{"id":375780,"date":"2022-12-01T10:38:40","date_gmt":"2022-12-01T15:38:40","guid":{"rendered":"https:\/\/autosphere.ca\/?p=375780"},"modified":"2022-12-01T10:38:40","modified_gmt":"2022-12-01T15:38:40","slug":"a-quoi-ressemblera-le-service-client-en-2030-2040","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2022\/12\/01\/a-quoi-ressemblera-le-service-client-en-2030-2040\/","title":{"rendered":"\u00c0 quoi ressemblera le service client en 2030-2040 ?"},"content":{"rendered":"<p><strong>Des clients ouverts ?<\/strong><\/p>\n<p>L&rsquo;\u00e9tude \u00ab Experience 2030 : The Future of Customer Experience \u00bb, publi\u00e9e en octobre 2019 par Futurum Research et toujours au go\u00fbt du jour, d\u00e9montre l&rsquo;impact \u00e0 court terme des technologies sur le service client. 80 % des clients se voient tr\u00e8s bien interagir avec un \u00ab chatbot \u00bb ou utiliser la r\u00e9alit\u00e9 virtuelle. \u00ab En 2030, l&rsquo;automatisation des \u00e9changes avec les clients sera grandement d\u00e9velopp\u00e9e \u00bb. Pr\u00e8s de 2\/3 des interactions clients seront donc r\u00e9alis\u00e9es par des machines intelligentes.<\/p>\n<p>Ces r\u00e9volutions technologiques se chargeront \u00e9galement d&rsquo;une grande partie des d\u00e9cisions marketings et promotionnelles. Ainsi, 67 % des interactions entre les marques et les consommateurs seront faites \u00e0 l&rsquo;aide d&rsquo;appareils num\u00e9riques, comme le mobile ou les sites en ligne, o\u00f9 l&rsquo;intervention humaine ne sera plus n\u00e9cessaire \u00bb (Monde \u00e9conomique, 6 avril 2022). La majorit\u00e9 des clients pense que la fid\u00e9lisation d\u00e9pendra, d&rsquo;ici 2030, des applications mobiles, de l&rsquo;acc\u00e8s haute vitesse et de la possibilit\u00e9 de passer des commandes via des syst\u00e8mes domotiques intelligents. Certains clients aimeront mieux transiger avec du personnel qualifi\u00e9 et d\u00e9di\u00e9 \u00e0 l&rsquo;exp\u00e9rience client. Nous savons que les entreprises d\u00e9sirent augmenter le trafic sur le site WEB et le remarketing fait partie int\u00e9grante de cette r\u00e9ussite pour mieux cibler la client\u00e8le et ainsi augmenter le taux de conversion.<\/p>\n<p>Que ce soit pour le remarketing, l&rsquo;automatisation de processus ou autres, le grand d\u00e9fi restera la confiance et le sentiment de s\u00e9curit\u00e9 en mati\u00e8re d&rsquo;information client. Selon Rebekah Carter (Findstack), au d\u00e9but de l&rsquo;ann\u00e9e 2021, le chiffre d&rsquo;affaires du commerce \u00e9lectronique a atteint 4.891 milliards. En 2024, les experts affirment que nous serons pass\u00e9s \u00e0 environ $6,388 milliards par an.<\/p>\n<p>Mme Carter explique :<\/p>\n<ul>\n<li>Jusqu&rsquo;\u00e0 95 % des ventes devraient \u00eatre r\u00e9alis\u00e9es par le biais du commerce \u00e9lectronique d&rsquo;ici 2040 ;<\/li>\n<li>Aux \u00c9tats-Unis, les ventes de commerce \u00e9lectronique ont augment\u00e9 de 44% entre 2019 et 2020 ;<\/li>\n<li>Environ 51 % des acheteurs en ligne d&rsquo;aujourd&rsquo;hui effectuent leurs achats par t\u00e9l\u00e9phone ;<br \/>\nPlus de 2 milliards de personnes ach\u00e8tent en ligne dans le monde.<\/li>\n<\/ul>\n<p>81 % des clients effectuent des recherches sur Internet avant d&rsquo;acheter leur produit (Invoca, 2021). La personnalisation technologique demeure la cl\u00e9 du succ\u00e8s et peut augmenter le revenu global de 25 %. Paradoxalement, 69.57 % des paniers d&rsquo;achat sont abandonn\u00e9s pour un bien ou un service s\u00e9lectionn\u00e9, si le site Web n&rsquo;est pas bien cr\u00e9\u00e9 \u00e0 la base (\u00e9tude d&rsquo;Oberlo, 2021). Voici des statistiques en mati\u00e8re d&rsquo;exp\u00e9rience client \u00e0 ne pas ignorer depuis 2013 et qui ne changent pas :<\/p>\n<ul>\n<li>Les entreprises qui offrent une meilleure exp\u00e9rience client obtiennent des revenus entre 4 % et 8 % sup\u00e9rieurs \u00e0 leur march\u00e9 (Bain et Company, 2015)<\/li>\n<li>89 % des consommateurs ont commenc\u00e9 \u00e0 faire affaire avec un concurrent \u00e0 la suite d&rsquo;une exp\u00e9rience client m\u00e9diocre (Harris Interactive, 2021)<\/li>\n<li>Une augmentation de 5 % de la fid\u00e9lisation de la client\u00e8le peut g\u00e9n\u00e9rer 25 % de b\u00e9n\u00e9fices suppl\u00e9mentaires (Bain et Company, 2015)<\/li>\n<li>Lors d&rsquo;un achat, 64 % des gens consid\u00e8rent que l&rsquo;exp\u00e9rience client est plus importante que le prix (Gartner, 2014)<\/li>\n<li>Les statistiques de service \u00e0 la client\u00e8le montrent que les nouveaux clients co\u00fbtent entre 5 et 25 fois plus cher que la fid\u00e9lisation des clients existants (Harvard Business Review, 2014)<\/li>\n<li>66 % des 18-34 ans d\u00e9clarent que leurs attentes en mati\u00e8re de service \u00e0 la client\u00e8le ont augment\u00e9es au cours de la derni\u00e8re ann\u00e9e (Microsoft, 2017)<\/li>\n<li>95 % partagent de mauvaises exp\u00e9riences et 87 % partagent de bonnes exp\u00e9riences avec d&rsquo;autres personnes (Zendesk, 2020)<\/li>\n<li>54 % ont partag\u00e9 de mauvaises exp\u00e9riences avec plus de cinq personnes (Zendesk, 2020)<\/li>\n<li>52 % des clients d\u00e9clarent avoir effectu\u00e9 un achat suppl\u00e9mentaire aupr\u00e8s d&rsquo;une entreprise apr\u00e8s une exp\u00e9rience de service client positive (Dimensional Research, 2013)<\/li>\n<li>64 % des clients souhaitent faire des achats avec des entreprises pouvant r\u00e9pondre \u00e0 leurs besoins en temps r\u00e9el (Salesforce, 2022)<\/li>\n<li>Seulement 1 client sur 26 informera une entreprise de son exp\u00e9rience n\u00e9gative. Les autres partent simplement en fonction des donn\u00e9es du service client\u00e8le (Esteban Kolsky, 2015)<\/li>\n<li>90 % des clients sont influenc\u00e9s par les avis positifs lors de l&rsquo;achat d&rsquo;un produit (Dimensional Research, 2013)<\/li>\n<li>27 % des Am\u00e9ricains estiment que leur premi\u00e8re frustration vis-\u00e0-vis le service \u00e0 la client\u00e8le est \u00ab un manque d&rsquo;efficacit\u00e9 \u00bb (Statista, 2022)<\/li>\n<li>69 % ont attribu\u00e9 leur bonne exp\u00e9rience du service \u00e0 la client\u00e8le \u00e0 la r\u00e9solution rapide de leur probl\u00e8me (Dimensional Research, 2013)<\/li>\n<\/ul>\n<p>Avant de planifier les ann\u00e9es 2030 concernant le remarketing, chaque entreprise devrait se faire accompagner par des experts de la transformation num\u00e9rique ainsi que d&rsquo;\u00e9tablir des strat\u00e9gies et des indicateurs de performance. De plus, pour attirer de nouveaux talents, il vaut mieux r\u00e9viser les avantages offerts par votre entreprise tels que les salaires, mais bien plus : les \u00e9v\u00e9nements organis\u00e9s pour souder l&rsquo;\u00e9quipe, les vacances, la flexibilit\u00e9 des heures de travail, les avantages sociaux, les budgets pour les activit\u00e9s personnelles\u2026Ce qui vous diff\u00e9renciera de la concurrence !<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Des clients ouverts ? L&rsquo;\u00e9tude \u00ab Experience 2030 : The Future of Customer Experience \u00bb, publi\u00e9e en octobre 2019 par Futurum Research et toujours au go\u00fbt du jour, d\u00e9montre l&rsquo;impact \u00e0 court terme des technologies sur le service client. 80 % des clients se voient tr\u00e8s bien interagir avec un \u00ab chatbot \u00bb ou utiliser&#8230;<\/p>\n","protected":false},"author":108,"featured_media":365752,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[808,646],"tags":[842],"class_list":["post-375780","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chroniques-experts-concessionnaires","category-concessionnaires","tag-vente-et-marketing-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.7) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>\u00c0 quoi ressemblera le service client en 2030-2040 ? - 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\/12\/01\/a-quoi-ressemblera-le-service-client-en-2030-2040\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00c0 quoi ressemblera le service client en 2030-2040 ?\" \/>\n<meta property=\"og:description\" content=\"Des clients ouverts ? L&rsquo;\u00e9tude \u00ab Experience 2030 : The Future of Customer Experience \u00bb, publi\u00e9e en octobre 2019 par Futurum Research et toujours au go\u00fbt du jour, d\u00e9montre l&rsquo;impact \u00e0 court terme des technologies sur le service client. 80 % des clients se voient tr\u00e8s bien interagir avec un \u00ab chatbot \u00bb ou utiliser...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2022\/12\/01\/a-quoi-ressemblera-le-service-client-en-2030-2040\/\" \/>\n<meta property=\"og:site_name\" content=\"Autosphere\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/autosphere.ca\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-01T15:38:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/autosphere.ca\/wp-content\/uploads\/2022\/07\/Yanick-Jomph_WP.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"758\" \/>\n\t<meta property=\"og:image:height\" content=\"585\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Yanick Jomphe\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:site\" content=\"@autosphere_ca\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Yanick Jomphe\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2022\\\/12\\\/01\\\/a-quoi-ressemblera-le-service-client-en-2030-2040\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2022\\\/12\\\/01\\\/a-quoi-ressemblera-le-service-client-en-2030-2040\\\/\"},\"author\":{\"name\":\"Yanick Jomphe\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#\\\/schema\\\/person\\\/e3e65ff7cf23b2695d9094cbb09419c7\"},\"headline\":\"\u00c0 quoi ressemblera le service client en 2030-2040 ?\",\"datePublished\":\"2022-12-01T15:38:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2022\\\/12\\\/01\\\/a-quoi-ressemblera-le-service-client-en-2030-2040\\\/\"},\"wordCount\":833,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2022\\\/12\\\/01\\\/a-quoi-ressemblera-le-service-client-en-2030-2040\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/autosphere.ca\\\/wp-content\\\/uploads\\\/2022\\\/07\\\/Yanick-Jomph_WP.jpg\",\"keywords\":[\"Vente et marketing\"],\"articleSection\":[\"Chronique concessionnaires\",\"Concessionnaires\"],\"inLanguage\":\"fr-FR\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2022\\\/12\\\/01\\\/a-quoi-ressemblera-le-service-client-en-2030-2040\\\/#respond\"]}],\"copyrightYear\":\"2022\",\"copyrightHolder\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2022\\\/12\\\/01\\\/a-quoi-ressemblera-le-service-client-en-2030-2040\\\/\",\"url\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2022\\\/12\\\/01\\\/a-quoi-ressemblera-le-service-client-en-2030-2040\\\/\",\"name\":\"\u00c0 quoi ressemblera le service client en 2030-2040 ? 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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 offert info@consultantsyjomphe.com. Yanick Jomphe is a training consultant and a specialist in the implementation of CRM reminder systems. She holds a B.A.A., M.B.A. and Ph.D. on the impact of stakeholder involvement in the implementation of management tools on organizational performance. 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