{"id":467,"date":"2021-07-07T06:30:41","date_gmt":"2021-07-19T11:45:36","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/blog-and-resources\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/"},"modified":"2021-07-07T06:30:41","modified_gmt":"2021-07-19T11:45:36","slug":"fidelite-client-pourquoi-elle-repose-sur-les-emotions","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/","title":{"rendered":"Fid\u00e9lit\u00e9 client : pourquoi elle repose sur les \u00e9motions"},"content":{"rendered":"\n\n    <section\n        class=\"  section article-body post-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>Est-il vrai que la fid\u00e9lit\u00e9 client repose en partie sur les \u00e9motions qu\u2019une marque suscitera chez ceux qui la contacte ? Sans aucun doute, elles jouent un r\u00f4le. C\u2019est ce que confirme une \u00e9tude de <a href=\"https:\/\/www.youtube.com\/watch?v=pQPXyGys-ms\" target=\"_blank\" rel=\"noopener\">Temkin Group<\/a> selon laquelle <a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/experience-client-et-emotion-ce-petit-plus-qui-fait-toute-la-difference\/\" target=\"_blank\" rel=\"noopener\">la cr\u00e9ation d\u2019un lien \u00e9motionnel permet de construire une relation plus solide et durable<\/a> entre une entreprise et ses clients. Ainsi, les consommateurs seraient 7,8 fois plus enclins \u00e0 essayer un nouveau produit ou service et 7,1 fois plus susceptibles d\u2019acheter davantage s\u2019ils ressentent une \u00e9motion positive vis-\u00e0-vis d\u2019une marque.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-la-fidelite-client-repose-sur-le-rationnel-mais-aussi-sur-les-emotions\">La fid\u00e9lit\u00e9 client repose sur le rationnel mais aussi sur les \u00e9motions<\/h2>\n\n\n\n<p><strong>L<\/strong><strong>a fid\u00e9lit\u00e9 client ne repose pas uniquement sur des \u00e9l\u00e9ments rationnels et objectifs<\/strong>, mais aussi sur des crit\u00e8res relationnels et subjectifs comme les \u00e9motions. La fid\u00e9lit\u00e9 ne serait donc pas une science exacte, selon Ornella Godard, Docteure en psychologie cognitive et neurosciences et Directrice de l\u2019activation neurosciences au sein du groupe Ipsos : <em>\u00ab En fait, l\u2019attachement durable \u00e0 une marque est un ph\u00e9nom\u00e8ne complexe qui ne repose pas uniquement sur des crit\u00e8res objectifs et rationnels. Il existe, par exemple, des consommateurs qui malgr\u00e9 des d\u00e9ceptions multiples, vont rester attach\u00e9s \u00e0 leur marque. Des \u00e9l\u00e9ments subjectifs, non rationnels, et \u00e9motionnels entrent \u00e9galement en ligne de compte dans la notion de fid\u00e9lit\u00e9. Et, finalement, c\u2019est comme si la marque \u00e9tait une personne que l\u2019on aime, \u00e0 qui on est fortement attach\u00e9 et \u00e0 qui on peut pardonner un certain nombre de choses\u2026 \u00bb<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-l-emotion-au-coeur-de-la-relation-client-lors-de-la-gestion-de-sinistre\"><strong>L\u2019\u00e9motion au <\/strong><strong>c\u0153ur<\/strong><strong> de la relation client lors de la gestion de sinistre<\/strong><\/h2>\n\n\n\n<p>On a tendance \u00e0 penser que ce sont des \u00e9motions positives telles que la joie, la surprise, ou encore la s\u00e9r\u00e9nit\u00e9 qui d\u00e9terminent le niveau de fid\u00e9lit\u00e9 d\u2019un client. Pourtant, lorsque l\u2019exp\u00e9rience client se joue dans l\u2019univers de l\u2019assurance, des \u00e9motions comme la col\u00e8re, l\u2019anxi\u00e9t\u00e9, la tristesse ou encore la frustration se retrouvent \u00e9galement au c\u0153ur de la relation client. C\u2019est notamment le cas lors de<strong> la gestion de sinistre, moment crucial pour un assur\u00e9<\/strong>. <em>\u00ab La d\u00e9claration de sinistre est tellement importante que nous avons cr\u00e9\u00e9 une fili\u00e8re d\u00e9di\u00e9e \u00e0 cette \u00e9tape, avec des personnes sp\u00e9cifiquement form\u00e9es pour la traiter. Il s\u2019agit bien \u00e9videmment de r\u00e9pondre juste, de rassurer face \u00e0 des formes de peur ou de col\u00e8re parfois. Il faut aussi \u00eatre tr\u00e8s clair et tr\u00e8s simple. Ca peut ressembler \u00e0 un processus assez simple, mais finalement, \u00e7a d\u00e9pend vraiment de l\u2019interaction que l\u2019on va avoir avec le soci\u00e9taire \u00bb<\/em>, d\u00e9taille Nicolas Courjault, Responsable excellence op\u00e9rationnelle et satisfaction soci\u00e9taires de la MAIF.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-maif-remettre-l-emotion-au-coeur-de-la-relation-client-avec-un-referentiel\">MAIF : Remettre l\u2019\u00e9motion au c\u0153ur de la relation client avec un r\u00e9f\u00e9rentiel<\/h2>\n\n\n\n<p>\u00c0 la MAIF, <strong>la dimension \u00e9motionnelle constitue un facteur diff\u00e9renciant<\/strong>. Elle se retrouve d\u2019ailleurs, comme le souligne Nicolas Courjault, <em>\u00ab au c\u0153ur des \u00e9changes avec les soci\u00e9taires \u00bb<\/em>. C\u2019est pourquoi la mutuelle a carr\u00e9ment int\u00e9gr\u00e9 cette notion dans sa strat\u00e9gie relationnelle. <em>\u00ab Nous avons co-con\u00e7u un dispositif complet qu\u2019on appelle l\u2019\u00e9cosyst\u00e8me des \u00e9motions en interne.<strong> C\u2019est un r\u00e9f\u00e9rentiel int\u00e9grant toutes les \u00e9motions : la peur, la col\u00e8re, la tristesse mais aussi les \u00e9motions positives.<\/strong> Pour ce faire, nous avons form\u00e9 l\u2019ensemble de nos 4500 collaborateurs en contact avec nos soci\u00e9taires par rapport \u00e0 notre r\u00e9f\u00e9rentiel des \u00e9motions. Et pour \u00eatre un peu innovant, nous avons param\u00e9tr\u00e9 des algorithmes d\u2019IA sur la base de ce r\u00e9f\u00e9rentiel, qui nous aide \u00e0 classer un tr\u00e8s grand nombre de t\u00e9moignages et de verbatims dans les diff\u00e9rents th\u00e8mes des \u00e9motions. En parall\u00e8le, <strong>les \u00e9coutes t\u00e9l\u00e9phoniques sont transform\u00e9es en \u00e9coutes \u00e9motions<\/strong>, c\u2019est-\u00e0-dire que les managers et collaborateurs ou collaborateurs entre pairs sont amen\u00e9s \u00e0 r\u00e9\u00e9couter leurs \u00e9changes avec les soci\u00e9taires et les prospects pour d\u00e9tecter les moments d\u2019\u00e9motion \u00e0 froid. Un silence, c\u2019est aussi parfois la traduction d\u2019une \u00e9motion. Dans le monde de l\u2019assurance, il faut aussi savoir interpr\u00e9ter ces silences. \u00bb<\/em><\/p>\n\n\n\n<p>Malmen\u00e9es par la crise sanitaire, qui induit notamment une plus forte comp\u00e9titivit\u00e9 face \u00e0 des consommateurs de plus en plus exigeants, la fid\u00e9lit\u00e9 est un enjeu de taille. Selon le dernier Podium de la Relation Client\u00ae (BearingPoint et Kantar), il y a&nbsp; trois marqueurs essentiels de diff\u00e9renciation \u00e0 toujours garder au c\u0153ur de la relation client : la <a href=\"https:\/\/odigo.com\/fr-fr\/blog-et-ressources\/blog\/batissez-votre-histoire-avec-vos-clients-au-fil-des-conversations\/\" target=\"_blank\" rel=\"noopener\">coh\u00e9rence multicanale<\/a>, la responsabilit\u00e9 et l\u2019\u00e9motion.<\/p>\n\n\n\n<p>La fid\u00e9lit\u00e9 client repose donc en partie sur les \u00e9motions, c\u2019est in\u00e9vitable. Pour autant, si l\u2019\u00e9motion est bel et bien au c\u0153ur de la relation client, ce n\u2019est pas le seul facteur \u00e0 prendre en compte. Les consommateurs attendent aussi des entreprises qu\u2019elles leur apportent <strong>efficacit\u00e9, qualit\u00e9 de service et engagement <\/strong>pour susciter un v\u00e9ritable attachement. C\u2019est tout l\u2019enjeu qui attend les entreprises \u00e0 l\u2019avenir.<\/p>\n\n\n    <section>\n        <div class=\"buttons-block\">\n            <div class=\"container\">\n                <div class=\"buttons buttons--horizontal\">\n                    <a class=\"button-icon\" href=\"https:\/\/www.odigo.com\/fr-fr\/blog-et-ressources\/podcast\/s1-ep7-lemotion-permet-elle-de-fideliser\/\" id=\"tracking\">\u00c9coutez l&#039;\u00e9pisode<\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n    <\/section>\n\t\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n                <\/div>\n\n            <\/div>\n        <\/div>\n\n    <\/section>\n    \n\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"<p>L\u2019\u00e9motion est au c\u0153ur de la relation client et est un facteur, aujourd\u2019hui plus que jamais, de  fid\u00e9lit\u00e9 client. Positive ou n\u00e9gative, l\u2019\u00e9motion ressentie joue en effet un r\u00f4le dans le choix et l\u2019attachement \u00e0 une marque. Pour autant, les \u00e9motions ne constituent pas l\u2019unique raison qui pousse un client \u00e0 rester fid\u00e8le. Explications avec Ornella Godard, Docteure en psychologie cognitive et neurosciences, mais aussi Directrice de l\u2019activation neurosciences au sein du groupe Ipsos, et Nicolas Courjault, Responsable excellence op\u00e9rationnelle et satisfaction soci\u00e9taires de la MAIF, dans le 7e \u00e9pisode de CX voices, le podcast d&rsquo;Odigo.<\/p>\n","protected":false},"author":2,"featured_media":469,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":66},"categories":[199],"tags":[],"topic":[],"class_list":["post-467","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances-marche-analyses"],"acf":{"blog_author":[66]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Les \u00e9motions encourage la fid\u00e9lit\u00e9 client<\/title>\n<meta name=\"description\" content=\"Comment l&#039;\u00e9motion influe sur la fid\u00e9lit\u00e9 des clients ? Explications dans le 7e \u00e9pisode de CX voices, le podcast d&#039;Odigo.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les \u00e9motions encourage la fid\u00e9lit\u00e9 client\" \/>\n<meta property=\"og:description\" content=\"Comment l&#039;\u00e9motion influe sur la fid\u00e9lit\u00e9 des clients ? Explications dans le 7e \u00e9pisode de CX voices, le podcast d&#039;Odigo.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/\" \/>\n<meta property=\"og:site_name\" content=\"Odigo\" \/>\n<meta property=\"article:published_time\" content=\"2021-07-19T11:45:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/odigo.com\/wp-content\/uploads\/2021\/07\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"600\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"paul-arthur\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"paul-arthur\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/\"},\"author\":{\"name\":\"paul-arthur\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#\\\/schema\\\/person\\\/276f3f9975cda89d7d6960d1be35b226\"},\"headline\":\"Fid\u00e9lit\u00e9 client : pourquoi elle repose sur les \u00e9motions\",\"datePublished\":\"2021-07-19T11:45:36+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/\"},\"wordCount\":867,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/07\\\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg\",\"articleSection\":[\"Tendances march\u00e9 &amp; analyses\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/\",\"name\":\"Les \u00e9motions encourage la fid\u00e9lit\u00e9 client\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/07\\\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg\",\"datePublished\":\"2021-07-19T11:45:36+00:00\",\"description\":\"Comment l'\u00e9motion influe sur la fid\u00e9lit\u00e9 des clients ? Explications dans le 7e \u00e9pisode de CX voices, le podcast d'Odigo.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/#breadcrumb\"},\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/#primaryimage\",\"url\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/07\\\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg\",\"contentUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2021\\\/07\\\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg\",\"width\":600,\"height\":400},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/blog\\\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Fid\u00e9lit\u00e9 client : pourquoi elle repose sur les \u00e9motions\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#website\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\",\"name\":\"Odigo\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/odigo.com\\\/fr\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#organization\",\"name\":\"Odigo\",\"url\":\"https:\\\/\\\/odigo.com\\\/fr\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2026\\\/03\\\/logo-odigo.svg\",\"contentUrl\":\"https:\\\/\\\/odigo.com\\\/wp-content\\\/uploads\\\/2026\\\/03\\\/logo-odigo.svg\",\"width\":142,\"height\":63,\"caption\":\"Odigo\"},\"image\":{\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#\\\/schema\\\/logo\\\/image\\\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/odigo.com\\\/fr\\\/#\\\/schema\\\/person\\\/276f3f9975cda89d7d6960d1be35b226\",\"name\":\"paul-arthur\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-FR\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/1c790e7b42315eef86819e5c14db3d83c49395e6437aeeb510e50f559c77021d?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/1c790e7b42315eef86819e5c14db3d83c49395e6437aeeb510e50f559c77021d?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/1c790e7b42315eef86819e5c14db3d83c49395e6437aeeb510e50f559c77021d?s=96&d=mm&r=g\",\"caption\":\"paul-arthur\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Les \u00e9motions encourage la fid\u00e9lit\u00e9 client","description":"Comment l'\u00e9motion influe sur la fid\u00e9lit\u00e9 des clients ? Explications dans le 7e \u00e9pisode de CX voices, le podcast d'Odigo.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/","og_locale":"fr_FR","og_type":"article","og_title":"Les \u00e9motions encourage la fid\u00e9lit\u00e9 client","og_description":"Comment l'\u00e9motion influe sur la fid\u00e9lit\u00e9 des clients ? Explications dans le 7e \u00e9pisode de CX voices, le podcast d'Odigo.","og_url":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/","og_site_name":"Odigo","article_published_time":"2021-07-19T11:45:36+00:00","og_image":[{"width":600,"height":400,"url":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/07\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg","type":"image\/jpeg"}],"author":"paul-arthur","twitter_card":"summary_large_image","twitter_misc":{"\u00c9crit par":"paul-arthur","Dur\u00e9e de lecture estim\u00e9e":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/#article","isPartOf":{"@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/"},"author":{"name":"paul-arthur","@id":"https:\/\/odigo.com\/fr\/#\/schema\/person\/276f3f9975cda89d7d6960d1be35b226"},"headline":"Fid\u00e9lit\u00e9 client : pourquoi elle repose sur les \u00e9motions","datePublished":"2021-07-19T11:45:36+00:00","mainEntityOfPage":{"@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/"},"wordCount":867,"commentCount":0,"publisher":{"@id":"https:\/\/odigo.com\/fr\/#organization"},"image":{"@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/#primaryimage"},"thumbnailUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/07\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg","articleSection":["Tendances march\u00e9 &amp; analyses"],"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/","url":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/","name":"Les \u00e9motions encourage la fid\u00e9lit\u00e9 client","isPartOf":{"@id":"https:\/\/odigo.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/#primaryimage"},"image":{"@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/#primaryimage"},"thumbnailUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/07\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg","datePublished":"2021-07-19T11:45:36+00:00","description":"Comment l'\u00e9motion influe sur la fid\u00e9lit\u00e9 des clients ? Explications dans le 7e \u00e9pisode de CX voices, le podcast d'Odigo.","breadcrumb":{"@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/#breadcrumb"},"inLanguage":"fr-FR","potentialAction":[{"@type":"ReadAction","target":["https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/"]}]},{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/#primaryimage","url":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/07\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg","contentUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2021\/07\/2021-07-06_Odigo_600x400px_Season-1_Blog-image-7_Final-1-2.jpg","width":600,"height":400},{"@type":"BreadcrumbList","@id":"https:\/\/odigo.com\/fr\/blog\/fidelite-client-pourquoi-elle-repose-sur-les-emotions\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Accueil","item":"https:\/\/odigo.com\/fr\/"},{"@type":"ListItem","position":2,"name":"Fid\u00e9lit\u00e9 client : pourquoi elle repose sur les \u00e9motions"}]},{"@type":"WebSite","@id":"https:\/\/odigo.com\/fr\/#website","url":"https:\/\/odigo.com\/fr\/","name":"Odigo","description":"","publisher":{"@id":"https:\/\/odigo.com\/fr\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/odigo.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Organization","@id":"https:\/\/odigo.com\/fr\/#organization","name":"Odigo","url":"https:\/\/odigo.com\/fr\/","logo":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/odigo.com\/fr\/#\/schema\/logo\/image\/","url":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/03\/logo-odigo.svg","contentUrl":"https:\/\/odigo.com\/wp-content\/uploads\/2026\/03\/logo-odigo.svg","width":142,"height":63,"caption":"Odigo"},"image":{"@id":"https:\/\/odigo.com\/fr\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/odigo.com\/fr\/#\/schema\/person\/276f3f9975cda89d7d6960d1be35b226","name":"paul-arthur","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/secure.gravatar.com\/avatar\/1c790e7b42315eef86819e5c14db3d83c49395e6437aeeb510e50f559c77021d?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/1c790e7b42315eef86819e5c14db3d83c49395e6437aeeb510e50f559c77021d?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/1c790e7b42315eef86819e5c14db3d83c49395e6437aeeb510e50f559c77021d?s=96&d=mm&r=g","caption":"paul-arthur"}}]}},"_links":{"self":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/posts\/467","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/comments?post=467"}],"version-history":[{"count":0,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/posts\/467\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/media\/469"}],"wp:attachment":[{"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/media?parent=467"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/categories?post=467"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/tags?post=467"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/odigo.com\/fr\/wp-json\/wp\/v2\/topic?post=467"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}