{"id":3100,"date":"2019-04-07T01:27:05","date_gmt":"2019-04-07T05:27:05","guid":{"rendered":"http:\/\/akiriconsultants.com\/?p=3100"},"modified":"2021-07-03T11:40:51","modified_gmt":"2021-07-03T15:40:51","slug":"lexperience-client-comme-critere-de-priorisation","status":"publish","type":"post","link":"https:\/\/akiriconsultants.com\/fr\/lexperience-client-comme-critere-de-priorisation\/","title":{"rendered":"L\u2019exp\u00e9rience client comme crit\u00e8re de priorisation"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 hundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"background-color: rgba(255,255,255,0);background-position: left top;background-repeat: no-repeat;padding-top:4%;padding-right:0px;padding-bottom:0px;padding-left:0px;margin-bottom: 0px;margin-top: 0px;border-width: 0px 0px 0px 0px;border-color:#e8eaf0;border-style:solid;\" ><div class=\"fusion-builder-row fusion-row\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-first fusion-no-small-visibility\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 0px + 0px ) * 0.16666666666667 ) );margin-right: 0px;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_2_3 2_3 fusion-two-third\" style=\"width:66.666666666667%;width:calc(66.666666666667% - ( ( 0px + 0px ) * 0.66666666666667 ) );margin-right: 0px;margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-text fusion-text-1\"><p><span class=\"fusion-dropcap dropcap dropcap-boxed\" style=\"border-radius:50%;background-color:#7e1710;color:#fff;\">A<\/span>vez-vous d\u00e9j\u00e0 consult\u00e9 votre liste de projets prioritaires en pensant qu&rsquo;il manquait quelque chose? Malgr\u00e9 une m\u00e9thodologie structur\u00e9e et robuste, qui tient compte des co\u00fbts, des avantages et des risques de mise en \u0153uvre, vous avez peut-\u00eatre oubli\u00e9 un crit\u00e8re d\u00e9cisionnel essentiel:\u00a0<strong>l\u2019exp\u00e9rience client<\/strong>.<\/p>\n<p>Les b\u00e9n\u00e9fices d\u2019une exp\u00e9rience client positive sur les r\u00e9sultats nets ont \u00e9t\u00e9 clairement document\u00e9s au cours des ann\u00e9es (voir l\u2019article de HBR: \u00ab<a href=\"https:\/\/hbr.org\/2014\/08\/the-value-of-customer-experience-quantified\" target=\"_self\" rel=\"noopener\"><u>The Value of Customer Experience, Quantified<\/u><\/a>\u00bb). Les clients ayant eu les exp\u00e9riences les plus positives d\u00e9pensent g\u00e9n\u00e9ralement beaucoup plus que ceux qui ont affirm\u00e9 avoir eu une exp\u00e9rience m\u00e9diocre.<\/p>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:10px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-2\"><h3 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"28\" data-lineheight=\"28px\"><strong>Mod\u00e9lisation<\/strong><\/h3>\n<p class=\" translation-block\">Alors, comment tenir compte de l&rsquo;exp\u00e9rience client durant le processus de priorisation des initiatives? Tout d\u2019abord, mod\u00e9lisez le parcours client de votre exp\u00e9rience client cible (en faisant un \u00ab\u00a0Customer Journey Map\u00a0\u00bb). Si votre organisation a d\u00e9j\u00e0 fait cet exercice, c&rsquo;est parfait! Sinon, il est toujours possible de le faire \u00e0 l&rsquo;interne apr\u00e8s avoir suivi\u00a0<a href=\"https:\/\/continuingstudies.mcgill.ca\/search\/publicCourseSearchDetails.do?method=load&amp;courseId=1716752\" target=\"_self\" rel=\"noopener\"><u>un cours<\/u><\/a>. Une autre piste de solution existe, engager un\u00a0<strong>consultant-sp\u00e9cialiste<\/strong>\u00a0pour vous aider tout le long du processus.<\/p>\n<p>L\u2019identification des\u00a0<strong>moments de v\u00e9rit\u00e9\u00a0<\/strong>est un facteur de succ\u00e8s dans tout processus de mod\u00e9lisation du parcours client. En r\u00e9sum\u00e9, ce sont les situations o\u00f9 la relation \u00e0 long terme entre une organisation et sa client\u00e8le peuvent changer de mani\u00e8re significative \u2013 ce pour le meilleur ou pour le pire. L\u2019exp\u00e9rience client lorsqu&rsquo;on tente de retourner un produit d\u00e9fectueux constituerait un moment de v\u00e9rit\u00e9 pour la plupart des entreprises, par exemple.<\/p>\n<\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-separator fusion-full-width-sep\" style=\"margin-left: auto;margin-right: auto;margin-top:30px;width:100%;\"><\/div><div class=\"fusion-sep-clear\"><\/div><div class=\"fusion-text fusion-text-3\"><div class=\"fusion-text fusion-text-3\">\n<h3 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"28\" data-lineheight=\"28px\">Crit\u00e8res d\u00e9cisionnels<\/h3>\n<p>Comment pouvons-nous tirer profit des initiatives potentielles, du parcours client mod\u00e9lis\u00e9 et des moments de v\u00e9rit\u00e9? Prenons par exemple, un fabricant de machinerie industrielle qui aurait identifi\u00e9 douze projets potentiels. Chaque projet, \u00e9valu\u00e9 de 1 \u00e0 5 sur la base de la valeur et de la faisabilit\u00e9, est plac\u00e9 en fonction de sa priorit\u00e9 sur un graphique.<\/p>\n<\/div>\n<div class=\"fusion-text fusion-text-4\">\n<p class=\" translation-block\">Le graphique ci-dessous nous d\u00e9montre que l&rsquo;int\u00e9gration de chaque machine \u00e0 l&rsquo;ERP rapportera beaucoup de valeur, mais que la faisabilit\u00e9 est faible en raison des co\u00fbts \u00e9lev\u00e9s (quadrant sup\u00e9rieur gauche). D&rsquo;autre part, demander \u00e0 tous les membres du personnel de porter un uniforme avec logo corporatif serait tout \u00e0 fait faisable mais aurait un faible impact sur les b\u00e9n\u00e9fices nets (en bas \u00e0 droite). \u00c0 noter que les projets situ\u00e9s dans le quadrant sup\u00e9rieur droit sont ceux qui auraient les b\u00e9n\u00e9fices les plus rapides (\u00ab\u00a0quick wins\u00a0\u00bb).<\/p>\n<\/div>\n<\/div><div class=\"imageframe-align-center\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none fr_only\" style=\"max-width:500px;\"><a href=\"http:\/\/akiriconsultants.com\/wp-content\/uploads\/2019\/05\/Picture1-fr.png\" class=\"fusion-lightbox\" data-rel=\"iLightbox[95b5c50ba13a5ac89b1]\" data-title=\"Picture1-fr\" title=\"Picture1-fr\"><img decoding=\"async\" width=\"819\" height=\"589\" src=\"http:\/\/akiriconsultants.com\/wp-content\/uploads\/2019\/05\/Picture1-fr.png\" class=\"img-responsive wp-image-1377\" srcset=\"https:\/\/akiriconsultants.com\/wp-content\/uploads\/2019\/05\/Picture1-fr-200x144.png 200w, https:\/\/akiriconsultants.com\/wp-content\/uploads\/2019\/05\/Picture1-fr-400x288.png 400w, https:\/\/akiriconsultants.com\/wp-content\/uploads\/2019\/05\/Picture1-fr-600x432.png 600w, https:\/\/akiriconsultants.com\/wp-content\/uploads\/2019\/05\/Picture1-fr-800x575.png 800w, https:\/\/akiriconsultants.com\/wp-content\/uploads\/2019\/05\/Picture1-fr.png 819w\" sizes=\"(max-width: 800px) 100vw, 819px\" \/><\/a><\/span><\/div><div class=\"fusion-text fusion-text-4\"><h3 class=\"fusion-responsive-typography-calculated\" data-fontsize=\"28\" data-lineheight=\"28px\">Initiatives prioritaires<\/h3>\n<p>We then give each initiative a score for impact on customer experience, from 1 (negative or no impact on positive experience) to 5 (significant impact on customer experience during a moment of truth). In our chart, the customer experience score is represented by the size of the bubble. For example, \u201cMobile tools for salespeople\u201d was given a score of five because it greatly improves the initial sales meeting, which is a Moment of Truth when selling industrial machinery. We can review the chart to see if a project that might not normally have made the cut in terms of prioritization should be given a higher priority due to the potential positive impact on customer experience, or vice versa.<\/p>\n<p class=\" translation-block\">Dans un monde id\u00e9al, nous pourrions quantifier l&rsquo;exp\u00e9rience client tout en l&rsquo;int\u00e9grant dans un calcul de valeur projet. Cependant, nous ne sommes pas encore en mesure de d\u00e9terminer en pourcentage l\u2019am\u00e9lioration de l\u2019exp\u00e9rience client sur base mon\u00e9taire avec grande pr\u00e9cision. D\u2019ici au moment o\u00f9 ce sera possible, il est imp\u00e9ratif de trouver des fa\u00e7ons alternatives et efficaces d\u2019\u00e9valuer l\u2019exp\u00e9rience client. C\u2019est \u00e0 cette fin que le graphique ci-haut est \u00e0 mon avis extr\u00eamement pertinent. Car apr\u00e8s tout,\u00a0<strong><em>nous le devons \u00e0 notre client\u00e8le d\u2019\u00eatre plus \u00e0 l\u2019\u00e9coute!<\/em><\/strong><\/p>\n<\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_6 1_6 fusion-one-sixth fusion-column-last fusion-no-small-visibility\" style=\"width:16.666666666667%;width:calc(16.666666666667% - ( ( 0px + 0px ) * 0.16666666666667 ) );margin-top:0px;margin-bottom:20px;\"><div class=\"fusion-column-wrapper fusion-flex-column-wrapper-legacy\" style=\"background-position:left top;background-repeat:no-repeat;-webkit-background-size:cover;-moz-background-size:cover;-o-background-size:cover;background-size:cover;padding: 0px 0px 0px 0px;\"><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":1365,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[59,60],"tags":[],"class_list":["post-3100","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-fr","category-strategy-fr"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - 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