Qualidade em atendimento como ferramenta para cativar clientes: case - Netshoes

• Autor(a) principal: Botelho, Valéria
• Data de Publicação: 2016
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da PUC_SP
• Texto Completo: https://repositorio.pucsp.br/jspui/handle/handle/35848
• topic: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO; Atendimento ao cliente; Fidelização de clientes; Marketing de relacionamento; Netshoes; E-commerce; Relacionamento; Netshoes; e-commerce; Customer service; Customer loyalty; Relationship marketing; Netshoes; E-commerce

The current scenario of the global market is becoming more competitive day, with customers much more demanding and the emergence of increasingly targeted audiences. All this creates the need for actions of different strategies for both the capture and for the retention of these clients in order to create a strong and lasting bond between the parties. For this is not enough to offer a lower price, we need to develop products that provide a unique experience, invest in the company's branding and have a fast and efficient after-sales, including a strong presence in social media. Customer service is to understand what your desires and expectations, what motivates you to pay for your product or service and serves it so that it is always willing to not only continue the cycle as well as enter other people in this, through information. All this demands dedication, professionalism and willingness to overcome challenges such as meeting deadlines and strict quality control. The purpose of this study is to analyze those factors that contribute to positive and negative ways to the growth of a company with the construction of an interpersonal relationship with your audience based on theoretical concepts of quality, marketing, loyalty, segmentation, relationship marketing and practices from the market. For this, we take for example the company Netshoes, national leader in e-commerce sporting goods. Analyze your performance so before the concept presented in quality of care, as the way she seeks the satisfaction of his audience and the attention given to complaints, among other things