{"id":3432,"date":"2026-04-20T19:08:43","date_gmt":"2026-04-20T19:08:43","guid":{"rendered":"https:\/\/programaareavip.com\/?p=3432"},"modified":"2026-04-20T19:08:44","modified_gmt":"2026-04-20T19:08:44","slug":"pequenos-e-medios-negocios-perdem-lucro-por-ignorar-experiencia-do-cliente-alerta-especialista-2","status":"publish","type":"post","link":"https:\/\/programaareavip.com\/?p=3432","title":{"rendered":"Pequenos e m\u00e9dios neg\u00f3cios perdem lucro por ignorar experi\u00eancia do cliente, alerta especialista"},"content":{"rendered":"\n<p><strong><em>Falhas no atendimento e na jornada do consumidor impactam diretamente o faturamento e a fideliza\u00e7\u00e3o, mesmo em empresas com bons produtos<\/em><\/strong><\/p>\n\n\n\n<p>Em um mercado cada vez mais competitivo, pequenos e m\u00e9dios neg\u00f3cios ainda concentram esfor\u00e7os apenas em vendas e deixam de lado um fator decisivo para o crescimento sustent\u00e1vel: a experi\u00eancia do cliente. Segundo especialistas, essa neglig\u00eancia pode resultar em perda de receita, baixa reten\u00e7\u00e3o e dificuldade de crescimento.<\/p>\n\n\n\n<p>De acordo com L\u00edvia Alves, estrategista de reten\u00e7\u00e3o e fideliza\u00e7\u00e3o de clientes, o problema n\u00e3o est\u00e1 necessariamente na qualidade do produto ou servi\u00e7o, mas na forma como o cliente se sente ao longo da jornada.<br>\u201cMuitos empres\u00e1rios acreditam que vender \u00e9 o mais importante, mas esquecem que \u00e9 a experi\u00eancia que faz o cliente voltar e indicar. Quando isso n\u00e3o \u00e9 estruturado, o neg\u00f3cio perde dinheiro sem perceber\u201d, afirma.<\/p>\n\n\n\n<p>Segundo ela, muitas empresas ainda se preocupam apenas em vender e entregar o b\u00e1sico, o que n\u00e3o \u00e9 sustent\u00e1vel no mercado atual, especialmente diante de consumidores cada vez mais exigentes.<\/p>\n\n\n\n<p>Com forma\u00e7\u00e3o em Administra\u00e7\u00e3o e p\u00f3s-gradua\u00e7\u00e3o pela FGV, L\u00edvia acumula oito anos de atua\u00e7\u00e3o em experi\u00eancia do cliente e nove anos em gest\u00e3o de pessoas, tendo passado por empresas como Tintas Coral e Amcor do Brasil. Ao longo da carreira, tamb\u00e9m atendeu grandes marcas como Gol, Azul, Nestl\u00e9, Natura e Suhai, o que ampliou sua vis\u00e3o sobre o impacto direto da experi\u00eancia nos resultados financeiros.<\/p>\n\n\n\n<p>Segundo ela, um dos principais erros dos pequenos e m\u00e9dios neg\u00f3cios \u00e9 n\u00e3o mapear a jornada do cliente, o que gera falhas em pontos cr\u00edticos como atendimento, tempo de resposta e p\u00f3s-venda. \u201cA experi\u00eancia do cliente n\u00e3o \u00e9 um detalhe, \u00e9 estrat\u00e9gia. Pequenas melhorias em processos simples podem aumentar a reten\u00e7\u00e3o, o ticket m\u00e9dio e a reputa\u00e7\u00e3o da marca\u201d, explica.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"905\" height=\"1024\" src=\"https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-905x1024.jpg\" alt=\"\" class=\"wp-image-3434\" srcset=\"https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-905x1024.jpg 905w, https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-265x300.jpg 265w, https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-768x869.jpg 768w, https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-150x170.jpg 150w, https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-300x339.jpg 300w, https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-696x788.jpg 696w, https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness-1068x1208.jpg 1068w, https:\/\/programaareavip.com\/wp-content\/uploads\/2026\/04\/Screenshot_20260420_160333_WhatsAppBusiness.jpg 1080w\" sizes=\"auto, (max-width: 905px) 100vw, 905px\" \/><figcaption class=\"wp-element-caption\">L\u00edvia Alves (Foto: Divulga\u00e7\u00e3o)<\/figcaption><\/figure>\n\n\n\n<p>Outro ponto de aten\u00e7\u00e3o \u00e9 a falta de preparo das equipes. Neg\u00f3cios que n\u00e3o investem em treinamento e cultura de atendimento acabam criando experi\u00eancias inconsistentes, o que afasta consumidores e abre espa\u00e7o para a concorr\u00eancia. \u201cA forma como o cliente \u00e9 tratado define se ele volta ou n\u00e3o. E, na maioria das vezes, recuperar um cliente perdido custa muito mais caro do que manter um cliente satisfeito\u201d, destaca.<\/p>\n\n\n\n<p>Com consumidores cada vez mais exigentes e conectados, a experi\u00eancia deixou de ser um diferencial e passou a ser um fator determinante para a sobreviv\u00eancia dos neg\u00f3cios. Para especialistas, empresas que n\u00e3o se adaptarem a essa realidade tendem a enfrentar mais dificuldades para crescer e se manter no mercado.<\/p>\n\n\n\n<p>Sobre L\u00edvia Alves<\/p>\n\n\n\n<p>L\u00edvia Alves \u00e9 estrategista de reten\u00e7\u00e3o e fideliza\u00e7\u00e3o de clientes, formada em Administra\u00e7\u00e3o de Empresas e p\u00f3s-graduada pela FGV, com especializa\u00e7\u00e3o em experi\u00eancia do cliente. Possui oito anos de atua\u00e7\u00e3o na \u00e1rea e nove anos de experi\u00eancia em gest\u00e3o de pessoas. Ao longo da carreira, passou por empresas como Tintas Coral e Amcor do Brasil e atendeu clientes de diversos segmentos, incluindo Gol, Azul, Nestl\u00e9, Natura e Suhai.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Falhas no atendimento e na jornada do consumidor impactam diretamente o faturamento e a fideliza\u00e7\u00e3o, mesmo em empresas com bons produtos Em um mercado cada vez mais competitivo, pequenos e m\u00e9dios neg\u00f3cios ainda concentram esfor\u00e7os apenas em vendas e deixam de lado um fator decisivo para o crescimento sustent\u00e1vel: a experi\u00eancia do cliente. Segundo especialistas, [&hellip;]<\/p>\n","protected":false},"author":136,"featured_media":3433,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[92],"tags":[],"class_list":{"0":"post-3432","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-geral"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Pequenos e m\u00e9dios neg\u00f3cios perdem lucro por ignorar experi\u00eancia do cliente, alerta especialista<\/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:\/\/programaareavip.com\/?p=3432\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Pequenos e m\u00e9dios neg\u00f3cios perdem lucro por ignorar experi\u00eancia do cliente, alerta especialista\" \/>\n<meta property=\"og:description\" content=\"Falhas no atendimento e na jornada do consumidor impactam diretamente o faturamento e a fideliza\u00e7\u00e3o, mesmo em empresas com bons produtos Em um mercado cada vez mais competitivo, pequenos e m\u00e9dios neg\u00f3cios ainda concentram esfor\u00e7os apenas em vendas e deixam de lado um fator decisivo para o crescimento sustent\u00e1vel: a experi\u00eancia do cliente. 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