{"id":287283,"date":"2016-10-16T06:58:00","date_gmt":"2016-10-16T05:58:00","guid":{"rendered":"https:\/\/ac-franchise.be\/schmidt-groupe-elu-service-client-de-lannee-2017-dans-la-categorie-amenagement-de-lhabitat-4904"},"modified":"2016-10-16T06:58:00","modified_gmt":"2019-03-07T16:01:35","slug":"schmidt-groupe-elu-service-client-de-lannee-2017-dans-la-categorie-amenagement-de-lhabitat-4904","status":"publish","type":"post","link":"https:\/\/ac-franchise.be\/article\/schmidt-groupe-elu-service-client-de-lannee-2017-dans-la-categorie-amenagement-de-lhabitat-4904","title":{"rendered":"Schmidt Groupe \u00e9lu Service client de l\u2019ann\u00e9e 2017 dans la cat\u00e9gorie \u00ab Am\u00e9nagement de l\u2019habitat \u00bb"},"content":{"rendered":"
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Pour la deuxi\u00e8me fois cons\u00e9cutive, l\u2019\u00e9lection du Service Client 2017<\/b>, organis\u00e9e par Vis\u00e9o Conseil<\/b>, a \u00e9lu Schmidt Groupe (Schmidt<\/a> et Cuisinella<\/a>) dans la cat\u00e9gorie \u00ab Am\u00e9nagement de l\u2019habitat \u00bb. <\/b>L’organisme avant \u00e9valu\u00e9, sur plusieurs semaines, les performances du service consommateurs des deux enseignes et a analys\u00e9 la gestion de leur relation client.\u00a0<\/span> <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Une relation tripartite<\/h3>\n
Schmidt Groupe, l’entreprise sp\u00e9cialis\u00e9e dans l\u2019am\u00e9nagement de l\u2019habitat sur-mesure, se trouve dans plus de 20 pays<\/b> et emploie 7 500 personnes<\/b> dans deux r\u00e9seaux: Schmidt et Cuisinella<\/b> qui comptent 710 concessions<\/b>. Le Groupe garantit baser sa notori\u00e9t\u00e9 sur une relation humaine forte<\/b> entre les consommateurs et l\u2019entreprise. Il la d\u00e9finit comme une relation tripartite: les consommateurs, les concessionnaires et les marques.<\/b><\/span>

Afin d’\u00e9lire le Service client 2017 dans la cat\u00e9gorie \u00ab Am\u00e9nagement de l\u2019habitat \u00bb, une \u00e9valuation s\u2019est d\u00e9roul\u00e9e du 2 mai au 8 juillet<\/b> durant laquelle 225 tests clients myst\u00e8res<\/b> ont \u00e9t\u00e9 r\u00e9alis\u00e9s par des consommateurs r\u00e9partis entre appels t\u00e9l\u00e9phoniques, e-mails, recherches d\u2019informations sur Internet et contact via les r\u00e9seaux sociaux.<\/span><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Schmidt Groupe souhaite am\u00e9liorer encore la satisfaction client<\/h3>\n
Afin d’am\u00e9liorer la satisfaction des consommateurs, Schmidt Groupe aurait recrut\u00e9 un community manager<\/b> directement au sein du service client, afin de personnaliser chaque r\u00e9ponse<\/b> aux attentes de chaque client et de gagner en r\u00e9activit\u00e9.<\/span>
Par ailleurs, l’entreprise mettrait en avant le dialogue direct avec les consommateurs (t\u00e9l\u00e9phone et face \u00e0 face) et compterait d\u00e9ployer en 2017 un outil de gestion des interactions<\/b> qui permettra d\u2019ouvrir les canaux \u00abchats\u00bb et \u00abvisios\u00bb.<\/span>

En ce sens, l\u2019entreprise constate, en 2016, des r\u00e9sultats du taux de recommandation (NPS) en hausse avec un taux de 40 % pour Schmidt et 39 % pour Cuisinella<\/b>. Le taux d\u2019\u00e9volution des sollicitations consommateurs \u00e0 fin ao\u00fbt 2016 (volume globalis\u00e9 pour les deux marques) est de + 28 %,<\/b> toujours d’apr\u00e8s Le Groupe.<\/span><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

Pour la deuxi\u00e8me fois cons\u00e9cutive, l\u2019\u00e9lection du Service Client 2017, organis\u00e9e par Vis\u00e9o Conseil, a \u00e9lu Schmidt Groupe (Schmidt et Cuisinella) dans la cat\u00e9gorie \u00ab Am\u00e9nagement de l\u2019habitat \u00bb. L’organisme avant \u00e9valu\u00e9, sur plusieurs semaines, les performances du service consommateurs des deux enseignes et a analys\u00e9 la gestion de leur relation client.\u00a0 Une relation tripartite […]<\/p>\n","protected":false},"author":7776,"featured_media":287282,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"","ocean_second_sidebar":"","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"","ocean_custom_header_template":"","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"","ocean_menu_typo_font_family":"","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"on","ocean_gallery_id":[],"footnotes":""},"categories":[2],"tags":[],"class_list":["post-287283","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-actualites-des-reseaux","entry","has-media"],"acf":[],"yoast_head":"\nSchmidt 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