{"id":293242,"date":"2012-11-06T20:00:00","date_gmt":"2012-11-06T19:00:00","guid":{"rendered":"https:\/\/ac-franchise.be\/quelle-difference-entre-aller-dans-un-point-de-vente-faire-du-shopping-et-acheter-sur-internet-2012"},"modified":"2012-11-06T20:00:00","modified_gmt":"2012-11-06T19:00:00","slug":"quelle-difference-entre-aller-dans-un-point-de-vente-faire-du-shopping-et-acheter-sur-internet-2012","status":"publish","type":"post","link":"https:\/\/ac-franchise.be\/article\/quelle-difference-entre-aller-dans-un-point-de-vente-faire-du-shopping-et-acheter-sur-internet-2012","title":{"rendered":"Quelle diff\u00e9rence entre aller dans un point de vente faire du shopping et acheter sur Internet ? (2012)"},"content":{"rendered":"
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Point de vue de l’expert :<\/h3>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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<\/a> <\/div>\n
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Internet a boulevers\u00e9 les habitudes des consommateurs. Certaines personnes pr\u00e9f\u00e8rent d\u00e9sormais acheter directement sur le Web sans avoir \u00e0 se d\u00e9placer. Il est primordial pour les commer\u00e7ants de trouver la meilleure fa\u00e7on d’attirer et de s\u00e9duire les clients<\/strong>. Qualit\u00e9 de l’accueil, r\u00e9ponses aux commandes,\u00a0produits, services… tout doit \u00eatre orient\u00e9 satisfaction clients.<\/strong> Tony Hamadouche, Fondateur de Retail Expertise,\u00a0conseille les commer\u00e7ants sur l’importance d’apporter une exp\u00e9rience positive \u00e0 leurs clients.<\/em><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Retrouvez cette interview vid\u00e9o de Tony Hamadouche<\/a> sur acfranchise.TV r\u00e9alis\u00e9e en 2012 et encore plus de vid\u00e9os sur\u00a0Comment g\u00e9rer une entreprise<\/a> <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Tony Hamadouche<\/strong> : \u00ab\u00a0Retail Expertise voulait faire part d’un constat qui est tr\u00e8s simple : Si vous faites du shopping, vous vous \u00eates d\u00e9j\u00e0 rendus compte \u00e0 quel point le consommateur au point de vente est tr\u00e8s peu pris en compte. Et c’est en partant de ce constat, et partant du fait que le web<\/a> s’est \u00e9norm\u00e9ment d\u00e9velopp\u00e9<\/strong> et que les consommateurs lorsqu’ils se rendent dans un point de vente, s’ils ne voient pas de vraies diff\u00e9rences entre surfer sur le web ou aller dans un point de vente, quelque part, ils n’ont aucune raison d’aller dans un point de vente. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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C’est partant de ce constat que je me suis dit qu’il y avait un vrai travail \u00e0 faire pour aider les commer\u00e7ants et les chaines \u00e0 am\u00e9liorer<\/strong> leurs r\u00e9sultats en am\u00e9liorant ce que j’appelle l’exp\u00e9rience positive client.<\/strong> <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Je connais bien le march\u00e9 fran\u00e7ais, le march\u00e9 hollandais, le march\u00e9 belge… Je ne vais pas me prononcer pour d’autres march\u00e9s, mais j’ai \u00e0 nouveau l’intime conviction que le ph\u00e9nom\u00e8ne dont je vous parle est un ph\u00e9nom\u00e8ne mondial et je pense que tous les pays vont \u00eatre confront\u00e9s \u00e0 cela ! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Apr\u00e8s, ce qui va pouvoir faire \u00a0la diff\u00e9rence, c’est qu’il est \u00e9vident qu’un consommateur qui va dans un type de commerce qui est plut\u00f4t en low position c’est-\u00e0-dire en bas de gamme, ne va pas attendre le m\u00eame service qu’une cha\u00eene ou un commer\u00e7ant qui se positionne en moyenne gamme ou en haut de gamme. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Le service qu’attendent les clients est fortement li\u00e9 \u00e0 la valeur des produits<\/strong> que vous vendez, plus cette valeur est \u00e9lev\u00e9e plus les gens vont \u00eatre en attente d’un service \u00e9lev\u00e9. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Est-ce que \u00e7a va \u00eatre la m\u00eame chose pour les autres pays, pour les march\u00e9s dont je parle Belgique, France, Pays- Bas ? Je pense que oui, j’en ai m\u00eame l’intime conviction, et sans trop m’avancer je pense que \u00e7a va \u00eatre la m\u00eame chose pour beaucoup d’autres pays. D’ailleurs les am\u00e9ricains l’ont bien compris. Si vous allez vous balader dans un centre commercial am\u00e9ricain, vous voyez automatiquement l’importance que prend le client. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Donc, cette tendance existe d\u00e9j\u00e0 ailleurs, dans les pays qui ont un peu d’avance sur nous, elle d\u00e9barque en Europe et je suis s\u00fbr qu’elle va concerner un grand nombre de pays.\u00a0Quand nous voyons des cha\u00eenes \u00e9trang\u00e8res travailler justement et investir sur l’importance de la relation client,<\/strong> la concurrence devient tellement forte, que ce soit aupr\u00e8s de concurrents en magasin physique ou que ce soit sur le web, que je ne crois pas que ce soit li\u00e9 au culturel. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Je pense que c’est vraiment un \u00e9tat d’esprit \u00e0 avoir, que cet \u00e9tat d’esprit si nous le transmettons aux \u00e9quipes et si nous leur disons que le march\u00e9 est dur et la situation est dure, ce n’est qu’en s’occupant vraiment et r\u00e9ellement des clients, en les \u00e9coutant, en cernant bien leurs besoins et en y r\u00e9pondant au mieux, que nous allons pouvoir quelque part les satisfaire et donc les ramener chez nous, je crois que cela n’est pas culturel. Je pense que quelle que soit la partie du monde dans laquelle nous nous retrouvons, le client a envie de se sentir client et donc pris en compte, \u00e9cout\u00e9, bien servi.<\/strong> <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Je crois que la premi\u00e8re chose c’est d\u00e9j\u00e0 que le management transmette cet \u00e9tat d’esprit aux \u00e9quipes terrain. Apr\u00e8s, il faut faire prendre conscience \u00e0 ces m\u00eames \u00e9quipes terrain qu’il y a toute une s\u00e9rie d’\u00e9l\u00e9ments – qu’ils soient mat\u00e9riels ou relationnels – qui vont cr\u00e9er cette exp\u00e9rience client. Le mat\u00e9riel c’est par exemple si je trouve facilement le magasin que je cherche, est-ce que lorsque j’y arrive, l’entr\u00e9e n’est pas encombr\u00e9e par des bo\u00eetes en carton qui viennent tout juste d’\u00eatre livr\u00e9es ? <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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En conclusion, je pense qu’il y a une prise de conscience du management \u00e0 transmettre aux \u00e9quipes,\u00a0<\/strong>et puis apr\u00e8s, c’est vraiment un m\u00e9tier de d\u00e9tail, c’est de leur transmettre – tant dans les aspects mat\u00e9riels que relationnels – qu’il y a toute une s\u00e9rie de choses \u00e0 faire, de comportements \u00e0 avoir, de techniques \u00e0 appliquer pour faire en sorte que le client se sente vraiment pris en compte<\/strong>.\u00a0\u00bb <\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

Point de vue de l’expert : Internet a boulevers\u00e9 les habitudes des consommateurs. Certaines personnes pr\u00e9f\u00e8rent d\u00e9sormais acheter directement sur le Web sans avoir \u00e0 se d\u00e9placer. Il est primordial pour les commer\u00e7ants de trouver la meilleure fa\u00e7on d’attirer et de s\u00e9duire les clients. Qualit\u00e9 de l’accueil, r\u00e9ponses aux commandes,\u00a0produits, services… tout doit \u00eatre orient\u00e9 […]<\/p>\n","protected":false},"author":54,"featured_media":293241,"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":[8],"tags":[],"class_list":["post-293242","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-interviews-de-la-franchise","entry","has-media"],"acf":[],"yoast_head":"\nQuelle diff\u00e9rence entre aller dans un point de vente faire du shopping et acheter sur Internet ? 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