{"id":361227,"date":"2022-05-03T08:10:09","date_gmt":"2022-05-03T12:10:09","guid":{"rendered":"https:\/\/autosphere.ca\/?p=361227"},"modified":"2022-05-03T08:10:09","modified_gmt":"2022-05-03T12:10:09","slug":"le-secret-de-la-premiere-visite-du-client","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2022\/05\/03\/le-secret-de-la-premiere-visite-du-client\/","title":{"rendered":"Le secret de la premi\u00e8re visite du client"},"content":{"rendered":"<p><strong>Les prochaines ann\u00e9es seront d\u00e9cisives avec l\u2019\u00e9lectrification et le taux de visite des clients au premier rendez-vous apr\u00e8s l\u2019achat du v\u00e9hicule. <\/strong><\/p>\n<p>Dans toutes les industries, le premier rendez-vous demeure la base de tout succ\u00e8s dans les organisations. Comment s\u2019assurer que le client nous visitera apr\u00e8s l\u2019achat de son bien ou du service re\u00e7u. Tout comme le dentiste, tous les 6 mois les clients reviennent pour leur nettoyage, malgr\u00e9 le prix exorbitant. Dans l\u2019industrie automobile, comment pouvons-nous faire pour que le client nous visite pour le 1<sup>er<\/sup> rendez-vous. Des gracieuset\u00e9s ou tout simplement un service courtois.<span class=\"Apple-converted-space\">\u00a0 <\/span>Quel est le taux de r\u00e9tention normal qu\u2019une entreprise doit atteindre, 50 % ou plus ?<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>En mai 2021, selon des experts YouTube ont d\u00e9fini les\u00a0taux de r\u00e9tention\u00a0id\u00e9als selon la dur\u00e9e du contenu, de la mani\u00e8re suivante : 50 % de\u00a0taux de r\u00e9tention\u00a0pour une dur\u00e9e de 5 \u00e0 10 minutes. 60 % pour une dur\u00e9e de 2 \u00e0 3 minutes. 80 % pour une dur\u00e9e inf\u00e9rieure \u00e0 1 minute. Dans un monde parfait, le taux de r\u00e9tention serait de 100 %. Ce qui repr\u00e9sentait un r\u00eave quasi impossible \u00e0 atteindre. Une augmentation de 5 % du taux de r\u00e9tention client augmente les b\u00e9n\u00e9fices de 25 % \u00e0 95 %, selon une \u00e9tude r\u00e9alis\u00e9e par <i>Frederick Reichheld de Bain &amp; Company<\/i>.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>La segmentation de vos clients repr\u00e9sente la strat\u00e9gie \u00e0 mettre en place pour cibler les strat\u00e9gies gagnantes. L\u2019\u00e9volution de la pens\u00e9e manag\u00e9riale devient en fait, la cl\u00e9 ! Il faut diff\u00e9rencier un client fid\u00e8le qui a pris possession de 5 v\u00e9hicules comparativement au nouveau client qui fait son premier achat. La technologie soutient la possibilit\u00e9 de segmenter la base de donn\u00e9es ce qui aura pour cons\u00e9quence de mieux accueillir votre client\u00e8le.<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>La r\u00e9tention de la client\u00e8le s\u2019am\u00e9liore\u00a0:<\/p>\n<ul>\n<li>Si vous r\u00e9compensez vos clients fid\u00e8les. Tous Les outils technologiques permettent d\u2019extraire tous les crit\u00e8res d\u00e9sir\u00e9s pour chaque type de client. Donc, cibler vos meilleurs clients et s\u00e9parer les clients de longue date des nouveaux arrivants.<\/li>\n<li>Si vous apprenez qui sont vos v\u00e9ritables clients et conna\u00eetre leurs opinions. Faites un sondage simpliste directionnel avec des questions ferm\u00e9es pour ainsi \u00e9tudier la banque client et conna\u00eetre vos v\u00e9ritables clients.<\/li>\n<li>Si vous offrez un service irr\u00e9prochable. Opter pour un service ax\u00e9 sur l\u2019accueil et former votre personnel dans ce sens.<span class=\"Apple-converted-space\">\u00a0<\/span><\/li>\n<li>Si vous utilisez ad\u00e9quatement la technologie. Il est \u00e9vident que vous devez comprendre vos outils technologiques pour \u00eatre en mesure de travailler efficacement.<span class=\"Apple-converted-space\">\u00a0<\/span><\/li>\n<li>Si vous fournissez la meilleure exp\u00e9rience client. Bien d\u00e9finir ce qu\u2019est l\u2019exp\u00e9rience client dans sa globalit\u00e9.<\/li>\n<\/ul>\n<p>Facile, mais sur le terrain plus difficile \u00e0 mettre en place. Avant m\u00eame de penser de r\u00e9cup\u00e9rer les clients ou d\u2019augmenter le taux de r\u00e9tention de la client\u00e8le, il faudrait conna\u00eetre les clients qui ont pris possession d\u2019un v\u00e9hicule neuf et d\u2019un v\u00e9hicule usag\u00e9. Quel est le cycle de vie de chaque client qui repr\u00e9sente une reproduction sch\u00e9matique des \u00e9tapes de la construction d\u2019une relation entre, d\u2019une part, une organisation et, d\u2019autre part, sa client\u00e8le. Un outil de pilotage cr\u00e9ant une r\u00e9f\u00e9rence pour \u00e9valuer la progression de la relation client. Les \u00e9tapes du cycle de vie du client sont les suivantes\u00a0: l\u2019acquisition \u2013 le d\u00e9veloppement \u2013 la fid\u00e9lisation ainsi que l\u2019attrition.\u00a0Nous devons comprendre la valeur vie des clients qui mesure les b\u00e9n\u00e9fices engendr\u00e9s en moyenne par un client tout au long de son cycle de vie. Voici la formule\u00a0: (Valeur moyenne des commandes X Taux d\u2019achats r\u00e9p\u00e9t\u00e9s) \u2013 Co\u00fbt d\u2019acquisition de clients. Ce taux est un r\u00e9v\u00e9lateur important qui vous indique si votre organisation doit investir davantage dans le marketing pour l\u2019acquisition de nouveaux clients ou dans une strat\u00e9gie de r\u00e9tention pour les clients existants.<\/p>\n<p>L\u2019habilit\u00e9 de cibler la client\u00e8le minutieusement vous permettra d\u2019atteindre vos objectifs r\u00e9els et financiers. \u00ab\u00a0<i>Le succ\u00e8s est une cons\u00e9quence et non un but<\/i>.\u00a0\u00bb (Gustave Flaubert)<\/p>\n<hr \/>\n<p><em>Yanick Jomphe est consultante en formation et sp\u00e9cialiste en implantation de syst\u00e8mes de relance CRM. D\u00e9tentrice d\u2019un B.A.A., d\u2019un M.B.A. et d\u2019un Ph.D. Formation en ligne et en vid\u00e9oconf\u00e9rence disponible.\u00a0info@consultantsyjomphe.com.<\/em><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Les prochaines ann\u00e9es seront d\u00e9cisives avec l\u2019\u00e9lectrification et le taux de visite des clients au premier rendez-vous apr\u00e8s l\u2019achat du v\u00e9hicule. Dans toutes les industries, le premier rendez-vous demeure la base de tout succ\u00e8s dans les organisations. Comment s\u2019assurer que le client nous visitera apr\u00e8s l\u2019achat de son bien ou du service re\u00e7u. Tout comme&#8230;<\/p>\n","protected":false},"author":108,"featured_media":361228,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[808,646],"tags":[4685],"class_list":["post-361227","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chroniques-experts-concessionnaires","category-concessionnaires","tag-ventes-et-marketing"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Le secret de la premi\u00e8re visite du client - Autosphere<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2022\/05\/03\/le-secret-de-la-premiere-visite-du-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le secret de la premi\u00e8re visite du client\" \/>\n<meta property=\"og:description\" content=\"Les prochaines ann\u00e9es seront d\u00e9cisives avec l\u2019\u00e9lectrification et le taux de visite des clients au premier rendez-vous apr\u00e8s l\u2019achat du v\u00e9hicule. Dans toutes les industries, le premier rendez-vous demeure la base de tout succ\u00e8s dans les organisations. Comment s\u2019assurer que le client nous visitera apr\u00e8s l\u2019achat de son bien ou du service re\u00e7u. 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