{"id":3463,"date":"2018-01-04T10:00:12","date_gmt":"2018-01-04T09:00:12","guid":{"rendered":"http:\/\/speedqueeninvestor.com\/comment-ameliorer-lexperience-client\/"},"modified":"2019-10-09T12:29:53","modified_gmt":"2019-10-09T10:29:53","slug":"comment-ameliorer-lexperience-client","status":"publish","type":"post","link":"https:\/\/speedqueeninvestor.com\/fr\/conseils-pro\/comment-ameliorer-lexperience-client\/","title":{"rendered":"Comment am\u00e9liorer l&rsquo;exp\u00e9rience client"},"content":{"rendered":"<p>L\u2019exp\u00e9rience client est l\u2019ensemble des \u00e9motions et opinions d\u2019un client \u00e0 l\u2019\u00e9gard d\u2019une marque, d\u2019un produit et\/ou d\u2019un service. Plus les attentes&nbsp;d\u2019un&nbsp;client seront satisfaites, plus&nbsp;son&nbsp;exp\u00e9rience sera bonne.&nbsp;<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p>Cette exp\u00e9rience&nbsp;se construit au quotidien, au&nbsp;fil de milliers d\u2019interactions hebdomadaires, que ce soit en ligne ou en magasin. Elle est faite de petites attentions, non de quelques coups d\u2019\u00e9clat. Speed Queen sait que l\u2019exp\u00e9rience client est le levier de toutes fid\u00e9lisations\u202f:&nbsp;c\u2019est pourquoi l\u2019exp\u00e9rience client&nbsp;est au c\u0153ur de&nbsp;notre&nbsp;philosophie.&nbsp;<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<h2 class=\"h2\">Une r\u00e9elle compr\u00e9hension du client<\/h2>\n<p>Vous ne pourrez pas am\u00e9liorer significativement l\u2019exp\u00e9rience client tant que vous ne saurez pas quelle est votre client\u00e8le cible et quelles sont ses attentes.&nbsp;Faites donc des \u00e9tudes de march\u00e9 et des sondages pour mieux cerner votre public et recueillir&nbsp;les&nbsp;avis&nbsp;des consommateurs.&nbsp;Vous d\u00e9tecterez tr\u00e8s vite les axes d\u2019am\u00e9lioration, mais aussi vos forces.&nbsp;<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<h2 class=\"h2\">Une offre qui r\u00e9pond \u00e0 un besoin<\/h2>\n<p>Votre produit ou service doit r\u00e9pondre \u00e0 un besoin, aussi&nbsp;pr\u00e9cis\u00e9ment et rapidement&nbsp;que&nbsp;possible. Personne n\u2019aime attendre, encore moins pour recevoir un service de pi\u00e8tre qualit\u00e9.&nbsp;<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p>Dans une laverie libre-service, tout est automatis\u00e9. Le client est donc livr\u00e9 \u00e0 lui-m\u00eame\u202f: la qualit\u00e9 et la fonctionnalit\u00e9 de l\u2019\u00e9quipement joue&nbsp;alors&nbsp;un r\u00f4le de premier plan. Le cycle&nbsp;de lavage\/s\u00e9chage&nbsp;doit \u00eatre rapide et garantir un rendu&nbsp;irr\u00e9prochable.&nbsp;<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p>Misez toujours sur le meilleur mat\u00e9riel du march\u00e9 pour am\u00e9liorer l\u2019exp\u00e9rience client.<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<h2 class=\"h2\">Un comportement professionnel<\/h2>\n<p>L\u2019offre seule ne suffit \u00e0 am\u00e9liorer l\u2019exp\u00e9rience client. Encore faut-il que celle ou celui qui repr\u00e9sente&nbsp;l\u2019offre&nbsp;sache&nbsp;agir&nbsp;avec professionnalisme.&nbsp;C\u2019est-\u00e0-dire avec entrain et r\u00e9activit\u00e9\u202f: que ce soit en&nbsp;face-\u00e0-face&nbsp;ou au t\u00e9l\u00e9phone, soyez volontaire et dispos\u00e9 \u00e0 \u00e9couter pour mieux servir le client.&nbsp;<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<p>La&nbsp;relation client&nbsp;doit \u00eatre&nbsp;omnipr\u00e9sente, m\u00eame dans le cas d\u2019une laverie 100% automatis\u00e9e. La communication papier et digitale&nbsp;doit anticiper au maximum les doutes et questions des utilisateurs. C\u2019est le cas des laveries Speed Queen, o\u00f9 chaque instruction est claire et l\u2019information pratique toujours accessible.&nbsp;<span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">&nbsp;<\/span><\/p>\n<h2 style=\"font-size: 14px !important; line-height: 170%; text-align: justify;\"><\/h2>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019exp\u00e9rience client est l\u2019ensemble des \u00e9motions et opinions d\u2019un client \u00e0 l\u2019\u00e9gard d\u2019une marque, d\u2019un produit et\/ou d\u2019un service. Plus les attentes&nbsp;d\u2019un&nbsp;client seront satisfaites, plus&nbsp;son&nbsp;exp\u00e9rience sera bonne.&nbsp;&nbsp; Cette exp\u00e9rience&nbsp;se construit au quotidien, au&nbsp;fil [&hellip;]<\/p>\n","protected":false},"author":14,"featured_media":111495,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[73],"tags":[],"class_list":["post-3463","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-conseils-pro"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Comment am\u00e9liorer l&#039;exp\u00e9rience client |<\/title>\n<meta name=\"description\" content=\"L\u2019exp\u00e9rience client est l\u2019ensemble des \u00e9motions et opinions d\u2019un client \u00e0 l\u2019\u00e9gard d\u2019une marque, d\u2019un produit et\/ou d\u2019un service. 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