{"id":3126,"date":"2021-11-17T00:00:00","date_gmt":"2021-11-16T23:00:00","guid":{"rendered":"https:\/\/spotzerdigital.com\/hosting-companies-telcos-and-directories-are-growing-revenue-by-improving-nps\/"},"modified":"2022-03-09T14:44:29","modified_gmt":"2022-03-09T13:44:29","slug":"hosting-companies-telcos-and-directories-are-growing-revenue-by-improving-nps","status":"publish","type":"post","link":"https:\/\/spotzerdigital.com\/es\/hosting-companies-telcos-and-directories-are-growing-revenue-by-improving-nps\/","title":{"rendered":"Empresas de alojamiento, telecomunicaciones y directorios aumentan sus ingresos mejorando el NPS"},"content":{"rendered":"

A medida que las telecos, las empresas de dominios y alojamiento y los directorios buscan nuevas formas de generar ingresos, muchos se fijan en ofertas de servicios fuera de sus ofertas tradicionales. Las soluciones de servicios digitales en l\u00ednea son un espacio que tiene sentido y las empresas de este sector han tenido un \u00e9xito incre\u00edble al ampliar sus carteras de productos para incluir servicios digitales. <\/p>\n

<\/p>\n

Servicios como el dise\u00f1o de p\u00e1ginas web y el marketing online (SEO y SEA) se han vuelto cada vez m\u00e1s atractivos y f\u00e1ciles de adaptar para estos sectores. Pero, al margen de los ingresos adicionales, estas organizaciones tienen la oportunidad de mejorar la experiencia y las relaciones con sus clientes. Los clientes que adquieren estos servicios informan de un mayor nivel de satisfacci\u00f3n a trav\u00e9s de NPS en comparaci\u00f3n con otros servicios y soluciones que ofrecen las telecos, las empresas de dominios y alojamiento y los directorios.<\/p>\n

<\/p>\n

Mejor NPS = M\u00e1s ingresos y mayor retenci\u00f3n<\/strong><\/p>\n

<\/p>\n

Hist\u00f3ricamente, estos sectores han registrado puntuaciones de promotores netos (NPS) bajas o medias. El sector de las telecomunicaciones tiene un NPS medio de 31. La media del sector de la nube y el alojamiento es de 40. GoDaddy, por ejemplo, tiene un NPS actual del -10<\/a> (a partir de noviembre de 2021)<\/p>\n

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Las telecos tambi\u00e9n tienen un problema de retenci\u00f3n. 64%<\/a> de los clientes encuestados en EE.UU. afirman haber abandonado su proveedor de telecomunicaciones debido a la mala experiencia del cliente. Aunque la competencia en este mercado es alta y las ofertas y los incentivos financieros para cambiar de proveedor son constantes y favorecen a los clientes que buscan gangas, es la falta de un buen servicio de atenci\u00f3n al cliente lo que est\u00e1 empujando a los clientes existentes a abandonar su proveedor actual. La correlaci\u00f3n entre un NPS bajo y la satisfacci\u00f3n del cliente en la vida real es claramente real en este sector.<\/p>\n

<\/p>\n

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Spotzer Digital supervisa el NPS de casi todos sus socios. De los m\u00e1s de 2.700 encuestados a lo largo de 2021 hasta ahora, Spotzer Digital ha registrado una media de NPS de m\u00e1s de 57. Esta puntuaci\u00f3n es para todos los socios de Telco, Hosting y Directorios para los que Spotzer Digital monitoriza NPS. Esta puntuaci\u00f3n colocar\u00eda a los socios de Spotzer Digital en segundo lugar frente a todos los dem\u00e1s promedios de la industria en las tablas de NPS de customer.guru. Para el mes de noviembre, el NPS de todos los socios de Telco, Hosting y Directorios con los que Spotzer Digital trabaja se situ\u00f3 en 71. Esta puntuaci\u00f3n es 22% mejor que la del sector con mejor rendimiento monitorizado por Customer Gauge.<\/p>\n

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Si observamos a los socios de las telecos de forma independiente, vemos una media de NPS de 55,5 en 2021 para sus clientes de servicios digitales y un m\u00e1ximo de 69 en el mes de noviembre. Una puntuaci\u00f3n que es 122% mejor que la media de NPS del sector de las telecomunicaciones. Es justo decir que la satisfacci\u00f3n del cliente aumenta agresivamente para los clientes que se comprometen con su proveedor de telecomunicaciones para los servicios digitales.<\/p>\n

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<\/div>\n<\/figure>\n

En Escuela de Econom\u00eda de Londres<\/a> descubri\u00f3 una correlaci\u00f3n entre el aumento de NPS y el crecimiento de los ingresos. Seg\u00fan ellos, un aumento medio de NPS de 7 puntos se correlaciona con un 1%<\/a> crecimiento de los ingresos. Dado que las telecos disfrutaron de una puntuaci\u00f3n 24 puntos superior a la media del sector en 2021 en todos los clientes de servicios digitales, ese aumento de la media de NPS podr\u00eda traducirse en un crecimiento de los ingresos de m\u00e1s de 3%. Si se mantuviera la puntuaci\u00f3n actual de 69, el crecimiento adicional y sin explotar de los ingresos podr\u00eda alcanzar m\u00e1s de 5%. Para un mercado cuyo valor se estima en casi $1,7 billones<\/a> en 2021 y se prev\u00e9 que el crecimiento de los ingresos se ralentice a menos de 6% de aqu\u00ed a 2028, 5% adicionales de ingresos no son nada desde\u00f1able, de hecho equivalen a $85millones adicionales de ingresos para esta industria.<\/p>\n

<\/p>\n

Se espera que el sector de los servicios digitales crezca a un ritmo mucho mayor que el sector de las telecomunicaciones en general. De hecho, se espera que crezca a m\u00e1s del 3 veces<\/a> el ritmo del sector de las telecomunicaciones en los pr\u00f3ximos 6 a\u00f1os<\/p>\n

<\/p>\n

Est\u00e1 claro que en la mayor\u00eda de los sectores hay que mejorar la experiencia general del cliente. Sin embargo, a pocas empresas e industrias se les ofrece la oportunidad de mejorar la experiencia del cliente ofreci\u00e9ndole m\u00e1s soluciones y, de paso, mejorando sus resultados y su retenci\u00f3n. Pero esta es la oportunidad que se presenta a quienes pueden ofrecer soluciones de servicio digital al cliente. <\/p>\n

<\/p>\n

<\/p>","protected":false},"excerpt":{"rendered":"

As telcos, domain & hosting companies and directories look to new ways of generating revenue, many are looking to service offerings outside of their traditional offerings. 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