{"id":13961,"date":"2022-05-18T14:48:32","date_gmt":"2022-05-18T12:48:32","guid":{"rendered":"https:\/\/golem.ai\/?p=13961"},"modified":"2025-12-01T17:16:32","modified_gmt":"2025-12-01T16:16:32","slug":"tendances-relation-client","status":"publish","type":"post","link":"https:\/\/miralia.ai\/en\/blog\/relation-client\/tendances-relation-client","title":{"rendered":"Comment entretenir une relation client vertueuse ?"},"content":{"rendered":"<h3 class=\"wp-block-heading\"><em>Dans un contexte de concurrence internationale f\u00e9roce, les consommateurs sont de plus en plus exigeants vis-\u00e0-vis de la qualit\u00e9 et de la rapidit\u00e9 de r\u00e9ponses \u00e0 leurs demandes. La relation que les entreprises entretiennent avec leurs clients repr\u00e9sente un enjeu crucial. Par ailleurs, c\u2019est aussi un avantage concurrentiel sur lequel il est essentiel de capitaliser, car proposer des produits et des services de qualit\u00e9 ne suffit plus. Mais alors, comment am\u00e9liorer l\u2019engagement des clients envers la marque ? Quels sont les outils et m\u00e9thodes qui permettent de transcender leurs attentes et d&rsquo;engager les collaborateurs ? D\u00e9couvrez-en plus dans cet article de blog !<\/em><\/h3>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Bienvenue dans l\u2019\u00e8re de l\u2019exp\u00e9rience client<\/h2>\n\n\n\n<p>Qu\u2019est-ce que l\u2019<strong><a href=\"https:\/\/golem.ai\/fr\/blog\/relation-client\/interfaces-celine-forest\/\">customer experience <\/a><\/strong>? Elle d\u00e9signe l\u2019exp\u00e9rience globale v\u00e9cue par le client, tout en prenant en compte l&rsquo;ensemble des \u00e9motions et des sentiments ressentis par celui-ci tout au long de ses interactions avec l\u2019entreprise.<\/p>\n\n\n\n<p>Selon le rapport <a href=\"https:\/\/www.zendesk.fr\/customer-experience-trends\/#reportoverview\"><strong>Zendesk &#8211; Tendances de l&rsquo;exp\u00e9rience client 2022<\/strong><\/a> :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>60 %<\/strong>\u00a0des clients font plus attention \u00e0 la <strong>qualit\u00e9 du service<\/strong> d\u00e9livr\u00e9e par les entreprises<\/li><li><strong>73%\u00a0<\/strong>des dirigeants observent une <strong>corr\u00e9lation<\/strong> entre la qualit\u00e9 du service client et les performances de leurs entreprises<\/li><li><strong>61%<\/strong>\u00a0des clients se tournent vers la concurrence apr\u00e8s une <strong>mauvaise exp\u00e9rience<\/strong>and\u00a0<strong>76%<\/strong>\u00a0d\u00e9laissent une marque apr\u00e8s deux exp\u00e9riences d\u00e9cevantes<\/li><\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>Vous l\u2019avez compris, offrir une exp\u00e9rience de qualit\u00e9 \u00e0 vos clients impactera positivement votre <strong><a href=\"https:\/\/golem.ai\/fr\/blog\/relation-client\/ia-usage-avantage\/\">customer relationships<\/a><\/strong> et vous permettra de r\u00e9ellement vous distinguer de vos concurrents. Mettre en place une strat\u00e9gie <strong>customer-centric<\/strong> bas\u00e9e sur l\u2019exp\u00e9rience client est aussi un moyen d\u2019augmenter le taux de r\u00e9tention et de fid\u00e9lisation client, d\u2019en attirer de nouveau et d\u2019augmenter progressivement le panier moyen d\u2019achats. Afin de construire une exp\u00e9rience client digne de ce nom, il est possible de mettre en place de nombreux dispositifs comme des parcours intuitifs, des espaces interactifs, la co-cr\u00e9ation de produits ou encore du self-care. Enfin, l\u2019am\u00e9lioration de l\u2019exp\u00e9rience propos\u00e9e aux clients permet d&rsquo;augmenter leur satisfaction (<strong><a href=\"https:\/\/golem.ai\/fr\/blog\/relation-client\/ia-kpi-relationclient\/\">CSAT<\/a><\/strong>).<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full is-resized\"><a href=\"https:\/\/golem.ai\/fr\/ressources\/\"><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/05\/18144729\/Call-to-action-vers-la-page-ressources.png\" alt=\"\" class=\"wp-image-14006\" width=\"480\" height=\"198\" srcset=\"https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/05\/18144729\/Call-to-action-vers-la-page-ressources-300x123.png 300w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/05\/18144729\/Call-to-action-vers-la-page-ressources-768x316.png 768w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/05\/18144729\/Call-to-action-vers-la-page-ressources-18x7.png 18w, https:\/\/golem-ai-website-wordpress-prod.s3.fr-par.scw.cloud\/wp-content\/uploads\/2022\/05\/18144729\/Call-to-action-vers-la-page-ressources.png 960w\" sizes=\"(max-width: 480px) 100vw, 480px\" \/><\/a><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi miser sur l\u2019engagement collaborateur ?<\/h2>\n\n\n\n<p>L&rsquo;engagement collaborateur repr\u00e9sente le degr\u00e9 d&rsquo;attachement et d&rsquo;implication d&rsquo;un salari\u00e9 vis-\u00e0-vis de son travail et de son entreprise. Un sujet br\u00fblant qui prend de plus en plus de place dans les organisations et les entreprises. En effet, l\u2019<strong><a href=\"https:\/\/golem.ai\/fr\/blog\/relation-client\/interfaces-sophie-dueme-2\/\">engagement de vos collaborateurs<\/a><\/strong> au travail influencera fortement le fonctionnement de votre entreprise.<\/p>\n\n\n\n<p>En ce sens, des collaborateurs engag\u00e9s seront nativement plus performants et r\u00e9pondront mieux aux attentes des clients. Cette condition sine qua non fait r\u00e9f\u00e9rence au concept de la <strong><a href=\"https:\/\/www.forbes.fr\/management\/la-symetrie-des-attentions-au-coeur-de-la-strategie-rh\/\">sym\u00e9trie des attentions<\/a><\/strong> qui explique que l&rsquo;engagement collaborateur est indissociable de l\u2019exp\u00e9rience client. Pour augmenter le taux d\u2019engagement de vos collaborateurs, il est important de les valoriser au quotidien dans leur travail par la mise en place d&rsquo;\u00e9v\u00e8nements internes, de formations de sp\u00e9cialisation, de dispositifs permettant de remonter des feedbacks ou encore de favoriser l\u2019adoption d\u2019outils qui leur plaisent par exemple.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p>Pour en savoir plus sur la gestion de la relation client par notre IA, n&rsquo;h\u00e9sitez pas \u00e0 consulter directement notre page <strong><a href=\"https:\/\/golem.ai\/fr\/solutions\/relation-client\/\">solution<\/a><\/strong>, ainsi que notre page produit <strong><a href=\"https:\/\/golem.ai\/fr\/produits\/inboxcare\/\">InboxCare<\/a><\/strong> ! <\/p>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez dans cet article de blog, les principaux enjeux qui vous permettront d\u2019am\u00e9liorer votre relation client<!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>","protected":false},"author":10,"featured_media":13970,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[68,111],"tags":[],"class_list":["post-13961","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-relation-client"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Relation client : sur quels leviers faut-il capitaliser ?<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez dans cet article de blog comment am\u00e9liorer la satisfaction client et booster l\u2019engagement collaborateur\" 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