{"id":14328,"date":"2020-04-01T10:00:40","date_gmt":"2020-04-01T10:00:40","guid":{"rendered":"https:\/\/leger360.com\/lexperience-client-en-periode-de-crise-6-actions-a-mettre-en-place\/"},"modified":"2024-02-09T08:52:57","modified_gmt":"2024-02-09T08:52:57","slug":"lexperience-client-en-periode-de-crise-6-actions-a-mettre-en-place","status":"publish","type":"post","link":"https:\/\/leger360.com\/fr\/lexperience-client-en-periode-de-crise-6-actions-a-mettre-en-place\/","title":{"rendered":"L\u2019exp\u00e9rience client en p\u00e9riode de crise : 6 actions \u00e0 mettre en place"},"content":{"rendered":"<p>Deux choix s\u2019offrent \u00e0 vous afin de traverser une p\u00e9riode difficile\u202f: subir une situation ou agir pour s\u2019adapter. Et m\u00eame en passant \u00e0\u202fl\u2019action, une telle p\u00e9riode de crise peut occasionner une baisse des activit\u00e9s et\/ou des revenus pour votre entreprise. Il faut donc balancer sa strat\u00e9gie d\u00e9fensive sur le court-terme et sa strat\u00e9gie offensive en vue du \u00ab\u202fapr\u00e8s\u202f\u00bb.<\/p>\n<p>Puisque votre client\u00e8le demeure l\u2019un de vos actifs les plus pr\u00e9cieux, il est primordial de maintenir une bonne relation avec elle. Voici <strong>six suggestions<\/strong> pour g\u00e9rer efficacement vos relations clients lors de situations exceptionnelles :<\/p>\n<h3>1. Restez fid\u00e8le \u00e0 vos valeurs et \u00e0 votre promesse de marque<\/h3>\n<p>Malgr\u00e9 les d\u00e9cisions difficiles que vous devrez prendre, ne d\u00e9valuez pas votre promesse de marque. Vos clients doivent reconna\u00eetre l\u2019essence de votre entreprise dans vos choix, actions et communications.<\/p>\n<ul>\n<li>Au besoin, ajustez votre parcours client et vos processus d\u2019affaires selon le contexte, tout en maintenant votre promesse de marque. Les techniques de \u00ab\u202fdesign thinking\u202f\u00bb avec des s\u00e9ances d\u2019id\u00e9ation en ligne sauront vous aider pour ce type d\u2019exercice.<\/li>\n<\/ul>\n<h3>2. Communiquez r\u00e9guli\u00e8rement<\/h3>\n<p>Travaillez avec vos \u00e9quipes des communications et relations publiques afin de maintenir les canaux de communication ouverts, adapt\u00e9s et cons\u00e9quents avec votre image de marque. Dans le contexte actuel de pand\u00e9mie, il peut \u00eatre n\u00e9cessaire de communiquer tous les jours ou au minimum deux fois par semaine.<\/p>\n<h3>3. Restez \u00e0 l\u2019\u00e9coute de vos clients<\/h3>\n<p>Maintenez votre programme \u00ab\u202fVoix du Client\u202f\u00bb actif et pertinent en modulant les points de contacts et la m\u00e9thode de collecte au besoin.<\/p>\n<ul>\n<li>Par exemple, \u00e9tendez la mesure de satisfaction aux transactions effectu\u00e9es en ligne ainsi qu\u2019au support fourni par le centre de service \u00e0 la client\u00e8le, m\u00eame si vous privil\u00e9giez habituellement les transactions en magasin.<\/li>\n<li>Ajustez vos questions selon le contexte actuel et consultez vos clients afin de conna\u00eetre leurs attentes pendant et apr\u00e8s la crise.<\/li>\n<\/ul>\n<h3>4. Identifiez les opportunit\u00e9s<\/h3>\n<p>Profitez des activit\u00e9s r\u00e9duites pour revoir certaines fa\u00e7ons de faire et explorer des solutions d\u2019optimisation (commun\u00e9ment appel\u00e9es \u00ab\u202fquick fixes\u202f\u00bb).<\/p>\n<ul>\n<li>Analysez en continu vos r\u00e9sultats de sondage et les commentaires re\u00e7us de la part de vos clients.<\/li>\n<li>Optimisez votre parcours client en vue de la reprise des activit\u00e9s.<\/li>\n<li>Les outils Voix du Client (VoC), les panels et communaut\u00e9s en ligne sont de bonnes sources d\u2019information continue lors de situations de crise.<\/li>\n<\/ul>\n<h3>5. Consultez vos employ\u00e9s<\/h3>\n<p>Vos employ\u00e9s repr\u00e9sentent une source importante d\u2019information pouvant vous apporter une perspective nouvelle sur vos activit\u00e9s, ce qui vous permettra certainement d\u2019optimiser vos fa\u00e7ons de faire.<\/p>\n<ul>\n<li>Utilisez les panels ou communaut\u00e9s en ligne comme outils de collecte et de diffusion de l\u2019information.<\/li>\n<li>Ajustez les processus et b\u00e2tissez des outils et du contenu de formation qui accompagneront vos employ\u00e9s au retour des activit\u00e9s.<\/li>\n<\/ul>\n<h3>6. Consultez vos partenaires et fournisseurs<\/h3>\n<p>Vos partenaires d\u2019affaires peuvent aussi vivre de l\u2019ins\u00e9curit\u00e9 face \u00e0 une situation exceptionnelle. Profitez de ce moment pour discuter avec eux de l\u2019efficacit\u00e9 des processus et de leur exp\u00e9rience g\u00e9n\u00e9rale avec votre entreprise.<\/p>\n<p>Ces initiatives vous permettront de maintenir une relation active avec votre client\u00e8le, employ\u00e9s et partenaires commerciaux, et ce en p\u00e9riode de crise tout comme au retour des activit\u00e9s normales. Une approche gagnant-gagnant !<\/p>\n<hr>\n<h3 style=\"text-align: left;\">WEBINAIRE &#8211; Communaut\u00e9s en ligne: engagez vos clients et vos employ\u00e9s pendant la crise<\/h3>\n<p style=\"text-align: left;\"><img decoding=\"async\" class=\"wp-image-24065 size-full aligncenter\" src=\"https:\/\/leger360.com\/wp-content\/uploads\/2024\/02\/webinaire-fr-courriel.png\" alt=\"\" width=\"800\" height=\"310\"><\/p>\n<p style=\"text-align: left;\">L\u00e9ger poss\u00e8de des solutions technologiques vous permettant de mesurer, comprendre et interagir avec votre client\u00e8le en ligne et en temps r\u00e9el.<\/p>\n<p style=\"text-align: left;\"><strong>\u00c9couter notre webinaire gratuit sur le sujet en cliquant sur le bouton ci-dessous.\u00a0<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Deux choix s\u2019offrent \u00e0 vous afin de traverser une p\u00e9riode difficile\u202f: subir une situation ou agir pour s\u2019adapter. Et m\u00eame en passant \u00e0\u202fl\u2019action, une telle p\u00e9riode de crise peut occasionner une baisse des activit\u00e9s et\/ou des revenus pour votre entreprise. Il faut donc balancer sa strat\u00e9gie d\u00e9fensive sur le court-terme et sa strat\u00e9gie offensive en [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":8102,"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":[34],"tags":[58],"post_language_cat":[39],"class_list":["post-14328","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-market-intelligence","tag-experience-client","post_language_cat-fr-market-intelligence"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>L\u2019exp\u00e9rience client en p\u00e9riode de crise : 6 actions \u00e0 mettre en place - 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\/lexperience-client-en-periode-de-crise-6-actions-a-mettre-en-place\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L\u2019exp\u00e9rience client en p\u00e9riode de crise : 6 actions \u00e0 mettre en place\" \/>\n<meta property=\"og:description\" content=\"Deux choix s\u2019offrent \u00e0 vous afin de traverser une p\u00e9riode difficile\u202f: subir une situation ou agir pour s\u2019adapter. Et m\u00eame en passant \u00e0\u202fl\u2019action, une telle p\u00e9riode de crise peut occasionner une baisse des activit\u00e9s et\/ou des revenus pour votre entreprise. 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