{"id":39616,"date":"2017-05-24T21:33:57","date_gmt":"2017-05-24T19:33:57","guid":{"rendered":"https:\/\/www.emagister.com\/blog\/?p=39616"},"modified":"2021-05-21T14:13:54","modified_gmt":"2021-05-21T12:13:54","slug":"sorprender-al-cliente-lo-realmente-marca-la-diferencia","status":"publish","type":"post","link":"https:\/\/www.emagister.com\/blog\/sorprender-al-cliente-lo-realmente-marca-la-diferencia\/","title":{"rendered":"\u201cSorprender al cliente es lo que realmente marca la diferencia\u201d"},"content":{"rendered":"<p style=\"text-align: justify;\"><em>C\u00e9sar P\u00e9rez, Director de Calidad de Espa\u00f1a, Portugal, Andorra, Francia e Italia del grupo NH Hoteles, da las claves en la escuela de negocios <a href=\"https:\/\/www.emagister.com\/ide-cesem-cursos-1113393-centrodetalles.htm?sid=21&amp;pfichas=12168\" target=\"_blank\" rel=\"noopener\">IDE-CESEM<\/a> de aquellos detalles que han llevado a sus hoteles a posicionarse en lo m\u00e1s alto de los rankings.<\/em><!--more--><\/p>\n<p style=\"text-align: justify;\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft size-full wp-image-39626\" src=\"https:\/\/www.emagister.com\/blog\/wp-content\/uploads\/2017\/05\/C\u00e9sar_perez.jpg\" alt=\"C\u00e9sar_perez\" width=\"300\" height=\"300\" srcset=\"https:\/\/www.emagister.com\/blog\/wp-content\/uploads\/2017\/05\/C\u00e9sar_perez.jpg 300w, https:\/\/www.emagister.com\/blog\/wp-content\/uploads\/2017\/05\/C\u00e9sar_perez-80x80.jpg 80w, https:\/\/www.emagister.com\/blog\/wp-content\/uploads\/2017\/05\/C\u00e9sar_perez-50x50.jpg 50w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/>Con m\u00e1s de 400 hoteles y presente en 30 pa\u00edses el Grupo NH Hoteles ha conseguido posicionarse en el puesto 22 del top 50 mundial de empresas por su valor de marca. \u00bfSu objetivo? <strong>\u201cQue todo cliente que planee un viaje de ocio o de empresa se pregunte si en su destino hay un NH\u201d<\/strong>, asegura C\u00e9sar P\u00e9rez, la cabeza visible del departamento de Calidad de este grupo hotelero en Espa\u00f1a, Portugal, Andorra, Francia e Italia.<\/p>\n<p style=\"text-align: justify;\">Para el Director de Calidad de NH Hotels el \u2018<em>monopoly<\/em>\u2019 de la calidad de sus servicios se basa en cinco puntos b\u00e1sicos: \u201cNos han de gustar <strong>las personas<\/strong>; debemos ser expertos en personas; debes <strong>enamorarte de la empresa y del proyecto<\/strong>, hay que encontrar la parte positiva de nuestro trabajo diario, \u00e9sta es una de las claves principales para poder generar una experiencia positiva a nuestros clientes y es importante que los directivos sepan <strong>transmitir y comunicar<\/strong> dentro de los equipos; &nbsp;<strong>entender el negocio, <\/strong>pisarlo y <strong>gestionar<\/strong> con los cinco sentidos en alerta; <strong>adaptarse a los cambios<\/strong> de la compa\u00f1\u00eda y&nbsp; a los <strong>cambios de jefes<\/strong>\u201d, explica C\u00e9sar.<\/p>\n<h3 style=\"text-align: justify;\"><strong>Experiencias inolvidables, experiencias que se comparten<\/strong><\/h3>\n<p style=\"text-align: justify;\">En NH la experiencia con <strong>el cliente<\/strong> es lo importante, \u201chacer que sean inolvidables, que las sientan\u201d. Todo est\u00e1 destinado a facilitar la vida de los clientes\u201d, explica C\u00e9sar. Para ello no solo se deben cumplir con los requisitos m\u00ednimos que se presuponen en cualquier hotel, sino que desde NH Hoteles buscan aportar ese <strong>valor a\u00f1adido<\/strong> que les diferencie, \u201csorprender al cliente es realmente lo que marca la diferencia\u201d, afirma.<\/p>\n<p style=\"text-align: justify;\">La experiencia no solo se basa en el presente, tambi\u00e9n se debe tener en cuenta el antes y el despu\u00e9s, y m\u00e1s hoy en d\u00eda que \u201cestamos totalmente expuestos\u201d por las opiniones compartidas a tiempo real de los clientes en Internet, \u201c<strong>actualmente lo que no se comparte no existe y tambi\u00e9n trabajamos para ello\u201d<\/strong>, garantiza C\u00e9sar.<a href=\"https:\/\/www.emagister.com\/ide-cesem-cursos-1113393-centrodetalles.htm?sid=21&amp;pfichas=12168\" target=\"_blank\" rel=\"attachment wp-att-39422 noopener\"><img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-39422 size-full\" src=\"https:\/\/www.emagister.com\/blog\/wp-content\/uploads\/2017\/05\/ide.jpg\" alt=\"ide\" width=\"183\" height=\"97\" srcset=\"https:\/\/www.emagister.com\/blog\/wp-content\/uploads\/2017\/05\/ide.jpg 183w, https:\/\/www.emagister.com\/blog\/wp-content\/uploads\/2017\/05\/ide-80x42.jpg 80w\" sizes=\"auto, (max-width: 183px) 100vw, 183px\" \/><\/a><\/p>\n<p style=\"text-align: justify;\">Para el departamento de calidad de NH el cliente es el \u00fanico jefe y aseguran que las personas necesitan esta atendidas en todo momento, por ello todos los empleados que forman parte de sus hoteles tienen que estar concienciados en dar un buen servicio las 24 horas.<\/p>\n<p style=\"text-align: justify;\"><strong>\u201cNuestro objetivo es hacerlo bien, hacerlo sentir y hacerlo compartir\u201d,<\/strong> explica C\u00e9sar, y para ello desde NH cuentan con una serie de iniciativas como el <strong>\u2018Cliente WOW\u2019<\/strong> (elegir al azar a un cliente para que reciba todas las atenciones posibles) o \u2018<strong>Quality Suprise\u2019<\/strong> (premiar a los mejores equipos de los hoteles con un detalle), porque \u201cpara NH los detalles son el arte de influir en las personas\u201d, concluye C\u00e9sar.<\/p>\n<h4 style=\"text-align: justify;\">Fuente: <a href=\"https:\/\/www.emagister.com\/ide-cesem-cursos-1113393-centrodetalles.htm?sid=21&amp;pfichas=12168\" target=\"_blank\" rel=\"noopener\">IDE-CESEM<\/a><\/h4>\n","protected":false},"excerpt":{"rendered":"<p>C\u00e9sar P\u00e9rez, Director de Calidad de Espa\u00f1a, Portugal, Andorra, Francia e Italia del grupo NH Hoteles, da las claves en &#8230; <a title=\"\u201cSorprender al cliente es lo que realmente marca la diferencia\u201d\" class=\"read-more\" href=\"https:\/\/www.emagister.com\/blog\/sorprender-al-cliente-lo-realmente-marca-la-diferencia\/\" aria-label=\"M\u00e1s en \u201cSorprender al cliente es lo que realmente marca la diferencia\u201d\">Leer m\u00e1s<\/a><\/p>\n","protected":false},"author":160,"featured_media":39625,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[785],"tags":[2832,3265,4522,6867,8279,8280,10141,302,2005,2307],"class_list":["post-39616","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nuestros-clientes","tag-noticias-de-centros-de-formacion","tag-centros-de-formacion","tag-plan-de-negocio","tag-plan-de-marketing","tag-8279","tag-ide-cesem","tag-noticiaselpais","tag-marketing","tag-liderazgo","tag-direccion-de-empresas","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-25"],"acf":{"noticiasElPais":{"custom_snippet_image":false,"custom_snippet_title":"","custom_snippet_description":""},"noticiasLaVanguardia":{"custom_snippet_image":false,"custom_snippet_title":"","custom_snippet_description":""},"hreflang":[{"url":""}],"estilo_titulo":"","fecha":"no"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.1 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>\u201cSorprender al cliente es lo que realmente marca la diferencia\u201d - Blog Emagister<\/title>\n<meta name=\"robots\" content=\"index, follow\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.emagister.com\/blog\/sorprender-al-cliente-lo-realmente-marca-la-diferencia\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u201cSorprender al cliente es lo que realmente marca la diferencia\u201d\" \/>\n<meta property=\"og:description\" content=\"C\u00e9sar P\u00e9rez, Director de Calidad de Espa\u00f1a, Portugal, Andorra, Francia e Italia del grupo NH Hoteles, da las claves en ... 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