{"id":4786,"date":"2019-05-23T08:28:12","date_gmt":"2019-05-23T13:28:12","guid":{"rendered":"http:\/\/www.icesi.edu.co\/marketingzone\/?p=4786"},"modified":"2019-07-18T17:42:25","modified_gmt":"2019-07-18T22:42:25","slug":"feedforwardnofeedback","status":"publish","type":"post","link":"https:\/\/www.icesi.edu.co\/marketingzone\/feedforwardnofeedback\/","title":{"rendered":"\u00ab\u00bfQu\u00e9 podr\u00edamos hacer mejor?\u00bb Feed-forward. No feedback"},"content":{"rendered":"\n<p>Si se preguntan por qui\u00e9n es la persona m\u00e1s importante en la empresa? \u00bfCu\u00e1l ser\u00eda la respuesta? \u00bfEl director de la empresa?, no. \u00bfEl director de finanzas?, no. \u00bfEl director de ventas?, no. <strong>La persona m\u00e1s importante para la empresa es el consumidor.<\/strong> Cuando un consumidor se queja, el director se \u00absienta\u00bb. Cuando el consumidor se quiere ir, el director de ventas se encarga del tema. La voz del consumidor sobrepasa la de todos. Para liderar el cambio, usa el poder de esta voz.  <\/p>\n\n\n\n<p>El feedback (retroalimentaci\u00f3n) del consumidor es bueno, pero hay algo mucho m\u00e1s poderoso que esto: feed-forward (pre-alimentaci\u00f3n o \u00abalimentaci\u00f3n hacia adelante\u00bb).<\/p>\n\n\n\n<p>Imagina esto, son las 7 am. Tu estas en la fila para realizar el check-out en un hotel. Tu tienes un vuelo que alcanzar. Cuando finalmente te atienden, el agente escribe algunos datos, te pasa algunos documentos y finalmente te mira. Enseguida el te pregunta: \u00ab\u00bfC\u00f3mo estuvo todo?\u00bb<\/p>\n\n\n\n<p>En pocos segundos, tu piensas sobre la alfombra mancada, la lampara quebrada, el ruido del barrio, pero tu respuesta es \u00abbien\u00bb por que tu no quieres contradecirlo, adem\u00e1s esto llevar\u00eda mucho tiempo. \u00ab\u00c9l es feliz por que tu eres feliz\u00bb<\/p>\n\n\n\n<p>S\u00f3lo piensa si el agente, en vez de pedir un feedback, te pregunta por tu feed-forward. \u00ab\u00bfQu\u00e9 podr\u00edamos hacer mejor?\u00bb Ahora, \u00e9l te esta aceptando tus ides. \u00c9l esta priorizando tus preocupaciones. Entonces tu deber\u00edas decir \u00ablimpiar la alfombra manchada\u00bb. <strong>\u00ab\u00c9l es feliz por que tu lo estas ayudando, t\u00fa estas feliz por que lo ayudaste\u00bb<\/strong> <\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-style-large is-layout-flow wp-block-quote-is-layout-flow\"><p>El feed-forward es la fuerza m\u00e1s poderosa para el cambio. <\/p><\/blockquote>\n\n\n\n<p><strong>Intentalo, co-crea. Preg\u00fantale al consumidor por sus ideas. <\/strong><br><strong>\u00abQu\u00e9 cosas podr\u00edamos hacer mejor?<\/strong><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Feedback vs. Feed-forward<\/h4>\n\n\n\n<p>\u00abFeedback, a trav\u00e9s de este recibimos informaci\u00f3n sobre algo que hemos hecho, dicho, o simplemente \u201csomos\u201d, y que usado de forma correcta, tanto por la parte que lo da como por la parte que lo recibe, <strong>se convierte en una potente arma de desarrollo personal<\/strong>.\u00bb (Alvarez, sf) <\/p>\n\n\n\n<p>Aunque debido al contexto cultural en donde hemos crecido y a la forma de ver las situaciones. En muchas ocasiones el feedback se confunde con la cr\u00edtica destructiva, y\/o quien lo recibe por razones de ego se siente atacado personalmente. <\/p>\n\n\n\n<p>Es por esto que se ha desarrollado el feed-forward, \u00abuna forma estructurada de ayudar a las personas a encontrar ideas nuevas con respecto a una situaci\u00f3n.\u00bb  (Alvarez, sf)  <\/p>\n\n\n\n<p><strong>No podemos cambiar el pasado pero s\u00ed el futuro<\/strong>. El feed-forward ayuda a la gente a centrarse en un futuro positivo, no en un pasado lleno de errores.  Se pueden aumentar las opciones futuras de \u00e9xito, generando ideas acerca de c\u00f3mo se pueden alcanzar mejores resultados. Desde esta perspectiva debemos escuchar a los consumidores pues son ellos <strong>los que viven, usan y sienten nuestra marca, convirti\u00e9ndose en la voz m\u00e1s poderosa para la empresa. <\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Si se preguntan por qui\u00e9n es la persona m\u00e1s importante en la empresa? \u00bfCu\u00e1l ser\u00eda la respuesta? \u00bfEl director de la empresa?, no. \u00bfEl director de finanzas?, no. \u00bfEl director de ventas?, no. La persona m\u00e1s importante para la empresa es el consumidor. Cuando un consumidor se queja, el director se \u00absienta\u00bb. Cuando el consumidor [&hellip;]<\/p>\n","protected":false},"author":48,"featured_media":4793,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","footnotes":""},"categories":[60],"tags":[127,128],"class_list":["post-4786","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articulos","tag-atencion","tag-destacado"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>&quot;\u00bfQu\u00e9 podr\u00edamos hacer mejor?&quot; Feed-forward. 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La persona m\u00e1s importante para la empresa es el consumidor. Cuando un consumidor se queja, el director se \u00absienta\u00bb. Cuando el consumidor&hellip;","_links":{"self":[{"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/posts\/4786","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/users\/48"}],"replies":[{"embeddable":true,"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/comments?post=4786"}],"version-history":[{"count":6,"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/posts\/4786\/revisions"}],"predecessor-version":[{"id":4792,"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/posts\/4786\/revisions\/4792"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/media\/4793"}],"wp:attachment":[{"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/media?parent=4786"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/categories?post=4786"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.icesi.edu.co\/marketingzone\/wp-json\/wp\/v2\/tags?post=4786"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}