{"id":10902,"date":"2024-01-16T19:17:31","date_gmt":"2024-01-16T18:17:31","guid":{"rendered":"https:\/\/www.www.iconomie.org\/?p=10902"},"modified":"2024-01-16T19:17:35","modified_gmt":"2024-01-16T18:17:35","slug":"ecoute-client","status":"publish","type":"post","link":"https:\/\/www.iconomie.org\/ecoute-client\/","title":{"rendered":"Comment am\u00e9liorer l&rsquo;\u00e9coute client : 5 conseils pour recueillir et comprendre leurs attentes"},"content":{"rendered":"\n<p>L\u2019<strong>\u00e9coute client<\/strong> est un processus d\u00e9terminant pour la <strong>r\u00e9ussite d\u2019une <a href=\"https:\/\/www.www.iconomie.org\/creer-boutique-en-ligne\/\" target=\"_blank\" data-type=\"post\" data-id=\"8978\" rel=\"noreferrer noopener\">entreprise e-commerce<\/a><\/strong>. Dans un march\u00e9 ultra-comp\u00e9titif, proposer <strong>la meilleure exp\u00e9rience client<\/strong> possible est devenu indispensable pour attirer et <a href=\"https:\/\/www.www.iconomie.org\/fideliser-ses-clients-sur-internet\/\" target=\"_blank\" data-type=\"post\" data-id=\"10242\" rel=\"noreferrer noopener\"><strong>fid\u00e9liser<\/strong> des clients<\/a>, notamment face \u00e0 des g\u00e9ants comme Amazon.<\/p>\n\n\n\n<p>Pourtant, nombreux sont les e-commer\u00e7ants qui n\u00e9gligent encore cet aspect crucial. Ils associent \u00e0 tort satisfaction client avec un simple <strong>service de gestion des r\u00e9clamations<\/strong>. R\u00e9sultat : des clients frustr\u00e9s et perdus au profit de sites plus attentifs.<\/p>\n\n\n\n<p>L\u2019\u00e9coute client va bien au-del\u00e0 et implique un processus proactif pour <strong>recueillir<\/strong> et <strong>solliciter en continu des feedbacks<\/strong> sur l\u2019ensemble du <strong>parcours client<\/strong>, des premiers <strong>e-mails<\/strong> de bienvenue jusqu\u2019\u00e0 la livraison et au-del\u00e0.<\/p>\n\n\n\n<p>L\u2019objectif est double : <strong>cr\u00e9er une v\u00e9ritable <\/strong><a href=\"https:\/\/www.www.iconomie.org\/relation-client-ecommerce\/\" target=\"_blank\" data-type=\"post\" data-id=\"10713\" rel=\"noreferrer noopener\"><strong>relation<\/strong> durable avec le client<\/a> mais aussi <strong>identifier les irritants<\/strong> et <strong>points de friction<\/strong> pour <strong>am\u00e9liorer ses fonctionnalit\u00e9s<\/strong> et <strong>personnaliser<\/strong> son exp\u00e9rience.<\/p>\n\n\n<style>.kb-image10902_da4d54-e3 .kb-image-has-overlay:after{opacity:0.3;}.kb-image10902_da4d54-e3 img.kb-img, .kb-image10902_da4d54-e3 .kb-img img{border-top-left-radius:28px;border-top-right-radius:28px;border-bottom-right-radius:28px;border-bottom-left-radius:28px;box-shadow:0px 0px 14px 0px rgba(0, 0, 0, 0.2);filter:drop-shadow(0px 0px 14px rgba(0, 0, 0, 0.2));}<\/style>\n<div class=\"wp-block-kadence-image kb-image10902_da4d54-e3\"><figure class=\"aligncenter size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"700\" src=\"https:\/\/www.www.iconomie.org\/wp-content\/uploads\/2024\/01\/ameliorer-ecoute-client.png\" alt=\"am\u00e9liorer \u00e9coute client\" class=\"kb-img wp-image-10904\" title=\"\" srcset=\"https:\/\/www.iconomie.org\/wp-content\/uploads\/2024\/01\/ameliorer-ecoute-client.png 1024w, https:\/\/www.iconomie.org\/wp-content\/uploads\/2024\/01\/ameliorer-ecoute-client-300x205.png 300w, https:\/\/www.iconomie.org\/wp-content\/uploads\/2024\/01\/ameliorer-ecoute-client-768x525.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<style>.kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-table-of-content-wrap{padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-right:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:var(--global-kb-spacing-sm, 1.5rem);background-color:rgba(49,130,206,0.09);border-top:2px solid var(--global-palette2, #2B6CB0);border-right:2px solid var(--global-palette2, #2B6CB0);border-bottom:2px solid var(--global-palette2, #2B6CB0);border-left:2px solid var(--global-palette2, #2B6CB0);border-top-left-radius:28px;border-top-right-radius:28px;border-bottom-right-radius:28px;border-bottom-left-radius:28px;}.kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-table-of-contents-title-wrap{padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-table-of-contents-title{font-weight:regular;font-style:normal;}.kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-table-of-content-wrap .kb-table-of-content-list{font-weight:regular;font-style:normal;margin-top:var(--global-kb-spacing-sm, 1.5rem);margin-right:0px;margin-bottom:0px;margin-left:0px;}.kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-toggle-icon-style-basiccircle .kb-table-of-contents-icon-trigger:after, .kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-toggle-icon-style-basiccircle .kb-table-of-contents-icon-trigger:before, .kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-toggle-icon-style-arrowcircle .kb-table-of-contents-icon-trigger:after, .kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-toggle-icon-style-arrowcircle .kb-table-of-contents-icon-trigger:before, .kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-toggle-icon-style-xclosecircle .kb-table-of-contents-icon-trigger:after, .kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-toggle-icon-style-xclosecircle .kb-table-of-contents-icon-trigger:before{background-color:rgba(49,130,206,0.09);}@media all and (max-width: 1024px){.kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-table-of-content-wrap{border-top:2px solid var(--global-palette2, #2B6CB0);border-right:2px solid var(--global-palette2, #2B6CB0);border-bottom:2px solid var(--global-palette2, #2B6CB0);border-left:2px solid var(--global-palette2, #2B6CB0);}}@media all and (max-width: 767px){.kb-table-of-content-nav.kb-table-of-content-id10902_d27fde-9a .kb-table-of-content-wrap{border-top:2px solid var(--global-palette2, #2B6CB0);border-right:2px solid var(--global-palette2, #2B6CB0);border-bottom:2px solid var(--global-palette2, #2B6CB0);border-left:2px solid var(--global-palette2, #2B6CB0);}}<\/style>\n\n\n<blockquote class=\"wp-block-quote has-background is-layout-flow wp-block-quote-is-layout-flow\" style=\"background-color:#b7c70829\">\n<p><strong><em>A lire \u00e9galement : <\/em><\/strong><\/p>\n\n\n\n<p><strong><em><a href=\"https:\/\/www.www.iconomie.org\/service-client-e-commerce\/\" target=\"_blank\" data-type=\"post\" data-id=\"10898\" rel=\"noreferrer noopener\">Service client e-commerce : Les bonnes pratiques incontournables<\/a><\/em><\/strong><\/p>\n<\/blockquote>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading10902_02ca9e-f0, .wp-block-kadence-advancedheading.kt-adv-heading10902_02ca9e-f0[data-kb-block=\"kb-adv-heading10902_02ca9e-f0\"]{text-align:center;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading10902_02ca9e-f0 mark, .wp-block-kadence-advancedheading.kt-adv-heading10902_02ca9e-f0[data-kb-block=\"kb-adv-heading10902_02ca9e-f0\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h2 class=\"kt-adv-heading10902_02ca9e-f0 wp-block-kadence-advancedheading has-theme-palette-1-color has-text-color\" data-kb-block=\"kb-adv-heading10902_02ca9e-f0\">Comprendre l&rsquo;\u00e9coute client<\/h2>\n\n\n\n<p>Avant de se lancer dans la mise en place d&rsquo;une strat\u00e9gie d&rsquo;\u00e9coute client, il est important de bien comprendre de quoi il s&rsquo;agit.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Qu&rsquo;est-ce que l&rsquo;\u00e9coute client ?<\/h3>\n\n\n\n<p>L&rsquo;\u00e9coute client est un <strong>processus qui consiste \u00e0 recueillir, analyser et utiliser les retours et avis des clients<\/strong> afin d&rsquo;am\u00e9liorer leur exp\u00e9rience et fid\u00e9liser sa client\u00e8le.<\/p>\n\n\n\n<p>Concr\u00e8tement, cela implique de se mettre \u00e0 la place du client, de <strong>comprendre ses attentes vis-\u00e0-vis de vos produits et services, et de d\u00e9tecter les \u00e9ventuels \u00e9carts qu&rsquo;il existe entre ces attentes et l&rsquo;exp\u00e9rience r\u00e9ellement v\u00e9cue<\/strong>.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Selon une \u00e9tude Deloitte, 79% des entreprises estiment que l&rsquo;une des meilleures fa\u00e7ons d&rsquo;am\u00e9liorer l&rsquo;<strong>exp\u00e9rience client<\/strong> consiste \u00e0 <strong>\u00e9couter et analyser les retours de leurs clients<\/strong>.<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">Pourquoi \u00eatre \u00e0 l&rsquo;\u00e9coute du client ?<\/h3>\n\n\n\n<p><strong>\u00c9couter vos clients pr\u00e9sente de nombreux avantages<\/strong> :<\/p>\n\n\n<style>.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_b5a84c-47:not(.this-stops-third-party-issues){margin-top:0px;margin-bottom:0px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_b5a84c-47 ul.kt-svg-icon-list:not(.this-prevents-issues):not(.this-stops-third-party-issues):not(.tijsloc){margin-top:0px;margin-right:0px;margin-bottom:var(--global-kb-spacing-xs, 1rem);margin-left:var(--global-kb-spacing-lg, 3rem);column-gap:13px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_b5a84c-47 ul.kt-svg-icon-list{grid-row-gap:25px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_b5a84c-47 .kb-svg-icon-wrap{color:#85ecb5;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_b5a84c-47 ul.kt-svg-icon-list .kt-svg-icon-list-item-wrap .kt-svg-icon-list-single{margin-right:19px;}.kt-svg-icon-list-items10902_b5a84c-47 ul.kt-svg-icon-list .kt-svg-icon-list-level-0 .kt-svg-icon-list-single svg{font-size:20px;}<\/style>\n<div class=\"wp-block-kadence-iconlist kt-svg-icon-list-items kt-svg-icon-list-items10902_b5a84c-47 kt-svg-icon-list-columns-1 alignnone kt-list-icon-aligntop\"><ul class=\"kt-svg-icon-list\">\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_c3c95a-12\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRightCircle kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"10\"\/><polyline points=\"12 16 16 12 12 8\"\/><line x1=\"8\" y1=\"12\" x2=\"16\" y2=\"12\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\"><strong>Am\u00e9liorer les produits et services<\/strong>&nbsp;: en comprenant les attentes des clients et les probl\u00e8mes rencontr\u00e9s, vous pouvez faire \u00e9voluer votre offre.<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_4a0ba3-0d\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRightCircle kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"10\"\/><polyline points=\"12 16 16 12 12 8\"\/><line x1=\"8\" y1=\"12\" x2=\"16\" y2=\"12\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\"><strong>Augmenter la satisfaction et la fid\u00e9lisation<\/strong>&nbsp;: en r\u00e9solvant les insatisfactions, vous augmentez les chances que le client revienne et recommande votre marque.<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_10d7d1-e8\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRightCircle kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"10\"\/><polyline points=\"12 16 16 12 12 8\"\/><line x1=\"8\" y1=\"12\" x2=\"16\" y2=\"12\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\"><strong>Renforcer la confiance et l&rsquo;image de marque<\/strong>&nbsp;: d\u00e9montrer que vous prenez en compte l&rsquo;avis des clients renforce la relation et cr\u00e9dibilit\u00e9 de votre enseigne.<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_dd2e08-b9\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRightCircle kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><circle cx=\"12\" cy=\"12\" r=\"10\"\/><polyline points=\"12 16 16 12 12 8\"\/><line x1=\"8\" y1=\"12\" x2=\"16\" y2=\"12\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\"><strong>Booster les ventes<\/strong>&nbsp;: une \u00e9tude montre que 96% des clients insatisfaits ne se plaignent pas mais ne reviendront simplement plus. \u00c9couter les clients m\u00e9contents est donc essentiel pour les fid\u00e9liser.<\/span><\/li>\n<\/ul><\/div>\n\n\n\n<p>Bref, l&rsquo;\u00e9coute client est un <strong>excellent moyen d\u2019augmenter son taux de conversion et de r\u00e9tention de ses clients<\/strong> !<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading10902_a46c98-38, .wp-block-kadence-advancedheading.kt-adv-heading10902_a46c98-38[data-kb-block=\"kb-adv-heading10902_a46c98-38\"]{text-align:center;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading10902_a46c98-38 mark, .wp-block-kadence-advancedheading.kt-adv-heading10902_a46c98-38[data-kb-block=\"kb-adv-heading10902_a46c98-38\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h2 class=\"kt-adv-heading10902_a46c98-38 wp-block-kadence-advancedheading has-theme-palette-1-color has-text-color\" data-kb-block=\"kb-adv-heading10902_a46c98-38\">Recueillir l&rsquo;avis des clients<\/h2>\n\n\n\n<p>Pour mettre en place une strat\u00e9gie d&rsquo;\u00e9coute client efficace, vous devez dans un premier temps <strong>recueillir un maximum d&rsquo;informations sur l&rsquo;exp\u00e9rience et les attentes de vos clients<\/strong>.<\/p>\n\n\n\n<p>Plusieurs outils et m\u00e9thodes existent, en voici les principaux :<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Les enqu\u00eates de satisfaction<\/h3>\n\n\n\n<p>Les <strong>enqu\u00eates de satisfaction<\/strong> sont un moyen facile de r\u00e9colter des informations quantitatives et qualitatives sur le ressenti des clients.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Comment les mettre en place ?<\/h4>\n\n\n\n<p>Pour concevoir votre enqu\u00eate, pensez \u00e0 :<\/p>\n\n\n<style>.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_6d7561-ec:not(.this-stops-third-party-issues){margin-top:0px;margin-bottom:0px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_6d7561-ec ul.kt-svg-icon-list:not(.this-prevents-issues):not(.this-stops-third-party-issues):not(.tijsloc){margin-top:0px;margin-right:0px;margin-bottom:var(--global-kb-spacing-xs, 1rem);margin-left:var(--global-kb-spacing-lg, 3rem);column-gap:13px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_6d7561-ec ul.kt-svg-icon-list{grid-row-gap:25px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_6d7561-ec .kb-svg-icon-wrap{color:#cecb03;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_6d7561-ec ul.kt-svg-icon-list .kt-svg-icon-list-item-wrap .kt-svg-icon-list-single{margin-right:19px;}.kt-svg-icon-list-items10902_6d7561-ec ul.kt-svg-icon-list .kt-svg-icon-list-level-0 .kt-svg-icon-list-single svg{font-size:20px;}<\/style>\n<div class=\"wp-block-kadence-iconlist kt-svg-icon-list-items kt-svg-icon-list-items10902_6d7561-ec kt-svg-icon-list-columns-1 alignnone kt-list-icon-aligntop\"><ul class=\"kt-svg-icon-list\">\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_aa2900-e0\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Cibler les informations dont vous avez besoin<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_0fc218-a4\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Poser des questions ferm\u00e9es et ouvertes<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_3fcb07-9b\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Adapter le questionnaire au parcours client (apr\u00e8s achat, apr\u00e8s SAV etc.)<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_0c638d-e6\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Rester concis : pas plus de 10 questions<\/span><\/li>\n<\/ul><\/div>\n\n\n\n<p>Vous pouvez diffuser votre enqu\u00eate par mail, via un formulaire sur votre site web ou une invitation sur les r\u00e9seaux sociaux.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Quels indicateurs utiliser ?<\/h4>\n\n\n\n<p>Pour mesurer pr\u00e9cis\u00e9ment la <strong>satisfaction client<\/strong>, des indicateurs cl\u00e9s existent :<\/p>\n\n\n<style>.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_4d69d0-e6:not(.this-stops-third-party-issues){margin-top:0px;margin-bottom:0px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_4d69d0-e6 ul.kt-svg-icon-list:not(.this-prevents-issues):not(.this-stops-third-party-issues):not(.tijsloc){margin-top:0px;margin-right:0px;margin-bottom:var(--global-kb-spacing-xs, 1rem);margin-left:var(--global-kb-spacing-lg, 3rem);column-gap:13px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_4d69d0-e6 ul.kt-svg-icon-list{grid-row-gap:25px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_4d69d0-e6 .kb-svg-icon-wrap{color:var(--global-palette2, #2B6CB0);}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_4d69d0-e6 ul.kt-svg-icon-list .kt-svg-icon-list-item-wrap .kt-svg-icon-list-single{margin-right:19px;}.kt-svg-icon-list-items10902_4d69d0-e6 ul.kt-svg-icon-list .kt-svg-icon-list-level-0 .kt-svg-icon-list-single svg{font-size:20px;}<\/style>\n<div class=\"wp-block-kadence-iconlist kt-svg-icon-list-items kt-svg-icon-list-items10902_4d69d0-e6 kt-svg-icon-list-columns-1 alignnone kt-list-icon-aligntop\"><ul class=\"kt-svg-icon-list\">\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_8661ce-fc\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><line x1=\"5\" y1=\"12\" x2=\"19\" y2=\"12\"\/><polyline points=\"12 5 19 12 12 19\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\"><strong>CSAT<\/strong>&nbsp;: mesure la satisfaction globale<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_8b78fe-18\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><line x1=\"5\" y1=\"12\" x2=\"19\" y2=\"12\"\/><polyline points=\"12 5 19 12 12 19\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\"><strong>CES<\/strong>&nbsp;: \u00e9value l&rsquo;effort n\u00e9cessaire pour les clients<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_273803-21\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_arrowRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><line x1=\"5\" y1=\"12\" x2=\"19\" y2=\"12\"\/><polyline points=\"12 5 19 12 12 19\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\"><strong>NPS<\/strong>&nbsp;: estime la probabilit\u00e9 de recommandation<\/span><\/li>\n<\/ul><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Selon une \u00e9tude <a href=\"https:\/\/www.salesforce.com\/eu\/campaign\/sem\/salesforce-products\/?d=7010M000002Mm0hQAC&amp;DCMP=KNC-Google&amp;keyword=salesforce%20south%20africa&amp;adused=eta&amp;gad_source=1&amp;gclid=CjwKCAiA75itBhA6EiwAkho9e5gGJq388edc_6kCxGUBmSmRvSSHPZBVGNrOIPrvPMq-fKVclCa4TxoC7f8QAvD_BwE&amp;gclsrc=aw.ds\" target=\"_blank\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/eu\/campaign\/sem\/salesforce-products\/?d=7010M000002Mm0hQAC&amp;DCMP=KNC-Google&amp;keyword=salesforce%20south%20africa&amp;adused=eta&amp;gad_source=1&amp;gclid=CjwKCAiA75itBhA6EiwAkho9e5gGJq388edc_6kCxGUBmSmRvSSHPZBVGNrOIPrvPMq-fKVclCa4TxoC7f8QAvD_BwE&amp;gclsrc=aw.ds\" rel=\"noreferrer noopener\">Salesforce<\/a>, 72% des clients consid\u00e8rent que la qualit\u00e9 du <strong>service client<\/strong> est aussi importante que les produits eux-m\u00eames lors de leurs achats en ligne.<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">Avis clients<\/h3>\n\n\n\n<p>Recueillir les <strong>avis clients<\/strong> sur votre enseigne est incontournable. Cela permet d&rsquo;identifier rapidement les probl\u00e8mes r\u00e9currents et responder aux clients m\u00e9contents.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Sur les r\u00e9seaux sociaux<\/h4>\n\n\n\n<p>Assurez-vous de r\u00e9pondre \u00e0 tous les messages priv\u00e9s ou publics sur vos r\u00e9seaux sociaux (Facebook, Instagram, Twitter). Vous pouvez aussi lancer des sondages ponctuels pour avoir des retours.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Sur les sites d&rsquo;avis en ligne<\/h4>\n\n\n\n<p>Surveillez et r\u00e9pondez aux avis laiss\u00e9s sur des sites comme Trustpilot. Vous pourrez aussi d\u00e9tecter les probl\u00e8mes fr\u00e9quents.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>D&rsquo;apr\u00e8s une \u00e9tude Adyen, 82% des consommateurs lisent les avis en ligne avant de passer \u00e0 l&rsquo;achat.<\/p>\n<\/blockquote>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading10902_2e837f-90, .wp-block-kadence-advancedheading.kt-adv-heading10902_2e837f-90[data-kb-block=\"kb-adv-heading10902_2e837f-90\"]{text-align:center;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading10902_2e837f-90 mark, .wp-block-kadence-advancedheading.kt-adv-heading10902_2e837f-90[data-kb-block=\"kb-adv-heading10902_2e837f-90\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h2 class=\"kt-adv-heading10902_2e837f-90 wp-block-kadence-advancedheading has-theme-palette-1-color has-text-color\" data-kb-block=\"kb-adv-heading10902_2e837f-90\">Comment Am\u00e9liorer l&rsquo;\u00e9coute client<\/h2>\n\n\n\n<p>Une fois les retours clients r\u00e9colt\u00e9s, il faut mettre en place les outils et processus pour en faire bon usage.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Outils pour faciliter l&rsquo;\u00e9coute client<\/h3>\n\n\n\n<p>Certains outils sont tr\u00e8s utiles pour centraliser et traiter les donn\u00e9es :<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">#1. Analyse des r\u00e9seaux sociaux<\/h4>\n\n\n\n<p>Des outils comme <strong>Social Searcher<\/strong> permettent d&rsquo;analyser toutes vos mentions sur les r\u00e9seaux sociaux et facilite le suivi.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">#2. Chat en ligne<\/h4>\n\n\n\n<p>Un <strong>module de chat<\/strong> sur votre site web est l\u2019un des meilleurs moyens pour <strong>r\u00e9pondre rapidement aux questions<\/strong> des clients.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">#3. Entretiens individuels<\/h4>\n\n\n\n<p>Organiser des entretiens ou focus groupe avec des clients cl\u00e9s vous permettra d&rsquo;approfondir leur ressenti sur leur exp\u00e9rience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Comment am\u00e9liorer les proc\u00e9dures ?<\/h3>\n\n\n\n<p>En plus des outils, il est essentiel d&rsquo;am\u00e9liorer vos processus :<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">#1. Contextualiser les enqu\u00eates<\/h4>\n\n\n\n<p>Adaptez vos questionnaires satisfaction en fonction des parcours clients pour avoir des r\u00e9ponses plus pr\u00e9cises.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">#2. Valoriser le service client<\/h4>\n\n\n\n<p>Formez bien vos \u00e9quipes SAV pour qu&rsquo;elles comprennent l&rsquo;importance de chaque interaction client.<\/p>\n\n\n\n<p>Un <strong>bon logiciel CRM<\/strong> vous permettra aussi de <strong>centraliser toutes les informations<\/strong> sur vos clients.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading10902_7b27f5-38, .wp-block-kadence-advancedheading.kt-adv-heading10902_7b27f5-38[data-kb-block=\"kb-adv-heading10902_7b27f5-38\"]{text-align:center;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading10902_7b27f5-38 mark, .wp-block-kadence-advancedheading.kt-adv-heading10902_7b27f5-38[data-kb-block=\"kb-adv-heading10902_7b27f5-38\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h2 class=\"kt-adv-heading10902_7b27f5-38 wp-block-kadence-advancedheading has-theme-palette-1-color has-text-color\" data-kb-block=\"kb-adv-heading10902_7b27f5-38\">Analyser les donn\u00e9es recueillies<\/h2>\n\n\n\n<p>Une fois vos retours clients collect\u00e9s, vous devez les analyser m\u00e9ticuleusement.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Organiser les donn\u00e9es de mani\u00e8re structur\u00e9e<\/h3>\n\n\n\n<p>Cr\u00e9ez des tableaux de synth\u00e8se ou graphiques pour avoir une vue d\u2019ensemble.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Utiliser des m\u00e9thodes d&rsquo;analyse \u00e9prouv\u00e9es<\/h3>\n\n\n\n<p>La matrice d&rsquo;Eisenhower ou l&rsquo;analyse SWOT sont parfaites pour bien \u00e9valuer les donn\u00e9es.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Identifier les causes profondes des probl\u00e8mes<\/h3>\n\n\n\n<p>En croisant les donn\u00e9es, vous pourrez d\u00e9terminer les v\u00e9ritables sources d&rsquo;insatisfaction.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>D&rsquo;apr\u00e8s une \u00e9tude Deloitte, environ 60% des dirigeants ne savent pas pr\u00e9cis\u00e9ment ce que leurs clients attendent comme exp\u00e9rience.<\/p>\n<\/blockquote>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading10902_c7ae8e-89, .wp-block-kadence-advancedheading.kt-adv-heading10902_c7ae8e-89[data-kb-block=\"kb-adv-heading10902_c7ae8e-89\"]{text-align:center;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading10902_c7ae8e-89 mark, .wp-block-kadence-advancedheading.kt-adv-heading10902_c7ae8e-89[data-kb-block=\"kb-adv-heading10902_c7ae8e-89\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h2 class=\"kt-adv-heading10902_c7ae8e-89 wp-block-kadence-advancedheading has-theme-palette-1-color has-text-color\" data-kb-block=\"kb-adv-heading10902_c7ae8e-89\">Transformer l&rsquo;\u00e9coute client en plan d&rsquo;action<\/h2>\n\n\n\n<p>La derni\u00e8re \u00e9tape est de cr\u00e9er un plan strat\u00e9gique \u00e0 partir de votre analyse pour am\u00e9liorer la satisfaction client.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">D\u00e9finir et cadrer l&rsquo;\u00e9coute client<\/h3>\n\n\n\n<p>Commencez par \u00e9tablir des objectifs clairs, ainsi que les moyens et ressources n\u00e9cessaires.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Prioriser les actions \u00e0 entreprendre<\/h3>\n\n\n\n<p>Classez les actions en fonction de leur impact potentiel et des ressources requises.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">D\u00e9velopper un plan d&rsquo;action structur\u00e9<\/h3>\n\n\n\n<p>R\u00e9partissez les t\u00e2ches avec un calendrier pr\u00e9cis pour chaque membre de l&rsquo;\u00e9quipe.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Mettre en \u0153uvre les actions et suivre les r\u00e9sultats<\/h3>\n\n\n\n<p>Une fois le plan lanc\u00e9, assurez-vous d&rsquo;en mesurer les r\u00e9sultats et corriger le tir si besoin.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading10902_0b0095-01, .wp-block-kadence-advancedheading.kt-adv-heading10902_0b0095-01[data-kb-block=\"kb-adv-heading10902_0b0095-01\"]{text-align:center;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading10902_0b0095-01 mark, .wp-block-kadence-advancedheading.kt-adv-heading10902_0b0095-01[data-kb-block=\"kb-adv-heading10902_0b0095-01\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h2 class=\"kt-adv-heading10902_0b0095-01 wp-block-kadence-advancedheading has-theme-palette-1-color has-text-color\" data-kb-block=\"kb-adv-heading10902_0b0095-01\">Conclusion<\/h2>\n\n\n\n<p>Au terme de ce voyage au c\u0153ur de l\u2019\u00e9coute client, vous disposez de la feuille de route ultime pour mettre en place une strat\u00e9gie gagnante dans votre boutique e-commerce.<\/p>\n\n\n\n<p>Gr\u00e2ce \u00e0 ces&nbsp;<strong>conseils op\u00e9rationnels<\/strong> allant de la collecte d\u2019informations \u00e0 la cr\u00e9ation de plans d\u2019actions, vous ma\u00eetrisez d\u00e9sormais la m\u00e9thode \u00e9prouv\u00e9e de A \u00e0 Z.<\/p>\n\n\n\n<p>Souvenez-vous, l\u2019\u00e9coute client est un investissement de long terme. Pour en tirer tous les fruits, concentrez-vous sur quelques fondamentaux :<\/p>\n\n\n\n<p>\ud83d\udd38 Multipliez les <strong>sources de feedbacks<\/strong> pour couvrir toutes les \u00e9tapes du parcours client<\/p>\n\n\n\n<p>\ud83d\udd38Organisez les donn\u00e9es pour faciliter l\u2019analyse et avoir un maximum de perspectives<\/p>\n\n\n\n<p>\ud83d\udd38 Mesurez pr\u00e9cis\u00e9ment la <strong>satisfaction client<\/strong> avec des outils adapt\u00e9s (NPS, CSAT etc.)<\/p>\n\n\n\n<p>\ud83d\udd38<strong>Priorisez<\/strong> vos actions en ciblant en priorit\u00e9 les irritants \u00e0 fort impact<\/p>\n\n\n\n<p>\ud83d\udd38<strong>Impliquez<\/strong> toute l\u2019entreprise pour faire de l\u2019\u00e9coute client un vrai r\u00e9flexe<\/p>\n\n\n\n<p>En adoptant ces bonnes pratiques, la d\u00e9marche d\u2019\u00e9coute client deviendra rapidement un vrai moteur de croissance et de fid\u00e9lisation pour votre business e-commerce.<\/p>\n\n\n\n<p>Nous esp\u00e9rons que cet article complet vous aura permis de saisir toutes les subtilit\u00e9s d\u2019une strat\u00e9gie efficace d\u2019\u00e9coute client. N\u2019h\u00e9sitez pas \u00e0 poser vos questions en commentaire !<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading10902_b78dca-67, .wp-block-kadence-advancedheading.kt-adv-heading10902_b78dca-67[data-kb-block=\"kb-adv-heading10902_b78dca-67\"]{text-align:center;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading10902_b78dca-67 mark, .wp-block-kadence-advancedheading.kt-adv-heading10902_b78dca-67[data-kb-block=\"kb-adv-heading10902_b78dca-67\"] mark{font-style:normal;color:#f76a0c;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}<\/style>\n<h2 class=\"kt-adv-heading10902_b78dca-67 wp-block-kadence-advancedheading has-theme-palette-1-color has-text-color\" data-kb-block=\"kb-adv-heading10902_b78dca-67\">FAQ sur Comment am\u00e9liorer l&rsquo;\u00e9coute client<\/h2>\n\n\n<style>.kt-accordion-id10902_7e5eda-72 .kt-accordion-panel-inner{border-top:2px solid rgba(205,207,65,0.75);border-right:2px solid rgba(205,207,65,0.75);border-bottom:2px solid rgba(205,207,65,0.75);border-left:2px solid rgba(205,207,65,0.75);border-top-left-radius:11px;border-top-right-radius:11px;border-bottom-right-radius:11px;border-bottom-left-radius:11px;background:#ffffff;padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-right:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:var(--global-kb-spacing-sm, 1.5rem);}.kt-accordion-id10902_7e5eda-72 .wp-block-kadence-pane .kt-accordion-header-wrap .kt-blocks-accordion-header{border-top:2px solid rgba(180,199,22,0.71);border-right:2px solid rgba(180,199,22,0.71);border-bottom:2px solid rgba(180,199,22,0.71);border-left:2px solid rgba(180,199,22,0.71);border-top-left-radius:15px;border-top-right-radius:15px;border-bottom-right-radius:15px;border-bottom-left-radius:15px;background:rgba(224,217,50,0.39);font-size:18px;line-height:24px;color:var(--global-palette3, #1A202C);padding-top:14px;padding-right:16px;padding-bottom:14px;padding-left:16px;}.kt-accordion-wrap.kt-accordion-id10902_7e5eda-72 > .kt-accordion-inner-wrap > .kt-accordion-pane > .kt-accordion-header-wrap{margin-top:10px;}.single-content .wp-block-kadence-pane>h2:first-child,\n\t\t\t.single-content .wp-block-kadence-pane>h3:first-child,\n\t\t\t.single-content .wp-block-kadence-pane>h4:first-child,\n\t\t\t.single-content .wp-block-kadence-pane>h5:first-child,\n\t\t\t.single-content .wp-block-kadence-pane>h6:first-child{margin-top:10px;}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-icon-trigger:before{background:var(--global-palette3, #1A202C);}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-icon-trigger{background:var(--global-palette3, #1A202C);}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-icon-trigger:before{background:rgba(224,217,50,0.39);}.kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header:hover, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header:focus{color:var(--global-palette3, #1A202C);background:rgba(241,240,64,0.78);border-top-color:#3182ce;border-top-style:solid;border-right-color:#3182ce;border-right-style:solid;border-bottom-color:#3182ce;border-bottom-style:solid;border-left-color:#3182ce;border-left-style:solid;}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:before, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-header:focus .kt-blocks-accordion-icon-trigger:after, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-header:focus .kt-blocks-accordion-icon-trigger:before{background:var(--global-palette3, #1A202C);}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header:focus .kt-blocks-accordion-icon-trigger{background:var(--global-palette3, #1A202C);}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header:hover .kt-blocks-accordion-icon-trigger:before, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header:focus .kt-blocks-accordion-icon-trigger:after, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header:focus .kt-blocks-accordion-icon-trigger:before{background:rgba(241,240,64,0.78);}.kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header.kt-accordion-panel-active{color:var(--global-palette3, #1A202C);background:rgba(218,216,14,0.72);border-top-color:rgba(49,130,206,0.64);border-top-style:solid;border-right-color:rgba(49,130,206,0.64);border-right-style:solid;border-bottom-color:rgba(49,130,206,0.64);border-bottom-style:solid;border-left-color:rgba(49,130,206,0.64);border-left-style:solid;}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basiccircle ):not( .kt-accodion-icon-style-xclosecircle ):not( .kt-accodion-icon-style-arrowcircle ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:before{background:var(--global-palette3, #1A202C);}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger{background:var(--global-palette3, #1A202C);}.kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:after, .kt-accordion-id10902_7e5eda-72:not( .kt-accodion-icon-style-basic ):not( .kt-accodion-icon-style-xclose ):not( .kt-accodion-icon-style-arrow ) .kt-blocks-accordion-header.kt-accordion-panel-active .kt-blocks-accordion-icon-trigger:before{background:rgba(218,216,14,0.72);}@media all and (max-width: 1024px){.kt-accordion-id10902_7e5eda-72 .kt-accordion-panel-inner{border-top:2px solid rgba(205,207,65,0.75);border-right:2px solid rgba(205,207,65,0.75);border-bottom:2px solid rgba(205,207,65,0.75);border-left:2px solid rgba(205,207,65,0.75);}}@media all and (max-width: 1024px){.kt-accordion-id10902_7e5eda-72 .wp-block-kadence-pane .kt-accordion-header-wrap .kt-blocks-accordion-header{border-top:2px solid rgba(180,199,22,0.71);border-right:2px solid rgba(180,199,22,0.71);border-bottom:2px solid rgba(180,199,22,0.71);border-left:2px solid rgba(180,199,22,0.71);}}@media all and (max-width: 1024px){.kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header:hover, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header:focus{border-top-color:#3182ce;border-top-style:solid;border-right-color:#3182ce;border-right-style:solid;border-bottom-color:#3182ce;border-bottom-style:solid;border-left-color:#3182ce;border-left-style:solid;}}@media all and (max-width: 1024px){.kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header.kt-accordion-panel-active{border-top-color:rgba(49,130,206,0.64);border-top-style:solid;border-right-color:rgba(49,130,206,0.64);border-right-style:solid;border-bottom-color:rgba(49,130,206,0.64);border-bottom-style:solid;border-left-color:rgba(49,130,206,0.64);border-left-style:solid;}}@media all and (max-width: 767px){.kt-accordion-id10902_7e5eda-72 .kt-accordion-panel-inner{border-top:2px solid rgba(205,207,65,0.75);border-right:2px solid rgba(205,207,65,0.75);border-bottom:2px solid rgba(205,207,65,0.75);border-left:2px solid rgba(205,207,65,0.75);}.kt-accordion-id10902_7e5eda-72 .wp-block-kadence-pane .kt-accordion-header-wrap .kt-blocks-accordion-header{border-top:2px solid rgba(180,199,22,0.71);border-right:2px solid rgba(180,199,22,0.71);border-bottom:2px solid rgba(180,199,22,0.71);border-left:2px solid rgba(180,199,22,0.71);}.kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header:hover, body:not(.hide-focus-outline) .kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header:focus{border-top-color:#3182ce;border-top-style:solid;border-right-color:#3182ce;border-right-style:solid;border-bottom-color:#3182ce;border-bottom-style:solid;border-left-color:#3182ce;border-left-style:solid;}.kt-accordion-id10902_7e5eda-72 .kt-accordion-header-wrap .kt-blocks-accordion-header.kt-accordion-panel-active{border-top-color:rgba(49,130,206,0.64);border-top-style:solid;border-right-color:rgba(49,130,206,0.64);border-right-style:solid;border-bottom-color:rgba(49,130,206,0.64);border-bottom-style:solid;border-left-color:rgba(49,130,206,0.64);border-left-style:solid;}}<\/style>\n<div class=\"wp-block-kadence-accordion alignnone\"><div class=\"kt-accordion-wrap kt-accordion-id10902_7e5eda-72 kt-accordion-has-6-panes kt-active-pane-0 kt-accordion-block kt-pane-header-alignment-left kt-accodion-icon-style-basic kt-accodion-icon-side-right\" style=\"max-width:none\"><div class=\"kt-accordion-inner-wrap\" data-allow-multiple-open=\"false\" data-start-open=\"none\">\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-1 kt-pane10902_3789aa-78\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"><strong>Quels sont les principaux objectifs de l&rsquo;\u00e9coute client ?<\/strong><\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>L&rsquo;\u00e9coute client permet de :<\/p>\n\n\n<style>.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_295a93-1a:not(.this-stops-third-party-issues){margin-top:0px;margin-bottom:0px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_295a93-1a ul.kt-svg-icon-list:not(.this-prevents-issues):not(.this-stops-third-party-issues):not(.tijsloc){margin-top:0px;margin-right:0px;margin-bottom:var(--global-kb-spacing-xs, 1rem);margin-left:var(--global-kb-spacing-lg, 3rem);column-gap:13px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_295a93-1a ul.kt-svg-icon-list{grid-row-gap:25px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_295a93-1a .kb-svg-icon-wrap{color:#cecb03;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_295a93-1a ul.kt-svg-icon-list .kt-svg-icon-list-item-wrap .kt-svg-icon-list-single{margin-right:19px;}.kt-svg-icon-list-items10902_295a93-1a ul.kt-svg-icon-list .kt-svg-icon-list-level-0 .kt-svg-icon-list-single svg{font-size:20px;}<\/style>\n<div class=\"wp-block-kadence-iconlist kt-svg-icon-list-items kt-svg-icon-list-items10902_295a93-1a kt-svg-icon-list-columns-1 alignnone kt-list-icon-aligntop\"><ul class=\"kt-svg-icon-list\">\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_2a2bc9-c4\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Mieux comprendre les attentes et irritants des clients<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_d5ef7e-fd\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">R\u00e9soudre des probl\u00e8mes r\u00e9currents<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_3ecf6b-70\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Am\u00e9liorer les fonctionnalit\u00e9s et le parcours client<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_ca3335-b8\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Personnaliser l&rsquo;exp\u00e9rience en fonction des besoins de chacun<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_130864-b3\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Accro\u00eetre la satisfaction et fid\u00e9lisation des clients existants<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_9e694a-da\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Convertir plus de prospects en clients<\/span><\/li>\n<\/ul><\/div>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-2 kt-pane10902_e6fb25-4e\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"><strong>Quelles sources utiliser pour r\u00e9colter des avis ?<\/strong><\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>Les 5 principales sont :<\/p>\n\n\n<style>.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_1e0324-05:not(.this-stops-third-party-issues){margin-top:0px;margin-bottom:0px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_1e0324-05 ul.kt-svg-icon-list:not(.this-prevents-issues):not(.this-stops-third-party-issues):not(.tijsloc){margin-top:0px;margin-right:0px;margin-bottom:var(--global-kb-spacing-xs, 1rem);margin-left:var(--global-kb-spacing-lg, 3rem);column-gap:13px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_1e0324-05 ul.kt-svg-icon-list{grid-row-gap:25px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_1e0324-05 .kb-svg-icon-wrap{color:#cecb03;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_1e0324-05 ul.kt-svg-icon-list .kt-svg-icon-list-item-wrap .kt-svg-icon-list-single{margin-right:19px;}.kt-svg-icon-list-items10902_1e0324-05 ul.kt-svg-icon-list .kt-svg-icon-list-level-0 .kt-svg-icon-list-single svg{font-size:20px;}<\/style>\n<div class=\"wp-block-kadence-iconlist kt-svg-icon-list-items kt-svg-icon-list-items10902_1e0324-05 kt-svg-icon-list-columns-1 alignnone kt-list-icon-aligntop\"><ul class=\"kt-svg-icon-list\">\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_347eb5-58\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Les enqu\u00eates satisfaction<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_5375a6-ee\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Les avis sur les sites d&rsquo;opinions<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_e940e0-4f\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Le service client<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_bf09f4-d5\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Le chat en ligne<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_80eb5a-41\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Les r\u00e9seaux sociaux<\/span><\/li>\n<\/ul><\/div>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-3 kt-pane10902_81938a-48\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"><strong>Comment analyser au mieux les donn\u00e9es clients ?<\/strong><\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>Il faut :<\/p>\n\n\n<style>.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_ceaea1-a2:not(.this-stops-third-party-issues){margin-top:0px;margin-bottom:0px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_ceaea1-a2 ul.kt-svg-icon-list:not(.this-prevents-issues):not(.this-stops-third-party-issues):not(.tijsloc){margin-top:0px;margin-right:0px;margin-bottom:var(--global-kb-spacing-xs, 1rem);margin-left:var(--global-kb-spacing-lg, 3rem);column-gap:13px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_ceaea1-a2 ul.kt-svg-icon-list{grid-row-gap:25px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_ceaea1-a2 .kb-svg-icon-wrap{color:#cecb03;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_ceaea1-a2 ul.kt-svg-icon-list .kt-svg-icon-list-item-wrap .kt-svg-icon-list-single{margin-right:19px;}.kt-svg-icon-list-items10902_ceaea1-a2 ul.kt-svg-icon-list .kt-svg-icon-list-level-0 .kt-svg-icon-list-single svg{font-size:20px;}<\/style>\n<div class=\"wp-block-kadence-iconlist kt-svg-icon-list-items kt-svg-icon-list-items10902_ceaea1-a2 kt-svg-icon-list-columns-1 alignnone kt-list-icon-aligntop\"><ul class=\"kt-svg-icon-list\">\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_8293a2-10\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Centraliser toutes les donn\u00e9es dans un CRM unique<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_4bd754-f8\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Organiser les informations pour en faciliter l&rsquo;analyse<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_01b233-c3\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Croiser les diff\u00e9rentes sources pour identifier les causes racines des probl\u00e8mes<\/span><\/li>\n<\/ul><\/div>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-kadence-pane kt-accordion-pane kt-accordion-pane-4 kt-pane10902_99deea-a7\"><div class=\"kt-accordion-header-wrap\"><button class=\"kt-blocks-accordion-header kt-acccordion-button-label-show\"><span class=\"kt-blocks-accordion-title-wrap\"><span class=\"kt-blocks-accordion-title\"><strong>Quelles sont les \u00e9tapes cl\u00e9s pour \u00e9tablir un plan d\u2019action ?<\/strong><\/span><\/span><span class=\"kt-blocks-accordion-icon-trigger\"><\/span><\/button><\/div><div class=\"kt-accordion-panel kt-accordion-panel-hidden\"><div class=\"kt-accordion-panel-inner\">\n<p>Les 4 grandes \u00e9tapes sont :<\/p>\n\n\n<style>.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_15fff4-ef:not(.this-stops-third-party-issues){margin-top:0px;margin-bottom:0px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_15fff4-ef ul.kt-svg-icon-list:not(.this-prevents-issues):not(.this-stops-third-party-issues):not(.tijsloc){margin-top:0px;margin-right:0px;margin-bottom:var(--global-kb-spacing-xs, 1rem);margin-left:var(--global-kb-spacing-lg, 3rem);column-gap:13px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_15fff4-ef ul.kt-svg-icon-list{grid-row-gap:25px;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_15fff4-ef .kb-svg-icon-wrap{color:#cecb03;}.wp-block-kadence-iconlist.kt-svg-icon-list-items10902_15fff4-ef ul.kt-svg-icon-list .kt-svg-icon-list-item-wrap .kt-svg-icon-list-single{margin-right:19px;}.kt-svg-icon-list-items10902_15fff4-ef ul.kt-svg-icon-list .kt-svg-icon-list-level-0 .kt-svg-icon-list-single svg{font-size:20px;}<\/style>\n<div class=\"wp-block-kadence-iconlist kt-svg-icon-list-items kt-svg-icon-list-items10902_15fff4-ef kt-svg-icon-list-columns-1 alignnone kt-list-icon-aligntop\"><ul class=\"kt-svg-icon-list\">\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_024ab9-9b\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">D\u00e9finir des objectifs et indicateurs de performance<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_4b2b22-7c\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Hi\u00e9rarchiser les actions par ordre de priorit\u00e9<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_e664df-c2\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Construire des plans op\u00e9rationnels d\u00e9taill\u00e9s<\/span><\/li>\n\n\n\n<li class=\"wp-block-kadence-listitem kt-svg-icon-list-item-wrap kt-svg-icon-list-item-10902_0949b6-5d\"><span class=\"kb-svg-icon-wrap kb-svg-icon-fe_chevronsRight kt-svg-icon-list-single\"><svg viewBox=\"0 0 24 24\"  fill=\"none\" stroke=\"currentColor\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"  aria-hidden=\"true\"><polyline points=\"13 17 18 12 13 7\"\/><polyline points=\"6 17 11 12 6 7\"\/><\/svg><\/span><span class=\"kt-svg-icon-list-text\">Mesurer les r\u00e9sultats et ajuster la strat\u00e9gie<\/span><\/li>\n<\/ul><\/div>\n<\/div><\/div><\/div>\n<\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019\u00e9coute client est un processus d\u00e9terminant pour la r\u00e9ussite d\u2019une entreprise e-commerce. Dans un march\u00e9 ultra-comp\u00e9titif, proposer la&#8230;<\/p>\n","protected":false},"author":6,"featured_media":10904,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kadence_starter_templates_imported_post":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_wp_stack_schedule":false,"footnotes":""},"categories":[141],"tags":[],"taxonomy_info":{"category":[{"value":141,"label":"E-commerce"}]},"featured_image_src_large":["https:\/\/www.iconomie.org\/wp-content\/uploads\/2024\/01\/ameliorer-ecoute-client.png",1024,700,false],"author_info":{"display_name":"Editorial Staff","author_link":"https:\/\/www.iconomie.org\/author\/iconomie\/"},"comment_info":1,"category_info":[{"term_id":141,"name":"E-commerce","slug":"e-commerce","term_group":0,"term_taxonomy_id":141,"taxonomy":"category","description":"Avez-vous d\u00e9j\u00e0 r\u00eav\u00e9 de cr\u00e9er votre propre boutique e-commerce ? Ou peut-\u00eatre avez-vous d\u00e9j\u00e0 une boutique en ligne, mais vous avez du mal \u00e0 attirer des clients. Dans tous les cas, notre blog est l\u00e0 pour vous aider. Nos articles regorgent d'astuces et de conseils sur tous les sujets, du choix des bons produits \u00e0 vendre en ligne \u00e0 la cr\u00e9ation d'une strat\u00e9gie marketing qui incitera les internautes \u00e0 cliquer. De plus, nous passons en revue toutes les bases de la cr\u00e9ation d'une boutique en ligne. Ainsi, m\u00eame si vous partez de z\u00e9ro, vous saurez exactement ce que vous devez faire pour r\u00e9ussir. Alors, qu'attendez-vous ? Commencez \u00e0 lire et apprenez \u00e0 vous lancer et \u00e0 r\u00e9ussir dans le commerce \u00e9lectronique !","parent":0,"count":119,"filter":"raw","cat_ID":141,"category_count":119,"category_description":"Avez-vous d\u00e9j\u00e0 r\u00eav\u00e9 de cr\u00e9er votre propre boutique e-commerce ? Ou peut-\u00eatre avez-vous d\u00e9j\u00e0 une boutique en ligne, mais vous avez du mal \u00e0 attirer des clients. Dans tous les cas, notre blog est l\u00e0 pour vous aider. Nos articles regorgent d'astuces et de conseils sur tous les sujets, du choix des bons produits \u00e0 vendre en ligne \u00e0 la cr\u00e9ation d'une strat\u00e9gie marketing qui incitera les internautes \u00e0 cliquer. De plus, nous passons en revue toutes les bases de la cr\u00e9ation d'une boutique en ligne. Ainsi, m\u00eame si vous partez de z\u00e9ro, vous saurez exactement ce que vous devez faire pour r\u00e9ussir. Alors, qu'attendez-vous ? Commencez \u00e0 lire et apprenez \u00e0 vous lancer et \u00e0 r\u00e9ussir dans le commerce \u00e9lectronique !","cat_name":"E-commerce","category_nicename":"e-commerce","category_parent":0}],"tag_info":false,"_links":{"self":[{"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/posts\/10902"}],"collection":[{"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/comments?post=10902"}],"version-history":[{"count":2,"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/posts\/10902\/revisions"}],"predecessor-version":[{"id":10905,"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/posts\/10902\/revisions\/10905"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/media\/10904"}],"wp:attachment":[{"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/media?parent=10902"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/categories?post=10902"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.iconomie.org\/wp-json\/wp\/v2\/tags?post=10902"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}