{"id":1302,"date":"2014-10-03T11:09:58","date_gmt":"2014-10-03T11:09:58","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2014-10-03T11:09:58","modified_gmt":"2014-10-03T11:09:58","slug":"be-proactive-in-building-valuable-customer-loyalty","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/fr\/be-proactive-in-building-valuable-customer-loyalty\/","title":{"rendered":"Soyez proactif pour fid\u00e9liser efficacement vos clients"},"content":{"rendered":"
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3 octobre 2014<\/p>\n

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Par , contributeur de TMCnet<\/div>\n<\/div>\n

Chaque fois qu\u2019un centre de contact interagit avec un client, l\u2019objectif principal (bien s\u00fbr) est de r\u00e9pondre \u00e0 sa question ou de r\u00e9soudre son probl\u00e8me. Si cela doit rester la priorit\u00e9 num\u00e9ro un, il existe un autre objectif, plus subtil : fid\u00e9liser le client et s\u2019assurer qu\u2019il revienne. Si certaines entreprises ma\u00eetrisent parfaitement la premi\u00e8re t\u00e2che, le deuxi\u00e8me objectif s\u2019av\u00e8re bien plus difficile \u00e0 atteindre. \u201c Satisfaire les clients \u201d ne rel\u00e8ve pas d\u2019une recette toute faite ni d\u2019une liste de contr\u00f4le \u00e0 suivre.<\/p>\n

\u201c Les clients veulent vivre une exp\u00e9rience exceptionnelle et n'h\u00e9siteront pas \u00e0 se tourner vers une autre entreprise pour l'obtenir \u201d, a \u00e9crit Lisa Ford, consultante en service client et autrice. \u201c La m\u00e9diocrit\u00e9 vous fera perdre des clients. Dans une r\u00e9cente enqu\u00eate men\u00e9e par Forrester Research ( \u2013 ), 76 % des dirigeants ont d\u00e9clar\u00e9 vouloir se d\u00e9marquer gr\u00e2ce \u00e0 l'exp\u00e9rience client. Cependant, la majorit\u00e9 d'entre eux affirment qu'aucune strat\u00e9gie ni aucun budget pr\u00e9cis n'ont \u00e9t\u00e9 d\u00e9finis pour soutenir cet objectif. \u201d<\/p>\n

Bien qu'il n'existe pas de strat\u00e9gie universelle pour fid\u00e9liser la client\u00e8le \u2013 cela d\u00e9pend de votre client\u00e8le et de votre activit\u00e9 \u2013, certains points communs se d\u00e9gagent.<\/p>\n

Autonomie ( \u2013 ) des agents.<\/em><\/strong> Personne n\u2019aime qu\u2019on lui lise un script. Les clients qui pensent que les agents sont incapables de faire preuve d\u2019initiative pour r\u00e9soudre leurs probl\u00e8mes n\u2019auront gu\u00e8re confiance dans le r\u00e9sultat. Les agents en contact direct avec la client\u00e8le comprennent probablement les clients au moins aussi bien que le service marketing ou la direction de l\u2019entreprise. Laissez-les faire preuve d\u2019initiative pour r\u00e9soudre les probl\u00e8mes des clients, et il y a fort \u00e0 parier que les interactions deviendront plus personnalis\u00e9es\u2026 C\u2019est l\u00e0 la marque d\u2019une bonne interaction client. Cela contribuera \u00e9galement \u00e0 renforcer l\u2019engagement des employ\u00e9s. Personne ne souhaite faire le travail d\u2019un robot sans cervelle.<\/p>\n

Une v\u00e9ritable int\u00e9gration multicanal.<\/em><\/strong> On l'a r\u00e9p\u00e9t\u00e9 mille et une fois, mais les entreprises qui ne disposent pas d'une v\u00e9ritable int\u00e9gration entre leurs canaux multim\u00e9dias ne seront pas en mesure d'offrir une exp\u00e9rience client de qualit\u00e9.<\/p>\n

\u201c Les meilleures entreprises s\u2019efforcent de \u2018fusionner\u2019 les informations provenant des diff\u00e9rents canaux auxquels le client a acc\u00e8s \u201d, a \u00e9crit Ford. \u201c Ne laissez pas un seul point de contact \u00eatre la raison pour laquelle ils vous quittent. Les clients ont des attentes \u00e9lev\u00e9es quant \u00e0 la coh\u00e9rence de leur exp\u00e9rience, quel que soit le canal qu\u2019ils choisissent. \u201d<\/p>\n

Soyez proactif.<\/em><\/strong> Avec un peu de r\u00e9flexion (et l\u2019aide d\u2019outils d\u2019analyse et de bases de donn\u00e9es centralis\u00e9es), il est possible d\u2019anticiper les besoins des clients avant m\u00eame qu\u2019ils ne sachent eux-m\u00eames ce dont ils ont besoin. Contactez vos clients par t\u00e9l\u00e9phone ou par SMS lorsque vous savez que vous pouvez les aider. Ils auront ainsi le sentiment que votre entreprise les \u201c comprend \u201d, ce qui constitue un excellent moyen de fid\u00e9liser la client\u00e8le.<\/p>\n

Il ne suffit pas de r\u00e9soudre les probl\u00e8mes des clients. Une entreprise en contact direct avec la client\u00e8le qui r\u00e9ussit accorde de l\u2019importance \u00e0 ses clients et leur t\u00e9moigne cette reconnaissance \u00e0 chaque occasion. Une meilleure compr\u00e9hension des difficult\u00e9s auxquelles les clients sont confront\u00e9s aujourd\u2019hui \u2013 et la mise en \u0153uvre de mesures fond\u00e9es sur cette compr\u00e9hension \u2013 contribuera grandement \u00e0 fid\u00e9liser cette client\u00e8le si importante.<\/p>\n

\u00c9dit\u00e9 par <\/p>\n<\/div>\n

<\/p>\n

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

October 03, 2014 By , TMCnet Contributor Each time a contact center interacts with a customer, the primary goal (of course) is to answer the customer’s question or resolve a problem. While this should be goal number one, there is another, more subtle goal: build customer loyalty and ensure that individual keeps coming back. While […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1302","post","type-post","status-publish","format-standard","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1302","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/comments?post=1302"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/posts\/1302\/revisions"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/media?parent=1302"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/categories?post=1302"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/fr\/wp-json\/wp\/v2\/tags?post=1302"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}