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Por qué los desarrolladores priorizan la experiencia del cliente
La experiencia digital del usuario transformó las expectativas en cuanto a cómo se entregan los servicios y la tecnología, lo que puso a los desarrolladores incluso más en primera plana en el realm de la experiencia del cliente (CX).
Más recientemente, la incapacidad de encontrarnos en persona nos forzó a depender más de la tecnología para que nos asista con nuestras necesidades comerciales y domésticas básicas: pedir provisiones en línea y comida a domicilio, programar citas, transmitir servicios de entretenimiento y hospedar eventos y reuniones virtuales. Como resultado, los desarrolladores se encuentran en una posición en la que pueden impactar directamente en la experiencia digital diaria que esperan los clientes y mejorarla. Y los desarrolladores que proactivamente avanzan hacia un enfoque que prioriza al cliente y adoptan la responsabilidad de la CX emergerán como líderes en su campo.
Las expectativas de los clientes elevan la vara del rendimiento de las aplicaciones ¿Alguna vez tuviste una mala experiencia digital mientras comprabas en línea, usabas tu app de banca o programabas una cita con el médico? ¿Abriste una app que se bloqueó o congeló? ¿Hiciste clic en un enlace durante una compra en línea y solo obtuviste el reloj de arena que gira?
Los estudios demostraron que los consumidores tienen poca tolerancia, o nada, a las apps con mal rendimiento y que es muy probable que eliminen una app o pasen rápidamente a la oferta de la competencia. Incluso una sola mala experiencia puede afectar de forma negativa la visión de un cliente respecto a una empresa y su marca durante un largo período.
Como los desarrolladores crean experiencias orientadas a los clientes, son directamente responsables de los clientes y están conectados a ellos. Brindar soporte de producción de Nivel 3 para sus aplicaciones y responder a las quejas de los clientes e interrupciones del servicio es parte de la relación con el cliente. Comprender verdaderamente dónde se produce la fricción en la experiencia del usuario (tanto desde un punto de vista funcional como de rendimiento) puede revelar qué debe solucionarse a continuación; y superar estos desafíos de la CX de manera eficiente puede brindar beneficios para el desarrollador individual y para la organización en sentido amplio.
Las apps de alto rendimiento definen la experiencia del cliente Poder ofrecer aplicaciones, servicios y funcionalidad nuevos e innovadores rápidamente para crear una experiencia del cliente excelente puede ser fundamental para el éxito comercial a largo plazo. Y la alineación de los clientes y desarrolladores es sumamente importante; tanto de forma interna como externa.
Los desarrolladores se perciben cada vez más como los impulsores de una empresa y su marca. Las aplicaciones que no solo son funcionales, sino confiables, escalables y seguras generan lealtad del cliente y obtienen nuevos negocios. El monitoreo de rendimiento de aplicaciones (APM) puede ser una herramienta clave para asegurar la entrega coherente de experiencias del cliente y digitales que deleiten a los usuarios.
Pericia y herramientas que evolucionan para un enfoque que prioriza la CX Ya sea que codifiques, idees y colabores con tu grupo, investigues las nuevas mejores prácticas de codificación, depures problemas o estés de guardia, todo tu trabajo se centra en estar al servicio de los clientes y facilitarles la vida, hacerla más eficiente y más interesante. Debido al ciclo de vida de desarrollo de software rápido e iterativo, y a los entornos de trabajo más distribuidos actuales, hay muchas posibilidades de error. Esto también significa que las habilidades y herramientas de tu equipo deben mantenerse enfocadas en brindar no solo características y funciones, sino una experiencia del cliente excelente y coherente.
Comprender en su totalidad cómo tu aplicación y código se desempeñan en tu entorno de producción es fundamental no solo para la resolución de problemas, sino para asegurar que tu código se ejecute de forma eficiente en todas las condiciones del entorno natural. Y en el mundo actual nativo del cloud, de microservicios y SOA impulsado por SLO, esto nunca fue tan difícil. Aceptar esa responsabilidad adicional de asegurarte de que tu aplicación funcione de manera eficiente para los usuarios más allá del entorno de QA es absolutamente necesario. Si bien el monitoreo y logging son un gran primer paso, el viaje a una solución de monitoreo de rendimiento de aplicaciones (APM) u observabilidad unificada (que incluye APM) debería ser tu objetivo como desarrollador, SRE o profesional de DevOps.
Es por eso que el enfoque que prioriza la CX es tan fundamental para los clientes, la empresa y tu propio desarrollo profesional. Instrumentar y recopilar todos los datos de telemetría para comprender realmente las características de rendimiento de producción de tu aplicación y la experiencia del usuario final es una forma excelente de evitar que ocurran problemas y de mejorar de forma proactiva el rendimiento de las aplicaciones.
APM para iniciativas de CX Una mentalidad que prioriza al cliente requiere que adoptes principios de DevOps, como la recopilación de todos los datos de telemetría (logs, métricas y rastreos) y un análisis continuo con herramientas como APM. Comprende la importancia de instrumentar tu entorno de aplicación completo para crear más consistencia y repetibilidad en tu pipeline de CI/CD. También considera cómo una solución de APM bien diseñada demostrará ser más rentable con los años a medida que tu entorno crezca. Después de todo, no solo se trata de la tecnología, sino del impacto de tu aplicación en la persona y usuario del otro extremo que la utiliza. Brindemos por adoptar la perspectiva que prioriza la CX como desarrollador: cuanto más cerca estés del cliente, más importante eres para el negocio.
Como paso siguiente, considera conocer más sobre los principios de APM básicos con un punto de vista que prioriza al cliente.