{"id":295797,"date":"2010-01-16T01:00:00","date_gmt":"2010-01-16T00:00:00","guid":{"rendered":"https:\/\/ac-franchise.be\/le-win-back-ou-comment-retrouver-ses-clients"},"modified":"2010-01-16T01:00:00","modified_gmt":"2010-01-16T00:00:00","slug":"le-win-back-ou-comment-retrouver-ses-clients","status":"publish","type":"post","link":"https:\/\/ac-franchise.be\/article\/le-win-back-ou-comment-retrouver-ses-clients","title":{"rendered":"Le win back ou comment retrouver ses clients"},"content":{"rendered":"
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Vous pensez que la relation est solide, la confiance bien \u00e9tablie… Et un beau matin vous constatez que vous avez laiss\u00e9 partir un client \u00e0 la concurrence. Pas de laisser aller, ni d’auto critique dramatique, analysez les causes de ce d\u00e9part et rebondissez. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Un client perdu, le plus souvent, est un client qui s’est tourn\u00e9 vers un concurrent. Il peut y avoir diff\u00e9rentes causes qui l’ont conduit \u00e0 cette infid\u00e9lit\u00e9. Ne soyez ni am\u00e8re, ni revanchard, pr\u00e9parez-vous plut\u00f4t \u00e0 le reconqu\u00e9rir, ce que l’on nomme le \u00a0\u00bb win back \u00ab\u00a0. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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D’abord essayez de comprendre les motifs de cette rupture<\/em><\/strong>. Celles-ci peuvent \u00eatre nombreuses : un prix moins cher ailleurs, un produit d\u00e9fectueux, une livraison trop tardive, des d\u00e9lais de r\u00e9ponse trop longs, un service apr\u00e8s-vente d\u00e9cevant, etc. Mais aussi la nomination d’un nouveau directeur qui pr\u00e9f\u00e8re s’adresser \u00e0 d’autres fournisseurs, ou encore l’attrait de la nouveaut\u00e9, tout simplement. Le temps peut jouer en votre faveur, un jour il constatera peut-\u00eatre que l’innovation et la qualit\u00e9 sont\u00a0\u00e0 nouveau de votre c\u00f4t\u00e9. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Si vous effectuez une enqu\u00eate d’insatisfaction en vue de d\u00e9pister les motifs de sa fuite, vous r\u00e9ussirez dans le m\u00eame temps \u00e0 comprendre ce qui peut le\u00a0faire revenir.<\/em><\/strong>\u00a0Pour cette enqu\u00eate vous devrez prendre contact, soit par un questionnaire laconique, soit par lettre personnalis\u00e9e, voire m\u00eame par un contact t\u00e9l\u00e9phonique direct. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Si vous constatez que la cause de rupture est floue, tout espoir est l\u00e9gitime mais difficile \u00e0 cerner. En revanche s’il identifie clairement un fait objectif qui l’a d\u00e9tourn\u00e9 de vous, vous aurez la possibilit\u00e9 de remonter votre image \u00e0 ses yeux<\/em><\/strong>. N’avons-nous pas tous un jour commis une erreur ? <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Comment renouer la relation ?<\/em><\/strong> Vous pouvez en toute simplicit\u00e9 l’inviter \u00e0 un salon ou un colloque qui marquera votre pr\u00e9sence forte au sein de professionnels de votre secteur. Ne critiquez pas vos concurrents, mettez plut\u00f4t en valeur vos atouts, vos diff\u00e9rences. Si votre client est parti parce qu’il a trouv\u00e9 moins cher ailleurs, il constatera vraisemblablement rapidement les suppl\u00e9ments de service apport\u00e9s par votre entreprise. Prenez soin de lui faire une nouvelle proposition encore plus qualitative, sans baisser vos prix. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Si la d\u00e9cision est venue d’en haut par volont\u00e9 de changement, vous avez tout int\u00e9r\u00eat \u00e0 rester en contact discret avec vos interlocuteurs, un jour ils auront peut \u00eatre \u00e0 nouveau besoin de vos services. Parfois m\u00eame vous pourrez vous associer avec un partenaire mieux appr\u00e9ci\u00e9 du nouveau dirigeant, il sera peut \u00eatre tr\u00e8s satisfait de b\u00e9n\u00e9ficier de votre exp\u00e9rience. L’important est toujours de revenir avec des offres rafra\u00eechies, compl\u00e9t\u00e9es. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Lorsqu’il y a eu une erreur flagrante de votre part, l’id\u00e9al est d’avoir une explication franche et pr\u00e9cise. L’honn\u00eatet\u00e9 peut parfois permettre de repartir sur de bonnes bases. Il s’agit d’un d\u00e9marche commerciale difficile qui ne doit pas \u00eatre confi\u00e9e \u00e0 n’importe qui. L’id\u00e9al est que ce soit le directeur commercial ou le dirigeant de votre entreprise qui aille au front, cela sera appr\u00e9ci\u00e9 du client qui se sentira honor\u00e9 d’avoir suscit\u00e9 une telle d\u00e9marche. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Un client perdu peut \u00eatre aussi un client qui a \u00e9t\u00e9 simplement n\u00e9glig\u00e9<\/em>, pensez qu’il est toujours plus difficile de trouver de nouveaux clients que de fid\u00e9liser ceux que l’on a. Donnez leur r\u00e9guli\u00e8rement des signes d’int\u00e9r\u00eat, ils vous quitteront plus difficilement si la relation est entretenue r\u00e9guli\u00e8rement. De votre c\u00f4t\u00e9 vous d\u00e9c\u00e9lerez plus rapidement les \u00e9ventudels difficult\u00e9s, cela vous permettra de mieux anticiper et d’\u00e9viter la rupture totale<\/em><\/strong>. <\/div>\n<\/p><\/div>\n<\/p><\/div>\n
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Dominique Deslandes <\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"

Vous pensez que la relation est solide, la confiance bien \u00e9tablie… Et un beau matin vous constatez que vous avez laiss\u00e9 partir un client \u00e0 la concurrence. Pas de laisser aller, ni d’auto critique dramatique, analysez les causes de ce d\u00e9part et rebondissez. Un client perdu, le plus souvent, est un client qui s’est tourn\u00e9 […]<\/p>\n","protected":false},"author":48,"featured_media":0,"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":[3],"tags":[137],"class_list":["post-295797","post","type-post","status-publish","format-standard","hentry","category-actualites-de-la-franchise","tag-marketing","entry"],"acf":[],"yoast_head":"\nLe win back ou comment retrouver ses clients<\/title>\n<meta name=\"description\" content=\"Vous pensez que la relation est solide, la confiance bien \u00e9tablie... 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