{"id":14427,"date":"2020-06-05T15:14:35","date_gmt":"2020-06-05T15:14:35","guid":{"rendered":"https:\/\/leger360.com\/isabelle-blanchet-impact-de-la-covid-19-sur-experience-client\/"},"modified":"2024-02-09T08:56:27","modified_gmt":"2024-02-09T08:56:27","slug":"isabelle-blanchet-impact-de-la-covid-19-sur-experience-client","status":"publish","type":"post","link":"https:\/\/leger360.com\/fr\/isabelle-blanchet-impact-de-la-covid-19-sur-experience-client\/","title":{"rendered":"Isabelle Blanchet se prononce sur l’impact de la COVID-19 sur le CX"},"content":{"rendered":"

15 experts qu\u00e9b\u00e9cois de l\u2019exp\u00e9rience client s\u2019expriment sur l\u2019importance d\u2019acc\u00e9l\u00e9rer les d\u00e9marches exp\u00e9rience client pour faire face \u00e0 la crise li\u00e9e au COVID-19<\/h3>\n

\u00ab La COVID laissera trois types de consommateurs et employ\u00e9s, les hyper-craintifs, ceux qui sont press\u00e9s d’agir comme avant et ceux qui accueilleront les changements. \u00bb<\/em><\/p><\/blockquote>\n

L’\u00e9quipe du CXPA Montr\u00e9al<\/strong> (Customer Experience Professional Association<\/em>), qui organise depuis 2 ans des \u00e9v\u00e9nements avec de nombreux professionnels de l’exp\u00e9rience client au Qu\u00e9bec, a d\u00e9cid\u00e9 de lancer une initiative pour permettre de partager le point de vue de quinze experts sur le r\u00f4le de l’exp\u00e9rience client dans le contexte de la crise sanitaire que nous connaissons actuellement.<\/p>\n

\"\"<\/p>\n

Parmi ces experts, Isabelle Blanchet<\/strong><\/a>, vice-pr\u00e9sidente, exp\u00e9rience client chez L\u00e9ger, nous livre ses impressions :<\/p>\n

\u00ab Nous avons mis les activit\u00e9s de conseil CX en veille le premier mois de confinement, le temps que nos clients s’ajustent \u00e0 cette situation sans pr\u00e9c\u00e9dent. Les informer que nous restions disponibles pour la reprise de leurs projets nous semblait appropri\u00e9. Du c\u00f4t\u00e9 des programmes de Voix du Client, L\u00e9ger a rapidement num\u00e9ris\u00e9 son centre d’appels, assurant ainsi aux clients misant autant sur des sondages t\u00e9l\u00e9phoniques que web de conserver le m\u00eame profil de r\u00e9pondants dans le temps. Pour les clients d\u00e9taillants, les questionnaires d’achats en succursale ont \u00e9t\u00e9 ajust\u00e9s \u00e0 la pand\u00e9mie, ainsi que l’insight qui en d\u00e9coule, afin de refl\u00e9ter leur nouvelle r\u00e9alit\u00e9 physique\/num\u00e9rique.<\/p>\n

Accompagnant les entreprises dans la connaissance de leur client\u00e8le et l’ex\u00e9cution de la promesse de marque, je me pr\u00e9pare \u00e0 c\u00f4toyer deux types de clients post-COVID, ceux qui feront \u00e9voluer leurs mesures vers des processus officiels, et ceux qui devront se r\u00e9inventer rapidement, simplement pour survivre. Les projets propos\u00e9s seront judicieusement choisis et viseront plus que jamais le retour sur investissement.<\/p>\n

La COVID laissera trois types de consommateurs et employ\u00e9s, les hyper-craintifs (jamais assez s\u00e9curitaire), ceux qui sont press\u00e9s d’agir comme avant (pr\u00e9cautions = irritants) et ceux qui accueilleront les changements. Dans cette perspective, les piliers Culture, Strat\u00e9gie et Design devront, sans \u00eatre repens\u00e9s en entier, \u00eatre align\u00e9s en fonction des r\u00e9alit\u00e9s de chacun. De plus, introduire la pratique Close the loop<\/em>, m\u00eame sans programme de Voix du Client, leur sera recommand\u00e9, surtout sur l\u2019aspect s\u00e9curit\u00e9.<\/p>\n

Demain, le contact humain sera r\u00e9serv\u00e9 aux proches et l’application des normes sanitaires sera un avantage concurrentiel: le respect de l’espace personnel et le sentiment de s\u00e9curit\u00e9 seront des crit\u00e8res de s\u00e9lection. \u00bb<\/p>\n

D\u00e9couvrez-en davantage sur cette prise de parole en t\u00e9l\u00e9chargeant le document ci-dessous.<\/h3>\n","protected":false},"excerpt":{"rendered":"

15 experts qu\u00e9b\u00e9cois de l\u2019exp\u00e9rience client s\u2019expriment sur l\u2019importance d\u2019acc\u00e9l\u00e9rer les d\u00e9marches exp\u00e9rience client pour faire face \u00e0 la crise li\u00e9e au COVID-19 \u00ab La COVID laissera trois types de consommateurs et employ\u00e9s, les hyper-craintifs, ceux qui sont press\u00e9s d’agir comme avant et ceux qui accueilleront les changements. \u00bb L’\u00e9quipe du CXPA Montr\u00e9al (Customer Experience […]<\/p>\n","protected":false},"author":2,"featured_media":14432,"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":[35],"tags":[58],"post_language_cat":[42],"class_list":["post-14427","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-in-the-news","tag-experience-client","post_language_cat-fr-in-the-news"],"acf":[],"yoast_head":"\nIsabelle Blanchet se prononce sur l'impact de la COVID-19 sur le CX - 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