{"id":7885,"date":"2021-08-03T08:09:44","date_gmt":"2021-08-03T08:09:44","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?post_type=podcast&#038;p=7885"},"modified":"2026-03-28T00:42:21","modified_gmt":"2026-03-27T23:42:21","slug":"s1-ep3-comment-faire-de-linsatisfaction-une-opportunite","status":"publish","type":"podcast","link":"https:\/\/odigo.com\/fr\/podcast\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\/","title":{"rendered":"S1 &#8211; Ep3 &#8211; Comment faire de l&rsquo;insatisfaction une opportunit\u00e9 ?"},"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 troisi\u00e8me \u00e9pisode de <span style=\"color:#ff3466\" class=\"has-inline-color\"><strong>CX voices<\/strong><\/span> by Odigo, <span style=\"color:#ff3466\" class=\"has-inline-color\"><strong>Ga\u00ebtan Maillet<\/strong>,<\/span> Designer des Services sur la Plateforme e-commerce et leader du projet Easyreturn chez DECATHLON France, et <strong><span style=\"color:#ff3466\" class=\"has-inline-color\">Marie-Louis Jullien<\/span><\/strong>, D\u00e9l\u00e9gu\u00e9 G\u00e9n\u00e9ral de l&rsquo;AMARC, nous parlent de l&rsquo;insatisfaction client et nous expliquent comment la transformer en levier de satisfaction. .<\/p>\n\n\n\n<p><span style=\"text-decoration: underline;\">L&rsquo;objectif de cet \u00e9pisode<\/span> est de r\u00e9pondre \u00e0 une question (pas si) simple :<span style=\"color:#ff3466\" class=\"has-inline-color\"><strong> L\u2019insatisfaction client est-elle une fatalit\u00e9 ?<\/strong><\/span><\/p>\n\n\n\n<p>Au travers d&rsquo;une discussion \u00e0 trois voix et sans langue de bois, d\u00e9couvrez les opinions de nos invit\u00e9s :<\/p>\n\n\n\n<p>\u2022 Comment devrait-on accueillir un client m\u00e9content ?<\/p>\n\n\n\n<p>\u2022 Le projet Easyreturn chez DECATHLON, c&rsquo;est quoi ? Et comment sert-il \u00e0 la fois le client, le collaborateur et la marque ?<\/p>\n\n\n\n<p>\u2022 Est-ce une bonne id\u00e9e d&rsquo;impliquer les collaborateurs dans les retours clients ? Si oui, de quelle mani\u00e8re?<\/p>\n\n\n\n<p>\u2022 Comment les entreprises peuvent-elles mieux g\u00e9rer l\u2019insatisfaction chez leurs clients ?<\/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":10318,"template":"","meta":{"_acf_changed":false,"footnotes":"","reading_time":"15 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\/1047422269&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\/comment-faire-de\" title=\"Comment faire de l&#x27;insatisfaction une opportunit\u00e9 ?\" target=\"_blank\" style=\"color: #cccccc; text-decoration: none;\">Comment faire de l&#x27;insatisfaction une opportunit\u00e9 ?<\/a><\/div>"},"tags":[],"topic":[],"podcast-season":[234,237],"class_list":["post-7885","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>Comment faire de l&#039;insatisfaction une opportunit\u00e9 ?<\/title>\n<meta name=\"description\" content=\"Dans cet \u00e9pisode de CX voices, nos invit\u00e9s nous parlent de comment appr\u00e9hender l&#039;insatisfaction client et en faire une opportunit\u00e9\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment faire de l&#039;insatisfaction une opportunit\u00e9 ?\" \/>\n<meta property=\"og:description\" content=\"Dans cet \u00e9pisode de CX voices, nos invit\u00e9s nous parlent de comment appr\u00e9hender l&#039;insatisfaction client et en faire une opportunit\u00e9\" \/>\n<meta property=\"og:url\" content=\"https:\/\/odigo.com\/fr\/podcast\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\/\" \/>\n<meta property=\"og:site_name\" content=\"Odigo\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-27T23:42:21+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/08\/MicrosoftTeams-image-22.png\" \/>\n\t<meta property=\"og:image:width\" content=\"511\" \/>\n\t<meta property=\"og:image:height\" content=\"321\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/\",\"name\":\"Comment faire de l'insatisfaction une opportunit\u00e9 ?\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/08\\\/MicrosoftTeams-image-22.png\",\"datePublished\":\"2021-08-03T08:09:44+00:00\",\"dateModified\":\"2026-03-27T23:42:21+00:00\",\"description\":\"Dans cet \u00e9pisode de CX voices, nos invit\u00e9s nous parlent de comment appr\u00e9hender l'insatisfaction client et en faire une opportunit\u00e9\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/#primaryimage\",\"url\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/08\\\/MicrosoftTeams-image-22.png\",\"contentUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/08\\\/MicrosoftTeams-image-22.png\",\"width\":511,\"height\":321},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/s1-ep3-comment-faire-de-linsatisfaction-une-opportunite\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Podcasts\",\"item\":\"https:\\\/\\\/odigo.com\\\/fr\\\/podcast\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"S1 &#8211; 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