{"id":9100,"date":"2021-10-06T09:28:00","date_gmt":"2021-10-06T09:28:00","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=9100"},"modified":"2021-10-06T09:28:00","modified_gmt":"2021-10-06T09:28:00","slug":"experience-client-quand-emotion-rime-avec-relation","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/experience-client-quand-emotion-rime-avec-relation\/","title":{"rendered":"Expe\u0301rience client : quand e\u0301motion rime avec relation"},"content":{"rendered":"\n\n \n\n
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Et si votre meilleur  avantage concurrentiel \u00e9tait de savoir susciter des \u00e9motions lors d\u2019une exp\u00e9rience client<\/a> ? En cr\u00e9ant la surprise ou la joie chez ses clients, une marque se diff\u00e9rencie, car elle cr\u00e9e de l\u2019attachement<\/strong>. Un attachement qui engendre, \u00e0 terme, davantage de recommandation et de fid\u00e9lisation.<\/p>\n\n\n\n

Ainsi, lorsqu\u2019ils se disent engag\u00e9s \u00e9motionnellement aupr\u00e8s d\u2019une marque, 81% des consommateurs n\u2019h\u00e9sitent pas \u00e0 en faire la promotion aupr\u00e8s de leur entourage<\/a>. En outre, ils 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<\/a>.<\/p>\n\n\n\n

L\u2019\u00e9motion dans l\u2019exp\u00e9rience client : au-del\u00e0 de la gestion de la qualit\u00e9<\/strong><\/h2>\n\n\n\n

En d\u00e9clenchant des \u00e9motions lors d\u2019une exp\u00e9rience client, une marque va bien au-del\u00e0 de la simple gestion de la qualit\u00e9. En effet, outre sa dimension op\u00e9rationnelle et fonctionnelle, l\u2019exp\u00e9rience client est avant tout une histoire de rencontres, de relations et d\u2019\u00e9changes<\/strong> entre les marques et leurs clients. Des moments de vie qui, bien souvent, g\u00e9n\u00e8rent des \u00e9motions positives ou n\u00e9gatives, \u00e0 la fois chez les clients, mais aussi chez les collaborateurs en charge de la relation client.<\/p>\n\n\n\n

Comment mettre \u00e0 profit les \u00e9motions qui fa\u00e7onnent l\u2019exp\u00e9rience<\/strong><\/h2>\n\n\n\n

Comment et pourquoi exploiter ces \u00e9motions au c\u0153ur de l\u2019exp\u00e9rience client ? C\u2019est la th\u00e9matique trait\u00e9e dans la premi\u00e8re saison de CX voices<\/a><\/strong>, le podcast d\u2019Odigo. T\u00e9moignages de clients, points de vue d\u2019experts et partages d\u2019exp\u00e9rience d\u2019acteurs de l\u2019exp\u00e9rience client s\u2019y sont succ\u00e9d\u00e9s au cours des 8 \u00e9pisodes particuli\u00e8rement riches en \u00e9changes ainsi qu\u2019en\u2026 \u00e9motions ! Vous en avez rat\u00e9s certains ? Pas d’inqui\u00e9tude, vous pouvez les retrouvez ci-dessous :<\/p>\n\n\n\n

    \n
  1. Exp\u00e9rience client et \u00e9motion, ce petit plus qui fait toute la diff\u00e9rence<\/a><\/li>\n\n\n\n
  2. L\u2019intelligence \u00e9motionnelle au service de l\u2019exp\u00e9rience client<\/a><\/li>\n\n\n\n
  3. Gestion de l\u2019insatisfaction client : prendre soin de ses clients pour renforcer leur fid\u00e9lit\u00e9<\/a><\/li>\n\n\n\n
  4. UX : comment g\u00e9n\u00e9rer des \u00e9motions \u00e0 partir de l\u2019exp\u00e9rience utilisateur ?<\/a><\/li>\n\n\n\n
  5. Les \u00e9motions d\u00e9pendent-elles du canal d\u2019interaction client ?<\/a><\/li>\n\n\n\n
  6. Quelles sont les cl\u00e9s pour aider les collaborateurs \u00e0 satisfaire les clients ?<\/a><\/li>\n\n\n\n
  7. Fid\u00e9lit\u00e9 client : pourquoi elle repose sur les \u00e9motions<\/a><\/li>\n\n\n\n
  8. L\u2019intelligence artificielle peut-elle amener de l\u2019\u00e9motion dans l\u2019exp\u00e9rience client ?<\/a><\/li>\n<\/ol>\n\n\n\n

    \u00c0 l\u2019issue de cette premi\u00e8re saison d\u00e9di\u00e9e \u00e0 l\u2019\u00e9motion au c\u0153ur de l\u2019exp\u00e9rience client, Odigo a r\u00e9alis\u00e9 un livre blanc qui r\u00e9unit l\u2019essentiel des t\u00e9moignages et vous permet d\u2019aller plus loin.<\/p>\n\n\n\n

    D\u00e9couvrez-les d\u00e8s aujourd\u2019hui dans notre livre blanc \u201cExp\u00e9rience client : quand \u00e9motion rime avec relation <\/p>\n\n\n

    \n
    \n
    \n
    \n T\u00e9l\u00e9chargez le livre blanc<\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/section>\n\t\n\n\n

    <\/p>\n\n\n\n

    <\/p>\n\n <\/div>\n\n <\/div>\n <\/div>\n\n <\/section>\n \n\n\n\n\n\n\n\n\n\n\n

    <\/p>\n","protected":false},"excerpt":{"rendered":"

    Il ne semble pas si lointain le temps o\u00f9 la messagerie instantan\u00e9e (MI) n’\u00e9tait per\u00e7ue que comme un outil secondaire, utilis\u00e9 seulement par des centres de contacts pr\u00e9curseurs. Il est aujourd’hui impensable pour une marque de se passer de ce canal essentiel dans sa strat\u00e9gie de communication. Pourquoi la messagerie instantan\u00e9e est-elle dor\u00e9navant si populaire et comment modifie-t-elle l’exp\u00e9rience client?<\/p>\n","protected":false},"author":2,"featured_media":9103,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"3","author_id":66},"categories":[199],"tags":[58],"topic":[],"class_list":["post-9100","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tendances-marche-analyses","tag-customer-experience"],"acf":{"blog_author":[66]},"yoast_head":"\nMettre \u00e0 profit les \u00e9motions dans l\u2019exp\u00e9rience client<\/title>\n<meta name=\"description\" content=\"Misez sur l'\u00e9motion dans l'exp\u00e9rience client pour am\u00e9liorer votre fid\u00e9lisation client et en faire un atout pour votre entreprise.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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