra. Explica que resolver los reclamos de manera rápida y eficiente a través de plataformas online ayuda a retener clientes, mejorar la tasa de recompra y fidelizarlos. También menciona la importancia de mejorar las malas experiencias de los clientes y convertirlas en positivas para ganar reputación a través de las redes sociales.

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El documento presenta una serie de preguntas disparadoras sobre temas relacionados con el comercio electrónico para las industrias minoristas y de logística. Algunas de las preguntas se enfocan en cómo ven estas industrias la evolución del comercio electrónico, las oportunidades y amenazas, y los desafíos de implementar canales online. Otras preguntas indagan sobre la importancia de la tecnología, el impacto en los recursos humanos, y consejos para que empresas tradicionales desarrollen su negocio digital.

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