{"id":16059,"date":"2022-01-19T16:20:00","date_gmt":"2022-01-19T16:20:00","guid":{"rendered":"https:\/\/leger360.com\/webinaire-devoilement-de-letude-wow-2021\/"},"modified":"2024-02-09T09:50:26","modified_gmt":"2024-02-09T09:50:26","slug":"webinaire-devoilement-de-letude-wow-2021","status":"publish","type":"post","link":"https:\/\/leger360.com\/fr\/webinaire-devoilement-de-letude-wow-2021\/","title":{"rendered":"[WEBINAIRE] D\u00e9voilement de l\u2019\u00e9tude WOW 2021"},"content":{"rendered":"\n<p>L\u00e9ger, en collaboration avec le <a href=\"https:\/\/www.commercedetail.org\/\" target=\"_blank\" rel=\"noreferrer noopener\">Conseil canadien du commerce de d\u00e9tail (CCCD)<\/a>, est fi\u00e8re de pr\u00e9senter la 12<sup>e<\/sup> \u00e9dition de sa tr\u00e8s attendue <a href=\"https:\/\/leger360.com\/fr\/services\/leger\/wow\/\">\u00e9tude annuelle WOW<\/a>.<\/p>\n\n\n\n<p>V\u00e9ritable sp\u00e9cialiste de la mesure de l\u2019exp\u00e9rience client, WOW \u00e9value diff\u00e9rents indicateurs de performance propres aux commerces de d\u00e9tail. Elle r\u00e9v\u00e8le, ann\u00e9e apr\u00e8s ann\u00e9e, le classement des d\u00e9taillants qu\u00e9b\u00e9cois offrant la meilleure exp\u00e9rience client <strong>en magasin<\/strong>. En 2021, ce sont <strong>13\u00a0000 Qu\u00e9b\u00e9cois<\/strong> qui ont \u00e9t\u00e9 sond\u00e9s afin de conna\u00eetre les forces et les faiblesses de <strong>180 d\u00e9taillants<\/strong> provenant d&rsquo;une vingtaine de secteurs d\u2019activit\u00e9.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-nouveaut-2021\">NOUVEAUT\u00c9 2021<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>Une grande nouveaut\u00e9 dans l\u2019\u00e9tude WOW de 2021 est l\u2019analyse des <strong>leviers au sentiment d\u2019appartenance<\/strong>. Cette dimension de l\u2019exp\u00e9rience client en magasin est celle qui a le plus d\u2019impact sur la recommandation du d\u00e9taillant, et ce, tous secteurs confondus. Il est aussi int\u00e9ressant de souligner qu\u2019il y a une tr\u00e8s forte corr\u00e9lation entre le sentiment d\u2019appartenance et l\u2019Indice WOW (score variant de 0 \u00e0 100 et attribu\u00e9 \u00e0 chaque d\u00e9taillant selon sa performance sur 20 dimensions de l\u2019exp\u00e9rience comme la qualit\u00e9 des produits, la comp\u00e9titivit\u00e9 des prix, etc.). En effet, les meilleurs d\u00e9taillants se retrouvant dans notre palmar\u00e8s de cette ann\u00e9e sont tous tr\u00e8s bien \u00e9valu\u00e9s sur cette dimension par rapport aux autres joueurs de leur secteur.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Qu\u2019est-ce que le sentiment d\u2019appartenance?<\/h3>\n\n\n\n<p>Une personne a un sentiment d\u2019appartenance pour un d\u00e9taillant lorsqu\u2019elle s\u2019identifie \u00e0 un magasin, adh\u00e8re \u00e0 ses valeurs, sa mission, ses actions ainsi qu\u2019\u00e0 l\u2019image qu\u2019il v\u00e9hicule. Un fort sentiment donne l\u2019impression d\u2019appartenir \u00e0 une organisation, de faire partie de sa communaut\u00e9, d\u2019y \u00eatre solidaire et de contribuer \u00e0 son d\u00e9veloppement. Le sentiment d\u2019appartenance vient aussi avec une forte connexion \u00e9motionnelle avec le d\u00e9taillant et se traduit par un engagement (fid\u00e9lit\u00e9, recommandation, etc.).<\/p>\n\n\n\n<p>D\u00e9velopper le sentiment d\u2019appartenance avec sa client\u00e8le est donc, pour un d\u00e9taillant, une bonne strat\u00e9gie pour optimiser l\u2019exp\u00e9rience en magasin et en r\u00e9colter tous les avantages.<\/p>\n\n\n\n<p>Alors, comment d\u00e9velopper un sentiment d\u2019appartenance avec ses clients?<\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">WEBINAIRE<\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p>Pour le d\u00e9couvrir, (r\u00e9)\u00e9coutez notre webinaire exclusif ci-dessous! Nos experts y r\u00e9v\u00e8lent les 13 leviers potentiels au sentiment d\u2019appartenance, et identifient les d\u00e9taillants les mieux not\u00e9s sur cette dimension de l\u2019exp\u00e9rience client.<\/p>\n\n\n\n<p>Le webinaire est mod\u00e9r\u00e9 par Michel Rochette, pr\u00e9sident, CCCD Qu\u00e9bec, et pr\u00e9sent\u00e9 par Christian Bourque, vice-pr\u00e9sident ex\u00e9cutif, L\u00e9ger, et H\u00e9l\u00e8ne Cr\u00e9pin, vice-pr\u00e9sidente, consommation, L\u00e9ger, qui y d\u00e9voilent \u00e9galement les r\u00e9sultats de l&rsquo;\u00e9tude <strong>WOW Num\u00e9rique<\/strong> \u00e9valuant l\u2019exp\u00e9rience client en ligne (du magasinage en ligne \u00e0 la livraison).<\/p>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large is-resized\"><a href=\"https:\/\/youtu.be\/qheZmNyVd8A\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/leger360.com\/wp-content\/uploads\/2024\/02\/Pub-WOW-FR_2022-01-19-1024x614.jpg\" alt=\"D\u00e9voilement de l\u2019\u00e9tude WOW 2021\" class=\"wp-image-33596\" width=\"600\"\/><\/a><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><a href=\"https:\/\/youtu.be\/qheZmNyVd8A\" target=\"_blank\" rel=\"noreferrer noopener\"><center>CLIQUEZ ICI POUR VISIONNER LE WEBINAIRE<\/center><\/a><\/h2>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">VOULEZ-VOUS SAVOIR QUELS D\u00c9TAILLANTS ONT OFFERT LA MEILLEURE EXP\u00c9RIENCE CLIENT EN MAGASIN EN ONTARIO? <a href=\"https:\/\/leger360.com\/events\/webinar-unveiling-of-the-2021-wow-study\/\">VISIONNEZ NOTRE AUTRE WEBINAIRE EN CLIQUANT ICI<\/a> (<em>CE WEBINAIRE EST OFFERT EN ANGLAIS SEULEMENT<\/em>).<\/h3>\n","protected":false},"excerpt":{"rendered":"<p>L\u00e9ger, en collaboration avec le Conseil canadien du commerce de d\u00e9tail (CCCD), est fi\u00e8re de pr\u00e9senter la 12e \u00e9dition de sa tr\u00e8s attendue \u00e9tude annuelle WOW. V\u00e9ritable sp\u00e9cialiste de la mesure de l\u2019exp\u00e9rience client, WOW \u00e9value diff\u00e9rents indicateurs de performance propres aux commerces de d\u00e9tail. Elle r\u00e9v\u00e8le, ann\u00e9e apr\u00e8s ann\u00e9e, le classement des d\u00e9taillants qu\u00e9b\u00e9cois [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":7839,"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":[64],"post_language_cat":[39],"class_list":["post-16059","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-market-intelligence","tag-wow","post_language_cat-fr-market-intelligence"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.6 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>[WEBINAIRE] D\u00e9voilement de l\u2019\u00e9tude WOW 2021 - 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\/webinaire-devoilement-de-letude-wow-2021\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"[WEBINAIRE] D\u00e9voilement de l\u2019\u00e9tude WOW 2021\" \/>\n<meta property=\"og:description\" content=\"L\u00e9ger, en collaboration avec le Conseil canadien du commerce de d\u00e9tail (CCCD), est fi\u00e8re de pr\u00e9senter la 12e \u00e9dition de sa tr\u00e8s attendue \u00e9tude annuelle WOW. V\u00e9ritable sp\u00e9cialiste de la mesure de l\u2019exp\u00e9rience client, WOW \u00e9value diff\u00e9rents indicateurs de performance propres aux commerces de d\u00e9tail. Elle r\u00e9v\u00e8le, ann\u00e9e apr\u00e8s ann\u00e9e, le classement des d\u00e9taillants qu\u00e9b\u00e9cois [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/leger360.com\/fr\/webinaire-devoilement-de-letude-wow-2021\/\" \/>\n<meta property=\"og:site_name\" content=\"Leger\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/leger360\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-01-19T16:20:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-02-09T09:50:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/leger360.com\/wp-content\/uploads\/2024\/02\/wowpinkbackground-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1600\" \/>\n\t<meta property=\"og:image:height\" content=\"390\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Jason Anthony\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@leger360\" \/>\n<meta name=\"twitter:site\" content=\"@leger360\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jason Anthony\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimation du temps de lecture\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/webinaire-devoilement-de-letude-wow-2021\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/webinaire-devoilement-de-letude-wow-2021\\\/\"},\"author\":{\"name\":\"Jason Anthony\",\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/#\\\/schema\\\/person\\\/34dfccb7aa46dcd4085221008ca51ac9\"},\"headline\":\"[WEBINAIRE] D\u00e9voilement de l\u2019\u00e9tude WOW 2021\",\"datePublished\":\"2022-01-19T16:20:00+00:00\",\"dateModified\":\"2024-02-09T09:50:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/webinaire-devoilement-de-letude-wow-2021\\\/\"},\"wordCount\":530,\"publisher\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/webinaire-devoilement-de-letude-wow-2021\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/leger360.com\\\/wp-content\\\/uploads\\\/2024\\\/02\\\/wowpinkbackground-1.jpg\",\"keywords\":[\"WOW\"],\"articleSection\":[\"Market intelligence\"],\"inLanguage\":\"fr-CA\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/leger360.com\\\/fr\\\/webinaire-devoilement-de-letude-wow-2021\\\/\",\"url\":\"https:\\\/\\\/leger360.com\\\/fr\\\/webinaire-devoilement-de-letude-wow-2021\\\/\",\"name\":\"[WEBINAIRE] D\u00e9voilement de l\u2019\u00e9tude WOW 2021 - 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