{"id":15637,"date":"2026-08-12T06:33:14","date_gmt":"2026-08-12T06:33:14","guid":{"rendered":"https:\/\/www.business-ereputation.com\/glossary\/decision-del-cliente\/"},"modified":"2026-09-06T16:57:28","modified_gmt":"2026-09-06T16:57:28","slug":"decision-del-cliente","status":"publish","type":"glossary","link":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/","title":{"rendered":"Decisi\u00f3n del cliente"},"content":{"rendered":"<p class=\"wp-block-paragraph\">Un cliente que duda entre dos panader\u00edas de la misma calle no solo compara los escaparates. Compara valoraciones, fotos, respuestas a las opiniones, los horarios que se muestran y una direcci\u00f3n verificada. La <strong>decisi\u00f3n del cliente<\/strong> se refiere precisamente a ese momento invisible en el que toda esa recopilaci\u00f3n de informaci\u00f3n se traduce en acci\u00f3n: abrir la puerta, llamar, reservar, pagar. Para un comerciante de barrio, este cambio se produce ahora en gran parte fuera de la tienda, en la pantalla de un m\u00f3vil, unos segundos antes de llegar. El modelo del <strong>proceso de decisi\u00f3n<\/strong> que describi\u00f3 McKinsey ya en 2009 se ha confirmado en la pr\u00e1ctica: el consumidor ya no sigue un camino lineal, sino que da vueltas, vuelve, comprueba y cruza datos. Entender este mecanismo cambia la forma de gestionar una ficha de Google, una web corporativa o una estrategia de opiniones. Los comerciantes que tratan su reputaci\u00f3n online como una simple cuesti\u00f3n de imagen se pierden lo esencial: cada se\u00f1al que se publica en l\u00ednea act\u00faa como un argumento, una objeci\u00f3n superada o una duda que se instala en la mente de un cliente potencial. Este glosario analiza el concepto, su papel concreto en la visibilidad local, sus v\u00ednculos con Google Business Profile y c\u00f3mo la llegada de las respuestas generadas por inteligencia artificial ya est\u00e1 cambiando los h\u00e1bitos de toma de decisiones. <\/p><h2 class=\"wp-block-heading\">La decisi\u00f3n del cliente: una definici\u00f3n sencilla para un comercio de barrio<\/h2><p class=\"wp-block-paragraph\">La decisi\u00f3n del cliente es el resultado de un <strong>proceso mental que tiene varias etapas<\/strong>: darse cuenta de una <strong>necesidad<\/strong>, buscar informaci\u00f3n, comparar ofertas, <strong>comprar<\/strong> y, por \u00faltimo, evaluar la compra a posteriori. Los estudios que resumen las <a href=\"https:\/\/www.questionpro.com\/blog\/fr\/processus-de-decision-du-consommateur\/\">cinco etapas del proceso de decisi\u00f3n del consumidor<\/a> describen esta secuencia de forma muy pr\u00e1ctica.<\/p><p class=\"wp-block-paragraph\">Para un artesano o un comerciante, la traducci\u00f3n a la pr\u00e1ctica es sencilla: una tuber\u00eda que gotea, un diente que se rompe, una cremallera de ventana atascada. El cliente potencial busca a un profesional disponible y de confianza, filtra seg\u00fan su <strong>presupuesto<\/strong>, sus <strong>prioridades<\/strong> del momento y sus <strong>preferencias<\/strong> geogr\u00e1ficas, y luego se decide.<\/p><h2 class=\"wp-block-heading\">El papel real de la decisi\u00f3n del cliente en una actividad profesional<\/h2><p class=\"wp-block-paragraph\">Dominar este proceso cambia la forma de vender. Un mec\u00e1nico que sabe que la revisi\u00f3n se hace cada doce meses se adelanta al momento en que su cliente empieza a buscar activamente y prepara un recordatorio espec\u00edfico, una oferta de temporada o una cita reservada.<\/p><p class=\"wp-block-paragraph\">Este <strong>an\u00e1lisis del comportamiento<\/strong> tambi\u00e9n ayuda a tomar decisiones internas: qu\u00e9 horarios mostrar, qu\u00e9 fotos publicar, en qu\u00e9 plazo responder. Los m\u00e9todos para <a href=\"https:\/\/asana.com\/fr\/resources\/decision-making-process\">estructurar un proceso de toma de decisiones<\/a> que se aplican en la empresa deber\u00edan reflejar el proceso que vive el cliente.<\/p><p class=\"wp-block-paragraph\">Un profesional que ignore este recorrido trabaja a ciegas y achaca las variaciones en su volumen de negocio al azar o al tiempo.<\/p><h2 class=\"wp-block-heading\">Decisi\u00f3n del cliente, reputaci\u00f3n online y confianza: el v\u00ednculo directo<\/h2><p class=\"wp-block-paragraph\">Antes de decidirse, el cliente potencial busca una <strong>prueba social<\/strong>. Las opiniones, su cantidad, su actualidad y, sobre todo, las respuestas del profesional son la materia prima de esta comprobaci\u00f3n. La edici\u00f3n de 2023 de la <em>encuesta Local Consumer Review Survey<\/em> de <a href=\"https:\/\/www.brightlocal.com\/research\/local-consumer-review-survey\/\">BrightLocal<\/a> revela que casi todos los consumidores consultan opiniones en l\u00ednea antes de decidirse por una empresa local.<\/p><p class=\"wp-block-paragraph\">Este mecanismo de <a href=\"https:\/\/www.business-ereputation.com\/es\/glossary\/reaseguro\/\">reafirmaci\u00f3n<\/a> funciona como un atajo: si hay demasiadas dudas, la <strong>preferencia<\/strong> se decanta por la competencia. La influencia de las plataformas de terceros se nota, por cierto, en c\u00f3mo <a href=\"https:\/\/www.business-ereputation.com\/es\/como-influyen-las-opiniones-de-trustpilot-en-las-decisiones-de-los-clientes\/\">las opiniones de Trustpilot influyen en la decisi\u00f3n de compra<\/a>.<\/p><h2 class=\"wp-block-heading\">La decisi\u00f3n del cliente, la b\u00fasqueda en Google y Google Business Profile<\/h2><p class=\"wp-block-paragraph\">Google es el primer filtro. La ficha del establecimiento re\u00fane la puntuaci\u00f3n media, las fotos, las preguntas y respuestas, los horarios y c\u00f3mo llegar: todos estos factores que influyen en <strong>la elecci\u00f3n<\/strong> est\u00e1n concentrados en una sola pantalla. Las <a href=\"https:\/\/support.google.com\/business\/answer\/7091\">normas de Google sobre las fichas de los establecimientos<\/a> hacen hincapi\u00e9 en la exactitud de la informaci\u00f3n publicada, lo que es clave para transmitir fiabilidad en el momento de la decisi\u00f3n.<\/p><p class=\"wp-block-paragraph\">Google dice que ordena los resultados locales seg\u00fan la relevancia, la distancia y la popularidad. La ponderaci\u00f3n exacta que se da a las opiniones en el Local Pack no se publica en ning\u00fan sitio: la \u00fanica respuesta honesta sobre esta cifra sigue siendo \u00abno lo s\u00e9\u00bb. Lo que s\u00ed se observa, en cambio, es el efecto de los contenidos visuales enriquecidos, como <a href=\"https:\/\/www.business-ereputation.com\/es\/google-maps-immersif-et-reputation-limpact-de-street-view-et-des-visites-virtuelles-sur-votre-note-2\/\">Street View y las visitas virtuales en Maps<\/a>.<\/p><h2 class=\"wp-block-heading\">Casos reales vividos por comerciantes y aut\u00f3nomos<\/h2><p class=\"wp-block-paragraph\">Karine tiene una peluquer\u00eda en Nantes. Su puntuaci\u00f3n se hab\u00eda estancado en un 4,1, con comentarios recurrentes sobre las esperas. Despu\u00e9s de responder p\u00fablicamente a cada comentario y ajustar su agenda de citas, la subida a un 4,6 vino acompa\u00f1ada de un claro aumento de las llamadas recibidas desde Maps.<\/p><p class=\"wp-block-paragraph\">Por el contrario, un fontanero de Lyon que deja sus horarios desactualizados en Internet se lleva un mont\u00f3n de comentarios mordaces. El tema est\u00e1 claro: las <a href=\"https:\/\/www.business-ereputation.com\/es\/avis-negatifs-a-cause-des-horaires-comment-limiter-la-casse-2\/\">opiniones negativas por culpa de horarios err\u00f3neos<\/a> arruinan la <strong>satisfacci\u00f3n<\/strong> del cliente incluso antes de que se preste el primer servicio.<\/p><p class=\"wp-block-paragraph\">Por su parte, una asesor\u00eda contable publica respuestas bien fundamentadas a <a href=\"https:\/\/www.business-ereputation.com\/es\/glossary\/objeciones-de-los-clientes\/\">las objeciones m\u00e1s frecuentes de los clientes<\/a> sobre las tarifas: la tasa de citas confirmadas aumenta, al no haber ambig\u00fcedades.<\/p><h2 class=\"wp-block-heading\">Buenas pr\u00e1cticas y errores comunes en el proceso de toma de decisiones<\/h2><p class=\"wp-block-paragraph\">La primera regla es responder a todas las opiniones en poco tiempo, sin copiar y pegar. La segunda tiene que ver con que la informaci\u00f3n coincida entre la ficha de Google, la web y los directorios. La tercera consiste en pedir regularmente opiniones aut\u00e9nticas a los clientes a los que realmente has atendido.<\/p><p class=\"wp-block-paragraph\">Los errores t\u00edpicos siguen siendo comprar opiniones falsas, no responder a las cr\u00edticas, poner fotos de hace cinco a\u00f1os y no ofrecer un buen servicio posventa. Los estudios sobre <a href=\"https:\/\/dmcom.fr\/piliers-decision-client-construire-confiance-convaincre\/\">los pilares para generar confianza<\/a> confirman que la constancia da mejores resultados que las acciones espectaculares puntuales.<\/p><h2 class=\"wp-block-heading\">Decisi\u00f3n del cliente, IA generativa y visibilidad geogr\u00e1fica<\/h2><p class=\"wp-block-paragraph\">Los motores conversacionales y los res\u00famenes generados est\u00e1n cambiando el inicio del recorrido del cliente. Ahora, un cliente potencial le pregunta a una IA cu\u00e1l es el mejor restaurante vegetariano de un barrio y recibe una respuesta resumida, elaborada a partir de fuentes p\u00fablicas: opiniones, p\u00e1ginas web, art\u00edculos y directorios.<\/p><p class=\"wp-block-paragraph\">Esta nueva <strong>influencia<\/strong> algor\u00edtmica tiene un nombre en el sector: el GEO, es decir, la optimizaci\u00f3n para motores generativos. La l\u00f3gica es parecida a la del SEO local, pero con un mayor \u00e9nfasis en la coherencia sem\u00e1ntica y la trazabilidad de las fuentes. La cuesti\u00f3n de <a href=\"https:\/\/www.business-ereputation.com\/es\/pourquoi-la-reputation-en-ligne-est-devenue-un-actif-immateriel-a-valoriser-au-bilan-2\/\">la reputaci\u00f3n online como activo inmaterial<\/a> cobra aqu\u00ed todo su sentido econ\u00f3mico.<\/p><p class=\"wp-block-paragraph\">Las empresas que no aparecen o est\u00e1n mal descritas en estas respuestas generadas desaparecen en una primera selecci\u00f3n que ahora es autom\u00e1tica. Anticiparse significa documentar tu actividad con precisi\u00f3n, sin esperar a que los competidores ocupen ese espacio. Los an\u00e1lisis sobre el <a href=\"https:\/\/www.loyoly.io\/fr\/blog\/consumer-decision-journey\">recorrido de decisi\u00f3n del consumidor<\/a> coinciden en esta conclusi\u00f3n: el ganador sigue siendo aquel que se hace visible justo en el momento de la duda.<\/p>","protected":false},"excerpt":{"rendered":"<p>Un cliente que duda entre dos panader\u00edas de la misma calle no solo compara los escaparates. Compara valoraciones, fotos, respuestas a las opiniones,  [&#8230;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"template":"","glossary-cat":[],"class_list":["post-15637","glossary","type-glossary","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>El arte de tomar decisiones para el cliente<\/title>\n<meta name=\"description\" content=\"Optimiza tus estrategias entendiendo la toma de decisiones de los clientes para responder mejor a sus expectativas y aumentar tu tasa de conversi\u00f3n.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Decisi\u00f3n del cliente\" \/>\n<meta property=\"og:description\" content=\"Optimiza tus estrategias entendiendo la toma de decisiones de los clientes para responder mejor a sus expectativas y aumentar tu tasa de conversi\u00f3n.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/\" \/>\n<meta property=\"og:site_name\" content=\"Business Ereputation\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/business.ereputation\/\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-06T16:57:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2022\/01\/Banner-google-my-business-reviews-short.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"717\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@Biz_ereputation\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/\"},\"author\":{\"name\":\"Nicolas Laustriat\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/#\\\/schema\\\/person\\\/24cbbae44e5e18f0451cdbd20fffcfea\"},\"headline\":\"Decisi\u00f3n del cliente\",\"datePublished\":\"2026-08-12T06:33:14+00:00\",\"dateModified\":\"2026-09-06T16:57:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/\"},\"wordCount\":1261,\"publisher\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/#organization\"},\"inLanguage\":\"es\"},{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/\",\"url\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/\",\"name\":\"El arte de tomar decisiones para el cliente\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/#website\"},\"datePublished\":\"2026-08-12T06:33:14+00:00\",\"dateModified\":\"2026-09-06T16:57:28+00:00\",\"description\":\"Optimiza tus estrategias entendiendo la toma de decisiones de los clientes para responder mejor a sus expectativas y aumentar tu tasa de conversi\u00f3n.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#breadcrumb\"},\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Experto en Google My Business y recopilaci\u00f3n de opiniones de clientes\",\"item\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"T\u00e9rminos del glosario\",\"item\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Decisi\u00f3n del cliente\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/#website\",\"url\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/\",\"name\":\"Business Ereputation - Expert SEO & Google My Business\",\"description\":\"Votre expert et solutions Google My Buisness\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/#organization\"},\"alternateName\":\"Business Ereputation - Expert SEO & Google Business Profil\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"es\"},{\"@type\":[\"Organization\",\"Place\",\"ProfessionalService\"],\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/#organization\",\"name\":\"Business Ereputation - Expert Google My Business\",\"alternateName\":\"Business Ereputation - Expert Google Business Profil\",\"url\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/\",\"logo\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#local-main-organization-logo\"},\"image\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#local-main-organization-logo\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/business.ereputation\\\/\",\"https:\\\/\\\/x.com\\\/Biz_ereputation\",\"https:\\\/\\\/www.youtube.com\\\/@business-ereputationexpert\\\/\",\"https:\\\/\\\/www.instagram.com\\\/business_ereputation\\\/\"],\"description\":\"Business Ereputation accompagne et acculture les commerces de proximit\u00e9, les r\u00e9seaux de franchise et Groupe multi-marques \\\/ multi-Pays dans leur gestion de leur r\u00e9putation digitale et l\u2019outil Google My Business. Loin des services par abonnement et outils en S.A.S, notre ambition est de former et rendre autonome nos clients et que la gestion de leur E-reputation, note et avis google deviennent un automatisme, simple et rapide, du quotidien.\",\"legalName\":\"Nicolas Laustriat\",\"foundingDate\":\"2002-07-01\",\"numberOfEmployees\":{\"@type\":\"QuantitativeValue\",\"minValue\":\"1\",\"maxValue\":\"10\"},\"publishingPrinciples\":\"https:\\\/\\\/www.business-ereputation.com\\\/mentions-legales\\\/\",\"ownershipFundingInfo\":\"https:\\\/\\\/www.business-ereputation.com\\\/mentions-legales\\\/\",\"actionableFeedbackPolicy\":\"https:\\\/\\\/www.business-ereputation.com\\\/conditions-generales-dacces-et-dutilisation\\\/\",\"correctionsPolicy\":\"https:\\\/\\\/www.business-ereputation.com\\\/donnees-personnelles\\\/\",\"ethicsPolicy\":\"https:\\\/\\\/www.business-ereputation.com\\\/mentions-legales\\\/\",\"diversityPolicy\":\"https:\\\/\\\/www.business-ereputation.com\\\/mentions-legales\\\/\",\"diversityStaffingReport\":\"https:\\\/\\\/www.business-ereputation.com\\\/mentions-legales\\\/\",\"address\":{\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#local-main-place-address\"},\"geo\":{\"@type\":\"GeoCoordinates\",\"latitude\":\"48.841214845734264\",\"longitude\":\"2.0753873968040737\"},\"telephone\":[\"+33766933960\"],\"contactPoint\":{\"@type\":\"ContactPoint\",\"telephone\":\"+33766933960\",\"email\":\"nicolas@business-ereputation.com\"},\"openingHoursSpecification\":[{\"@type\":\"OpeningHoursSpecification\",\"dayOfWeek\":[\"Monday\",\"Tuesday\",\"Wednesday\",\"Thursday\",\"Friday\",\"Saturday\",\"Sunday\"],\"opens\":\"09:00\",\"closes\":\"17:00\"}],\"email\":\"nicolas@business-ereputation.com\",\"areaServed\":\"france, belgium, switzerland\",\"priceRange\":\"$\",\"paymentAccepted\":\"cards\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/#\\\/schema\\\/person\\\/24cbbae44e5e18f0451cdbd20fffcfea\",\"name\":\"Nicolas Laustriat\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/wp-content\\\/litespeed\\\/avatar\\\/1e505ae83c8b16001a489425c695bdeb.jpg?ver=1788416700\",\"url\":\"https:\\\/\\\/www.business-ereputation.com\\\/wp-content\\\/litespeed\\\/avatar\\\/1e505ae83c8b16001a489425c695bdeb.jpg?ver=1788416700\",\"contentUrl\":\"https:\\\/\\\/www.business-ereputation.com\\\/wp-content\\\/litespeed\\\/avatar\\\/1e505ae83c8b16001a489425c695bdeb.jpg?ver=1788416700\",\"caption\":\"Nicolas Laustriat\"},\"description\":\"Dipl\u00f4m\u00e9 du CESI, concepteur, int\u00e9grateur multim\u00e9dia, j\u2019ai longtemps travaill\u00e9 en free-lance d\u00e9but 2000, avant d\u2019int\u00e9grer EQUANCY, cabinet de conseil strat\u00e9gique en Marketing et Communication, o\u00f9 j\u2019ai d\u00e9ploy\u00e9 la nouvelle strat\u00e9gie de communication online de LAFARGE en 2003. Redevenu ind\u00e9pendant en 2006, mon expertise interpelle et me permet en 2009, en plus de mon activit\u00e9 de consultant digital, d\u2019int\u00e9grer la CEGOS en tant que formateur sur les modules Gestion de projet web, e-reputation et r\u00e9f\u00e9rencement. En 2010, j\u2019int\u00e8gre l\u2019INHESJ (Institut National des Hautes Etudes de la S\u00e9curit\u00e9 et la Justice) pour pr\u00e9senter aux grandes entreprises internationales l\u2019\u00e9volution des pratiques d\u2019influence online. J\u2019accompagne aussi bien des grands comptes dans l\u2019excellence de leur utilisation du m\u00e9dia Internet (bonnes pratiques, mutualisation et d\u00e9ploiement, gestion de crise etc.) que des chefs d\u2019entreprise et des marques soucieux de surveiller (et soigner) leur e-reputation ou des agences de communication (en marque blanche). T\u00e9moignages de mes clients : https:\\\/\\\/www.business-ereputation.com\\\/avis-clients\\\/\",\"sameAs\":[\"https:\\\/\\\/nicolas.laustriat.com\",\"https:\\\/\\\/fr-fr.facebook.com\\\/nicolas.laustriat\",\"https:\\\/\\\/www.instagram.com\\\/nicolas_laustriat\\\/?hl=fr\",\"https:\\\/\\\/fr.linkedin.com\\\/in\\\/nicolaslaustriat\",\"https:\\\/\\\/x.com\\\/nico_laustriat\",\"https:\\\/\\\/www.youtube.com\\\/channel\\\/UCVA3dUUiumMximc-S9GEi7w\"],\"honorificPrefix\":\"M.\",\"honorificSuffix\":\"MASTER\",\"birthDate\":\"1978-01-19\",\"gender\":\"homme\",\"knowsAbout\":[\"SEO\",\"Ereputation\",\"Digital factory\",\"multisite wordpress\"],\"knowsLanguage\":[\"Fran\u00e7ais\",\"Anglais\"],\"jobTitle\":\"Consultant digital, expert en seo et e-r\u00e9putation\",\"worksFor\":\"POLEETIC\",\"url\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/author\\\/nlaustriatgmail-com\\\/\"},{\"@type\":\"PostalAddress\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#local-main-place-address\",\"streetAddress\":\"12 r\u00e9sidence le clos guillaume\",\"addressLocality\":\"Bailly\",\"postalCode\":\"78870\",\"addressRegion\":\"Yvelines (ile de france)\",\"addressCountry\":\"FR\"},{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\\\/\\\/www.business-ereputation.com\\\/es\\\/glossary\\\/decision-del-cliente\\\/#local-main-organization-logo\",\"url\":\"https:\\\/\\\/www.business-ereputation.com\\\/wp-content\\\/uploads\\\/2023\\\/07\\\/BIG-ICONE-.jpg\",\"contentUrl\":\"https:\\\/\\\/www.business-ereputation.com\\\/wp-content\\\/uploads\\\/2023\\\/07\\\/BIG-ICONE-.jpg\",\"width\":500,\"height\":500,\"caption\":\"Business Ereputation - Expert Google My Business\"}]}<\/script>\n<meta name=\"geo.placename\" content=\"Bailly\" \/>\n<meta name=\"geo.position\" content=\"48.841214845734264;2.0753873968040737\" \/>\n<meta name=\"geo.region\" content=\"Francia\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"El arte de tomar decisiones para el cliente","description":"Optimiza tus estrategias entendiendo la toma de decisiones de los clientes para responder mejor a sus expectativas y aumentar tu tasa de conversi\u00f3n.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/","og_locale":"es_ES","og_type":"article","og_title":"Decisi\u00f3n del cliente","og_description":"Optimiza tus estrategias entendiendo la toma de decisiones de los clientes para responder mejor a sus expectativas y aumentar tu tasa de conversi\u00f3n.","og_url":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/","og_site_name":"Business Ereputation","article_publisher":"https:\/\/www.facebook.com\/business.ereputation\/","article_modified_time":"2026-09-06T16:57:28+00:00","og_image":[{"width":1920,"height":717,"url":"https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2022\/01\/Banner-google-my-business-reviews-short.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_site":"@Biz_ereputation","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#article","isPartOf":{"@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/"},"author":{"name":"Nicolas Laustriat","@id":"https:\/\/www.business-ereputation.com\/es\/#\/schema\/person\/24cbbae44e5e18f0451cdbd20fffcfea"},"headline":"Decisi\u00f3n del cliente","datePublished":"2026-08-12T06:33:14+00:00","dateModified":"2026-09-06T16:57:28+00:00","mainEntityOfPage":{"@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/"},"wordCount":1261,"publisher":{"@id":"https:\/\/www.business-ereputation.com\/es\/#organization"},"inLanguage":"es"},{"@type":["WebPage","FAQPage"],"@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/","url":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/","name":"El arte de tomar decisiones para el cliente","isPartOf":{"@id":"https:\/\/www.business-ereputation.com\/es\/#website"},"datePublished":"2026-08-12T06:33:14+00:00","dateModified":"2026-09-06T16:57:28+00:00","description":"Optimiza tus estrategias entendiendo la toma de decisiones de los clientes para responder mejor a sus expectativas y aumentar tu tasa de conversi\u00f3n.","breadcrumb":{"@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#breadcrumb"},"inLanguage":"es","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Experto en Google My Business y recopilaci\u00f3n de opiniones de clientes","item":"https:\/\/www.business-ereputation.com\/es\/"},{"@type":"ListItem","position":2,"name":"T\u00e9rminos del glosario","item":"https:\/\/www.business-ereputation.com\/es\/glossary\/"},{"@type":"ListItem","position":3,"name":"Decisi\u00f3n del cliente"}]},{"@type":"WebSite","@id":"https:\/\/www.business-ereputation.com\/es\/#website","url":"https:\/\/www.business-ereputation.com\/es\/","name":"Business Ereputation - Expert SEO & Google My Business","description":"Votre expert et solutions Google My Buisness","publisher":{"@id":"https:\/\/www.business-ereputation.com\/es\/#organization"},"alternateName":"Business Ereputation - Expert SEO & Google Business Profil","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.business-ereputation.com\/es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"es"},{"@type":["Organization","Place","ProfessionalService"],"@id":"https:\/\/www.business-ereputation.com\/es\/#organization","name":"Business Ereputation - Expert Google My Business","alternateName":"Business Ereputation - Expert Google Business Profil","url":"https:\/\/www.business-ereputation.com\/es\/","logo":{"@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#local-main-organization-logo"},"image":{"@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#local-main-organization-logo"},"sameAs":["https:\/\/www.facebook.com\/business.ereputation\/","https:\/\/x.com\/Biz_ereputation","https:\/\/www.youtube.com\/@business-ereputationexpert\/","https:\/\/www.instagram.com\/business_ereputation\/"],"description":"Business Ereputation accompagne et acculture les commerces de proximit\u00e9, les r\u00e9seaux de franchise et Groupe multi-marques \/ multi-Pays dans leur gestion de leur r\u00e9putation digitale et l\u2019outil Google My Business. Loin des services par abonnement et outils en S.A.S, notre ambition est de former et rendre autonome nos clients et que la gestion de leur E-reputation, note et avis google deviennent un automatisme, simple et rapide, du quotidien.","legalName":"Nicolas Laustriat","foundingDate":"2002-07-01","numberOfEmployees":{"@type":"QuantitativeValue","minValue":"1","maxValue":"10"},"publishingPrinciples":"https:\/\/www.business-ereputation.com\/mentions-legales\/","ownershipFundingInfo":"https:\/\/www.business-ereputation.com\/mentions-legales\/","actionableFeedbackPolicy":"https:\/\/www.business-ereputation.com\/conditions-generales-dacces-et-dutilisation\/","correctionsPolicy":"https:\/\/www.business-ereputation.com\/donnees-personnelles\/","ethicsPolicy":"https:\/\/www.business-ereputation.com\/mentions-legales\/","diversityPolicy":"https:\/\/www.business-ereputation.com\/mentions-legales\/","diversityStaffingReport":"https:\/\/www.business-ereputation.com\/mentions-legales\/","address":{"@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#local-main-place-address"},"geo":{"@type":"GeoCoordinates","latitude":"48.841214845734264","longitude":"2.0753873968040737"},"telephone":["+33766933960"],"contactPoint":{"@type":"ContactPoint","telephone":"+33766933960","email":"nicolas@business-ereputation.com"},"openingHoursSpecification":[{"@type":"OpeningHoursSpecification","dayOfWeek":["Monday","Tuesday","Wednesday","Thursday","Friday","Saturday","Sunday"],"opens":"09:00","closes":"17:00"}],"email":"nicolas@business-ereputation.com","areaServed":"france, belgium, switzerland","priceRange":"$","paymentAccepted":"cards"},{"@type":"Person","@id":"https:\/\/www.business-ereputation.com\/es\/#\/schema\/person\/24cbbae44e5e18f0451cdbd20fffcfea","name":"Nicolas Laustriat","image":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/www.business-ereputation.com\/wp-content\/litespeed\/avatar\/1e505ae83c8b16001a489425c695bdeb.jpg?ver=1788416700","url":"https:\/\/www.business-ereputation.com\/wp-content\/litespeed\/avatar\/1e505ae83c8b16001a489425c695bdeb.jpg?ver=1788416700","contentUrl":"https:\/\/www.business-ereputation.com\/wp-content\/litespeed\/avatar\/1e505ae83c8b16001a489425c695bdeb.jpg?ver=1788416700","caption":"Nicolas Laustriat"},"description":"Dipl\u00f4m\u00e9 du CESI, concepteur, int\u00e9grateur multim\u00e9dia, j\u2019ai longtemps travaill\u00e9 en free-lance d\u00e9but 2000, avant d\u2019int\u00e9grer EQUANCY, cabinet de conseil strat\u00e9gique en Marketing et Communication, o\u00f9 j\u2019ai d\u00e9ploy\u00e9 la nouvelle strat\u00e9gie de communication online de LAFARGE en 2003. Redevenu ind\u00e9pendant en 2006, mon expertise interpelle et me permet en 2009, en plus de mon activit\u00e9 de consultant digital, d\u2019int\u00e9grer la CEGOS en tant que formateur sur les modules Gestion de projet web, e-reputation et r\u00e9f\u00e9rencement. En 2010, j\u2019int\u00e8gre l\u2019INHESJ (Institut National des Hautes Etudes de la S\u00e9curit\u00e9 et la Justice) pour pr\u00e9senter aux grandes entreprises internationales l\u2019\u00e9volution des pratiques d\u2019influence online. J\u2019accompagne aussi bien des grands comptes dans l\u2019excellence de leur utilisation du m\u00e9dia Internet (bonnes pratiques, mutualisation et d\u00e9ploiement, gestion de crise etc.) que des chefs d\u2019entreprise et des marques soucieux de surveiller (et soigner) leur e-reputation ou des agences de communication (en marque blanche). T\u00e9moignages de mes clients : https:\/\/www.business-ereputation.com\/avis-clients\/","sameAs":["https:\/\/nicolas.laustriat.com","https:\/\/fr-fr.facebook.com\/nicolas.laustriat","https:\/\/www.instagram.com\/nicolas_laustriat\/?hl=fr","https:\/\/fr.linkedin.com\/in\/nicolaslaustriat","https:\/\/x.com\/nico_laustriat","https:\/\/www.youtube.com\/channel\/UCVA3dUUiumMximc-S9GEi7w"],"honorificPrefix":"M.","honorificSuffix":"MASTER","birthDate":"1978-01-19","gender":"homme","knowsAbout":["SEO","Ereputation","Digital factory","multisite wordpress"],"knowsLanguage":["Fran\u00e7ais","Anglais"],"jobTitle":"Consultant digital, expert en seo et e-r\u00e9putation","worksFor":"POLEETIC","url":"https:\/\/www.business-ereputation.com\/es\/author\/nlaustriatgmail-com\/"},{"@type":"PostalAddress","@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#local-main-place-address","streetAddress":"12 r\u00e9sidence le clos guillaume","addressLocality":"Bailly","postalCode":"78870","addressRegion":"Yvelines (ile de france)","addressCountry":"FR"},{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/www.business-ereputation.com\/es\/glossary\/decision-del-cliente\/#local-main-organization-logo","url":"https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2023\/07\/BIG-ICONE-.jpg","contentUrl":"https:\/\/www.business-ereputation.com\/wp-content\/uploads\/2023\/07\/BIG-ICONE-.jpg","width":500,"height":500,"caption":"Business Ereputation - Expert Google My Business"}]},"geo.placename":"Bailly","geo.position":{"lat":"48.841214845734264","long":"2.0753873968040737"},"geo.region":"Francia"},"_links":{"self":[{"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/glossary\/15637","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":2,"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/glossary\/15637\/revisions"}],"predecessor-version":[{"id":15684,"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/glossary\/15637\/revisions\/15684"}],"wp:attachment":[{"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/media?parent=15637"}],"wp:term":[{"taxonomy":"glossary-cat","embeddable":true,"href":"https:\/\/www.business-ereputation.com\/es\/wp-json\/wp\/v2\/glossary-cat?post=15637"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}