{"id":380522,"date":"2023-02-27T10:31:43","date_gmt":"2023-02-27T15:31:43","guid":{"rendered":"https:\/\/autosphere.ca\/?p=380522"},"modified":"2023-02-27T10:31:43","modified_gmt":"2023-02-27T15:31:43","slug":"lelectrification-des-vehicules-et-de-lexperience-client","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/02\/27\/lelectrification-des-vehicules-et-de-lexperience-client\/","title":{"rendered":"L\u2019\u00e9lectrification des v\u00e9hicules et de l\u2019exp\u00e9rience client"},"content":{"rendered":"<p><strong>Le suivi client est puissant.<\/strong><\/p>\n<p>L\u2019\u00e9lectrification des transports est le sujet de l\u2019heure. Comme nous le savons, les concessionnaires automobiles du Qu\u00e9bec jouent un r\u00f4le primordial dans l\u2019\u00e9lectrification des transports et dans la diminution de l\u2019empreinte environnementale (CCAQ).<\/p>\n<p>Au 31 mars 2022, pr\u00e8s de 138 000 v\u00e9hicules \u00e9lectriques ou hybrides circulaient sur les routes au Qu\u00e9bec. L\u2019Europe stipule qu\u2019en 2035, les voitures neuves vendues sur le continent devront toutes \u00eatre totalement \u00e9lectriques. Sommes-nous pr\u00eats quand nous savons que 54 % des pannes sur ce type de voiture sont dues \u00e0 la batterie. Il est \u00e9vident que la voiture \u00e9lectrique est beaucoup plus rentable, mais nous devrons nous fier \u00e0 la batterie. La fiabilit\u00e9 du v\u00e9hicule, d\u2019o\u00f9 la discussion !<\/p>\n<p>A priori, une voiture doit \u00eatre fiable tout comme le personnel qui s\u2019occupe de celle-ci au concessionnaire. L\u2019\u00e9lectrification du v\u00e9hicule et du service client ! L\u2019\u00e9lectrification g\u00e9n\u00e9rale est inspir\u00e9e par les innovations en mati\u00e8re d\u2019\u00e9lectricit\u00e9, de connectivit\u00e9 et de technologie dont toutes les organisations b\u00e9n\u00e9ficient pour la cr\u00e9ation d\u2019une monde nouveau et connect\u00e9. Voici quelques chiffres depuis 2019 :<\/p>\n<ul>\n<li>3,5 milliards de dollars d\u2019investissements pour le 5G (Orxford Economics Report 2019) ;<\/li>\n<li>330 milliards de dollars d\u2019investissements (Forune Bsiness Insights 2020) dans l\u2019automatisation industrielle ;<\/li>\n<li>Demande d\u2019\u00e9lectricit\u00e9 2X vs la demande d\u2019\u00e9nergie (Besoins \u00e9nerg\u00e9tiques mondiaux, Association mondiale nucl\u00e9aire 2020) ;<\/li>\n<li>2,1 milliards de dollars d\u2019investissements ferroviaires (Union international des chemins de fer) pour le transport \u00e9lectrique ;<\/li>\n<\/ul>\n<p>En\u00a02010, le gouvernement provincial a adopt\u00e9 la\u00a0<i>Clean Energy Act\u00a0<\/i>(CEA) qui est devenue l\u2019\u00e9l\u00e9ment cl\u00e9 pour r\u00e9duire consid\u00e9rablement les \u00e9missions de gaz \u00e0 effet de serre d\u2019ici\u00a02050 (Crituc).<\/p>\n<p>Nous parlons ici d\u2019investissements en mati\u00e8re d\u2019\u00e9lectrification d\u2019un produit, mais qu\u2019en est-il de l\u2019\u00e9lectrification du service offert \u00e0 la client\u00e8le. Investissons-nous autant pour bien suivre le client et lui offrir un service digne de la marque ? Qu\u2019utilisons-nous pour passer \u00e0 un autre niveau\u00a0: des strat\u00e9gies de fid\u00e9lisation, des suivis serr\u00e9s, des logiciels technologiquement \u00e9volu\u00e9s et pr\u00e9cis, un \u00ab\u00a0WOW\u00a0\u00bb pour la client\u00e8le et l\u2019exp\u00e9rience client ?<\/p>\n<p>En 2023, des questions demeurent en suspens et il est essentiel de bien d\u00e9finir nos objectifs pour le produit et pour le client. La client\u00e8le pour les v\u00e9hicules \u00e9lectriques diff\u00e8re-t-elle de celle pour les v\u00e9hicules \u00e0 essence ? Un client par d\u00e9finition est\u00a0: \u00ab\u00a0<i>Un\u00a0client,\u00a0au sens \u00e9conomique, d\u00e9signe la personne ou l&rsquo;entit\u00e9 qui prend la d\u00e9cision d&rsquo;acheter un bien ou service, de fa\u00e7on occasionnelle ou habituelle, \u00e0 un\u00a0<\/i><i>fournisseur<\/i><i>\u00a0(voir\u00a0<\/i><i>commerce<\/i><i>). C&rsquo;est une personne qui confie ses int\u00e9r\u00eats \u00e0 une autre personne (expert) en \u00e9change d&rsquo;un bien\u00a0<\/i>(L\u2019encyclop\u00e9die libre)\u00a0\u00bb.<\/p>\n<p>Peu importe le type de produit que le client choisit, l\u2019entreprise se doit de lui fournir un service \u00e0 la client\u00e8le selon ses attentes. Nous parlons ici d\u2019un syst\u00e8me \u00ab\u00a0CRM\u00a0\u00bb pour l\u2019exp\u00e9rience client et le suivi minutieux selon les pr\u00e9f\u00e9rences de tous et chacun. Peu importe si le client est roi, anxieux, r\u00e2leur, ind\u00e9cis, compr\u00e9hensif, m\u00e9fiant, autoritaire, agressif, press\u00e9, n\u00e9gociateur, frimeur ou je-sais-tout !<\/p>\n<p>La strat\u00e9gie se veut brillante, ciblant ainsi chaque type de clients selon des cycles de relance pr\u00e9cis et surtout selon ses demandes. Fondamentalement, le client veut tout simplement du service, c\u2019est tout\u2026Il est irrit\u00e9 par le manque de communication, de transparence et de collaboration.<\/p>\n<p>Pourquoi ne pas mettre en place un plan d\u2019ici 2025 et des objectifs r\u00e9alisables en mati\u00e8re d\u2019exp\u00e9rience client. L\u2019\u00e9valuation des outils technologiques s\u2019av\u00e8rent la priorit\u00e9 dans le but d\u2019offrir un service programm\u00e9 d\u00e9sir\u00e9 pour le client. \u00c9lectrifiez l\u2019exp\u00e9rience client, car la concurrence sera f\u00e9roce d\u2019ici quelques ann\u00e9es en mati\u00e8re de produit r\u00e9volutionnaire dans l\u2019industrie de l\u2019automobile.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le suivi client est puissant. L\u2019\u00e9lectrification des transports est le sujet de l\u2019heure. Comme nous le savons, les concessionnaires automobiles du Qu\u00e9bec jouent un r\u00f4le primordial dans l\u2019\u00e9lectrification des transports et dans la diminution de l\u2019empreinte environnementale (CCAQ). Au 31 mars 2022, pr\u00e8s de 138 000 v\u00e9hicules \u00e9lectriques ou hybrides circulaient sur les routes au&#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-380522","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>L\u2019\u00e9lectrification des v\u00e9hicules et de l\u2019exp\u00e9rience 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\/2023\/02\/27\/lelectrification-des-vehicules-et-de-lexperience-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L\u2019\u00e9lectrification des v\u00e9hicules et de l\u2019exp\u00e9rience client\" \/>\n<meta property=\"og:description\" content=\"Le suivi client est puissant. L\u2019\u00e9lectrification des transports est le sujet de l\u2019heure. Comme nous le savons, les concessionnaires automobiles du Qu\u00e9bec jouent un r\u00f4le primordial dans l\u2019\u00e9lectrification des transports et dans la diminution de l\u2019empreinte environnementale (CCAQ). Au 31 mars 2022, pr\u00e8s de 138 000 v\u00e9hicules \u00e9lectriques ou hybrides circulaient sur les routes au...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/02\/27\/lelectrification-des-vehicules-et-de-lexperience-client\/\" \/>\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=\"2023-02-27T15:31:43+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=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2023\\\/02\\\/27\\\/lelectrification-des-vehicules-et-de-lexperience-client\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2023\\\/02\\\/27\\\/lelectrification-des-vehicules-et-de-lexperience-client\\\/\"},\"author\":{\"name\":\"Yanick Jomphe\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#\\\/schema\\\/person\\\/e3e65ff7cf23b2695d9094cbb09419c7\"},\"headline\":\"L\u2019\u00e9lectrification des v\u00e9hicules et de l\u2019exp\u00e9rience client\",\"datePublished\":\"2023-02-27T15:31:43+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2023\\\/02\\\/27\\\/lelectrification-des-vehicules-et-de-lexperience-client\\\/\"},\"wordCount\":670,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2023\\\/02\\\/27\\\/lelectrification-des-vehicules-et-de-lexperience-client\\\/#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\\\/2023\\\/02\\\/27\\\/lelectrification-des-vehicules-et-de-lexperience-client\\\/#respond\"]}],\"copyrightYear\":\"2023\",\"copyrightHolder\":{\"@id\":\"https:\\\/\\\/autosphere.ca\\\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2023\\\/02\\\/27\\\/lelectrification-des-vehicules-et-de-lexperience-client\\\/\",\"url\":\"https:\\\/\\\/autosphere.ca\\\/fr\\\/concessionnaires\\\/2023\\\/02\\\/27\\\/lelectrification-des-vehicules-et-de-lexperience-client\\\/\",\"name\":\"L\u2019\u00e9lectrification des v\u00e9hicules et de l\u2019exp\u00e9rience client - 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