{"id":14220,"date":"2019-11-06T00:00:37","date_gmt":"2019-11-06T00:00:37","guid":{"rendered":"https:\/\/leger360.com\/etude-wow-2019-palmares-des-meilleurs-detaillants-au-quebec\/"},"modified":"2019-11-06T00:00:37","modified_gmt":"2019-11-06T00:00:37","slug":"etude-wow-2019-palmares-des-meilleurs-detaillants-au-quebec","status":"publish","type":"post","link":"https:\/\/leger360.com\/fr\/etude-wow-2019-palmares-des-meilleurs-detaillants-au-quebec\/","title":{"rendered":"\u00c9tude WOW 2019 : palmar\u00e8s des meilleurs d\u00e9taillants au Qu\u00e9bec"},"content":{"rendered":"

Une \u00e9tude compl\u00e8te et pertinente sur l’exp\u00e9rience client<\/h3>\n

Comment maintenir et d\u00e9velopper votre client\u00e8le ? <\/em>Quelles sont vos forces et vos faiblesses, ainsi que celles de vos concurrents ?\u00a0<\/em><\/p>\n

Depuis 10 ans, l’\u00e9tude syndiqu\u00e9e WOW<\/a> est la sp\u00e9cialiste de la mesure de l’exp\u00e9rience client en magasin. Elle \u00e9value notamment les irritants majeurs, l’uniformit\u00e9 du r\u00e9seau, les commentaires des clients, ainsi que le r\u00f4le du site Web dans l’exp\u00e9rience des consommateurs en magasin chez 282 d\u00e9taillants du Qu\u00e9bec. Cette ann\u00e9e, chaque d\u00e9taillant a \u00e9t\u00e9 \u00e9valu\u00e9 par 400 de ses clients r\u00e9cents \u00e2g\u00e9s de 15 et plus, de septembre \u00e0 octobre 2019.<\/p>\n

\n
Ces d\u00e9taillants se sont vu attribuer un score, l’indice WOW, variant de 0 \u00e0 100 et calcul\u00e9 en fonction de 16 dimensions de l’exp\u00e9rience client :<\/h5>\n
    \n
  • la qualit\u00e9 des produits;<\/li>\n
  • la vari\u00e9t\u00e9 des produits;<\/li>\n
  • le dynamisme et l’innovation;<\/li>\n
  • la comp\u00e9titivit\u00e9 des prix;<\/li>\n
  • les activit\u00e9s promotionnelles;<\/li>\n
  • la courtoisie des employ\u00e9s;<\/li>\n
  • la comp\u00e9tence des employ\u00e9s;<\/li>\n
  • la disponibilit\u00e9 des employ\u00e9s;<\/li>\n
  • l’efficacit\u00e9 aux caisses;<\/li>\n
  • l’importance accord\u00e9e aux clients;<\/li>\n
  • l’ambiance dans le magasin;<\/li>\n
  • l’am\u00e9nagement des lieux;<\/li>\n
  • la signalisation;<\/li>\n
  • l’affichage en magasin;<\/li>\n
  • le sentiment d’appartenance;<\/li>\n
  • les mesures de fid\u00e9lisation.<\/li>\n<\/ul>\n<\/blockquote>\n

    Pour une deuxi\u00e8me ann\u00e9e cons\u00e9cutive, notre \u00e9tude WOW Num\u00e9rique mesure quant \u00e0 elle l’exp\u00e9rience client en ligne. En 2019, ce sont 112 d\u00e9taillants poss\u00e9dant un site Web ou une application mobile qui ont \u00e9t\u00e9 \u00e9valu\u00e9s par 400 de leurs visiteurs, de septembre \u00e0 octobre, selon 14 dimensions.<\/p>\n

    \n
    L\u2019indice WOW Num\u00e9rique est issu de la performance d\u2019un site Web ou d\u2019une application mobile sur 14 dimensions d\u2019exp\u00e9rience client en ligne non transactionnelles :<\/h5>\n
      \n
    • look and feel<\/em>;<\/li>\n
    • coh\u00e9rence avec l’image de marque;<\/li>\n
    • vari\u00e9t\u00e9 de produits et services;<\/li>\n
    • d\u00e9couverte de nouveaut\u00e9s;<\/li>\n
    • prix comp\u00e9titifs;<\/li>\n
    • navigation;<\/li>\n
    • recherche d’information;<\/li>\n
    • personnalisation de l’exp\u00e9rience;<\/li>\n
    • information et autonomie;<\/li>\n
    • inspirations et conseils;<\/li>\n
    • \u00e9valuation de consommateurs ou d’experts;<\/li>\n
    • support en ligne;<\/li>\n
    • moyens de fid\u00e9lisation;<\/li>\n
    • transition entre les canaux.<\/li>\n<\/ul>\n<\/blockquote>\n

      D\u00e9couvrez le palmar\u00e8s 2019 des meilleurs d\u00e9taillants qu\u00e9b\u00e9cois offrant une exp\u00e9rience client plus que\u00a0\u00ab\u00a0WOW \u00bb dans le document ci-dessous, en plus des d\u00e9taillants canadiens offrant les meilleures exp\u00e9riences en ligne selon notre nouvelle \u00e9tude, le WOW Num\u00e9rique !<\/h3>\n

      Bonne lecture!<\/p>\n","protected":false},"excerpt":{"rendered":"

      Une \u00e9tude compl\u00e8te et pertinente sur l’exp\u00e9rience client Comment maintenir et d\u00e9velopper votre client\u00e8le ? Quelles sont vos forces et vos faiblesses, ainsi que celles de vos concurrents ?\u00a0 Depuis 10 ans, l’\u00e9tude syndiqu\u00e9e WOW est la sp\u00e9cialiste de la mesure de l’exp\u00e9rience client en magasin. Elle \u00e9value notamment les irritants majeurs, l’uniformit\u00e9 du r\u00e9seau, […]<\/p>\n","protected":false},"author":2,"featured_media":14224,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","content-type":"","inline_featured_image":false,"footnotes":""},"categories":[876],"tags":[],"post_language_cat":[39],"class_list":["post-14220","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-expertise-de-marche","post_language_cat-fr-market-intelligence"],"acf":[],"yoast_head":"\n\u00c9tude WOW 2019 : palmar\u00e8s des meilleurs d\u00e9taillants au Qu\u00e9bec - Leger<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/leger360.com\/fr\/etude-wow-2019-palmares-des-meilleurs-detaillants-au-quebec\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c9tude WOW 2019 : palmar\u00e8s des meilleurs d\u00e9taillants au Qu\u00e9bec\" \/>\n<meta property=\"og:description\" content=\"Une \u00e9tude compl\u00e8te et pertinente sur l’exp\u00e9rience client Comment maintenir et d\u00e9velopper votre client\u00e8le ? 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