{"id":7872,"date":"2021-08-03T07:51:53","date_gmt":"2021-08-03T07:51:53","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=podcast&#038;p=7872"},"modified":"2026-03-28T00:45:21","modified_gmt":"2026-03-27T23:45:21","slug":"s1-ep1-en-quoi-lemotion-dans-lexperience-client-peut-reellement-faire-la-difference","status":"publish","type":"podcast","link":"https:\/\/odigo.com\/fr\/podcast\/s1-ep1-en-quoi-lemotion-dans-lexperience-client-peut-reellement-faire-la-difference\/","title":{"rendered":"S1 \u2013 Ep1 \u2013 En quoi l\u2019\u00e9motion dans l\u2019exp\u00e9rience client peut r\u00e9ellement faire la diff\u00e9rence ?"},"content":{"rendered":"    <section\n        class=\"  section article-body podcast-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p>Retrouvez ce podcast sur : <a href=\"https:\/\/podcasts.apple.com\/fr\/podcast\/cx-voices\/id1559921002\" target=\"_blank\" rel=\"noreferrer noopener\">Apple podcast<\/a> \/\/ <a href=\"https:\/\/open.spotify.com\/show\/4H1O7gVLBxvAFNSemKmUSC\" target=\"_blank\" rel=\"noreferrer noopener\">spotify<\/a><\/p>\n\n\n\n<p>Dans ce premier \u00e9pisode de CX voices, nous recevons <span class=\"has-inline-color has-black-color\">C\u00e9lia Staub<\/span>, Omni-channel Client Relation Project Director chez Kering, et <span class=\"has-inline-color has-black-color\">Laurence Body<\/span>, expert Exp\u00e9rience Client, auteure et fondatrice de X+M. Ensemble, elles diss\u00e8quent nos \u00e9motions pour mieux comprendre comment et pourquoi elles peuvent nous faire pr\u00e9f\u00e9rer une marque \u00e0 une autre. <\/p>\n\n\n\n<p>Odigo re\u00e7oit <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">C\u00e9lia Staub<\/span><\/strong>, Omni-Channel Client Relation Project Director chez Kering. Kering est un grand nom du luxe qui d\u00e9tient de tr\u00e8s nombreuses marques comme Gucci, Saint Laurent ou encore Bottega Veneta. Et notre deuxi\u00e8me invit\u00e9 <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">Laurence Body<\/span><\/strong>, Expert Exp\u00e9rience Client, auteure et fondatrice de X+M, une agence d\u2019innovation par l\u2019exp\u00e9rience client. Ses livres sur la relation client sont accessibles ici : <a href=\"https:\/\/www.experience-client.com\/\">https:\/\/www.experience-client.com\/<\/a><\/p>\n\n\n\n<p><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-black-color\"><span style=\"text-decoration: underline;\">L&rsquo;objectif de cet \u00e9pisode ?<\/span><\/mark><strong><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-black-color\"><span style=\"text-decoration: underline;\"> <\/span><\/mark> <\/strong>Comprendre<mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3466\" class=\"has-inline-color\"><strong> en quoi les \u00e9motions peuvent faire la diff\u00e9rence dans la relation client<\/strong><\/mark> et r\u00e9pondre \u00e0 d&rsquo;autres questions dont :<\/p>\n\n\n\n<p>\u2022 Zoom sur les notions d\u2019exp\u00e9rience satisfaisante et d\u2019\u00e9motion positive.<\/p>\n\n\n\n<p>\u2022 Les ingr\u00e9dients pour cr\u00e9er de belles \u00e9motions selon C\u00e9lia Staub.<\/p>\n\n\n\n<p>\u2022 Des exemples concrets de comment on cr\u00e9e de l&rsquo;\u00e9motion chez Kering.<\/p>\n\n\n\n<p>\u00c0 vos \u00e9couteurs !<\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n    <section\n        class=\"  section article-body podcast-article-body article-white \">\n\n                <div class=\"container\">\n            <div class=\"row\">\n\n                <div class=\"col-12 article-text\">\n                    \n\n<p>Si le podcast vous pla\u00eet et vous aide dans vos r\u00e9flexions, le meilleur moyen de nous le dire, ou de nous partager un feedback constructif, c\u2019est simplement de laisser un avis (5 \u00e9toiles de pr\u00e9f\u00e9rence) sur Apple Podcasts.<\/p>\n\n\n\n<p>Vous pouvez \u00e9galement partager ce podcast autour de vous. Je suis s\u00fbr que vous connaissez quelqu\u2019un qui aimerait beaucoup \u00e9couter des conversations inspirantes sur l\u2019\u00e9cosyst\u00e8me de la relation client \ud83d\ude09<\/p>\n\n\n\n<p>C\u2019est gr\u00e2ce \u00e0 vos feedbacks et vos partages que nous allons pouvoir faire conna\u00eetre ce podcast et toucher de nouvelles personnes, alors n\u2019h\u00e9sitez pas !<\/p>\n\n\n\n<p>Si vous avez des questions sur le podcast ou des personnes que vous aimeriez que j\u2019interview, vous pouvez me contacter directement sur :&nbsp;<strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3466\" class=\"has-inline-color\"><strong><strong><strong>contact.odigo.fr@odigo.com<\/strong> <\/strong><\/strong><\/mark><\/strong><\/p>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    ","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":7873,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"14 min","embed":"<iframe width=\"100%\" height=\"166\" scrolling=\"no\" frameborder=\"no\" allow=\"autoplay\" src=\"https:\/\/w.soundcloud.com\/player\/?url=https%3A\/\/api.soundcloud.com\/tracks\/1024832179&color=fa3363\"><\/iframe><div style=\"font-size: 10px; color: #cccccc;line-break: anywhere;word-break: normal;overflow: hidden;white-space: nowrap;text-overflow: ellipsis; font-family: Interstate,Lucida Grande,Lucida Sans Unicode,Lucida Sans,Garuda,Verdana,Tahoma,sans-serif;font-weight: 100;\"><a href=\"https:\/\/soundcloud.com\/odigocx\" title=\"Odigo\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">Odigo<\/a> \u00b7 <a href=\"https:\/\/soundcloud.com\/odigocx\/en-quoi-l-motion-dans-lexp\" title=\"En quoi l\u2019\u00e9motion dans l\u2019exp\u00e9rience client peut r\u00e9ellement faire la diff\u00e9rence ?\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">En quoi l\u2019\u00e9motion dans l\u2019exp\u00e9rience client peut r\u00e9ellement faire la diff\u00e9rence ?<\/a><\/div>"},"tags":[],"topic":[],"podcast-season":[234,237],"class_list":["post-7872","podcast","type-podcast","status-publish","has-post-thumbnail","hentry","podcast-season-saison-1","podcast-season-season-1"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>En quoi l\u2019\u00e9motion dans l\u2019exp\u00e9rience client peut r\u00e9ellement faire la diff\u00e9rence ?<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez le nouveau podcast Odigo, avec nos invit\u00e9s qui expliquent en quoi les \u00e9motions peuvent faire la diff\u00e9rence dans la relation client\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta 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