{"id":22380,"date":"2020-12-04T15:33:43","date_gmt":"2020-12-04T15:33:43","guid":{"rendered":"https:\/\/fr.custplace.com\/business\/?p=4238"},"modified":"2020-12-04T15:33:43","modified_gmt":"2020-12-04T15:33:43","slug":"le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021","status":"publish","type":"post","link":"https:\/\/fr.custplace.com\/business\/le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021\/","title":{"rendered":"Le webinaire \u00ab\u00a0L&rsquo;exp\u00e9rience client digitale : Les Cl\u00e9s du Succ\u00e8s pour 2021\u00a0\u00bb"},"content":{"rendered":"<p>Le 2 d\u00e9cembre, le webinaire <strong>\u00ab\u00a0L&rsquo;Exp\u00e9rience Client digitale : Les points du Succ\u00e8s pour 2021\u00a0\u00bb<\/strong>, organis\u00e9 par <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.blueboat.fr\/\" data-abc=\"true\"><em><strong>Blueboat<\/strong><\/em><\/a><\/span> et<em><strong> <a href=\"https:\/\/support.custplace.com\/comment-ca-marche\/?utm_source=custplace&amp;utm_medium=footer\" data-abc=\"true\"><span style=\"color: #3366ff;\">Custplace<\/span><\/a><\/strong><\/em>, a eu lieu pour discuter de l&rsquo;impact de la covid 19 sur l&rsquo;exp\u00e9rience client digitale, et des meilleures pratiques \u00e0 garder pour 2021. Pour cela, <strong>Julien Heidmann<\/strong>, directeur service client <strong><em>Schmidt group<\/em> <\/strong>&amp; <strong>Justine Ziegler<\/strong>, Chef de projets de <strong><em>Tryba groupe Atrya<\/em><\/strong>, et <strong>Nicolas Marette<\/strong>, fondateur de <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/support.custplace.com\/comment-ca-marche\/?utm_source=custplace&amp;utm_medium=footer\" data-abc=\"true\"><em><strong>Custplace<\/strong><\/em><\/a><\/span>, se sont r\u00e9unis pour partager leurs exp\u00e9riences en 2020<\/p>\n<blockquote class=\"instagram-media\" style=\"background: #FFF; border: 0; border-radius: 3px; box-shadow: 0 0 1px 0 rgba(0,0,0,0.5),0 1px 10px 0 rgba(0,0,0,0.15); margin: 1px; max-width: 540px; min-width: 326px; padding: 0; width: calc(100% - 2px);\" data-instgrm-captioned=\"\" data-instgrm-permalink=\"https:\/\/www.instagram.com\/p\/CID0V3FgJ2k\/?utm_source=ig_embed&amp;utm_campaign=loading\" data-instgrm-version=\"13\">\n<div style=\"padding: 16px;\">\n<div style=\"display: flex; flex-direction: row; align-items: center;\">\n<div style=\"background-color: #f4f4f4; border-radius: 50%; flex-grow: 0; height: 40px; margin-right: 14px; width: 40px;\"><\/div>\n<div style=\"display: flex; flex-direction: column; flex-grow: 1; justify-content: center;\">\n<div style=\"background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; margin-bottom: 6px; width: 100px;\"><\/div>\n<div style=\"background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; width: 60px;\"><\/div>\n<\/div>\n<\/div>\n<div style=\"padding: 19% 0;\"><\/div>\n<div style=\"display: block; height: 50px; margin: 0 auto 12px; width: 50px;\"><\/div>\n<div style=\"padding-top: 8px;\">\n<div style=\"color: #3897f0; font-family: Arial,sans-serif; font-size: 14px; font-style: normal; font-weight: 550; line-height: 18px;\">Voir cette publication sur Instagram<\/div>\n<\/div>\n<div style=\"padding: 12.5% 0;\"><\/div>\n<div style=\"display: flex; flex-direction: row; margin-bottom: 14px; align-items: center;\">\n<div>\n<div style=\"background-color: #f4f4f4; border-radius: 50%; height: 12.5px; width: 12.5px; transform: translateX(0px) translateY(7px);\"><\/div>\n<div style=\"background-color: #f4f4f4; height: 12.5px; transform: rotate(-45deg) translateX(3px) translateY(1px); width: 12.5px; flex-grow: 0; margin-right: 14px; margin-left: 2px;\"><\/div>\n<div style=\"background-color: #f4f4f4; border-radius: 50%; height: 12.5px; width: 12.5px; transform: translateX(9px) translateY(-18px);\"><\/div>\n<\/div>\n<div style=\"margin-left: 8px;\">\n<div style=\"background-color: #f4f4f4; border-radius: 50%; flex-grow: 0; height: 20px; width: 20px;\"><\/div>\n<div style=\"width: 0; height: 0; border-top: 2px solid transparent; border-left: 6px solid #f4f4f4; border-bottom: 2px solid transparent; transform: translateX(16px) translateY(-4px) rotate(30deg);\"><\/div>\n<\/div>\n<div style=\"margin-left: auto;\">\n<div style=\"width: 0px; border-top: 8px solid #F4F4F4; border-right: 8px solid transparent; transform: translateY(16px);\"><\/div>\n<div style=\"background-color: #f4f4f4; flex-grow: 0; height: 12px; width: 16px; transform: translateY(-4px);\"><\/div>\n<div style=\"width: 0; height: 0; border-top: 8px solid #F4F4F4; border-left: 8px solid transparent; transform: translateY(-4px) translateX(8px);\"><\/div>\n<\/div>\n<\/div>\n<div style=\"display: flex; flex-direction: column; flex-grow: 1; justify-content: center; margin-bottom: 24px;\">\n<div style=\"background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; margin-bottom: 6px; width: 224px;\"><\/div>\n<div style=\"background-color: #f4f4f4; border-radius: 4px; flex-grow: 0; height: 14px; width: 144px;\"><\/div>\n<\/div>\n<p style=\"color: #c9c8cd; font-family: Arial,sans-serif; font-size: 14px; line-height: 17px; margin-bottom: 0; margin-top: 8px; overflow: hidden; padding: 8px 0 7px; text-align: center; text-overflow: ellipsis; white-space: nowrap;\"><a style=\"color: #c9c8cd; font-family: Arial,sans-serif; font-size: 14px; font-style: normal; font-weight: normal; line-height: 17px; text-decoration: none;\" href=\"https:\/\/www.instagram.com\/p\/CID0V3FgJ2k\/?utm_source=ig_embed&amp;utm_campaign=loading\" target=\"_blank\" rel=\"noopener noreferrer\" data-abc=\"true\">Une publication partag\u00e9e par Custplace (@custplace)<\/a><\/p>\n<\/div>\n<\/blockquote>\n<p><script async src=\"\/\/www.instagram.com\/embed.js\"><\/script><\/p>\n<p><span style=\"color: #999999;\"><em>Dans cet article, vous apprendrez comment la relation avec les clients a chang\u00e9 post-COVID 19,\u00a0 du confinement <\/em><\/span><span style=\"color: #999999;\"><em>et comment <strong>Tryba<\/strong> et <strong>Schmidt<\/strong> se sont adapt\u00e9s aux m\u00e9sures sanitaires et \u00e0 cette situation in\u00e9dite.<\/em><\/span><\/p>\n<ul>\n<li><span style=\"font-size: 14pt;\"><strong>La relation client en 2020 :<\/strong><\/span><\/li>\n<\/ul>\n<p>Pour la relation client, il a toujours \u00e9t\u00e9 important de se connecter et d&rsquo;\u00eatre pr\u00e9sent pour les clients. En 2020, c&rsquo;\u00e9tait un d\u00e9fi pour toutes les entreprises de maintenir cette pr\u00e9sence et cette visibilit\u00e9 aussi fortes qu&rsquo;auparavant.<\/p>\n<p>Pour <em><strong>Tryba<\/strong><\/em>, il \u00e9tait crucial de rassurer le client pendant cette p\u00e9riode, d&rsquo;\u00eatre pr\u00e9sent pour ses clients, et d&rsquo;\u00eatre disponible pour toutes leurs questions et inqui\u00e9tudes.<\/p>\n<p><em><strong>Tryba<\/strong><\/em> a choisi la permanence t\u00e9l\u00e9phonique d\u00e8s l&rsquo;annonce du confinement, afin de ne perdre aucun appel de ses clients et de rester en contact avec eux. Il \u00e9tait important pour <i>la <\/i><i>marque <\/i>de communiquer de mani\u00e8re transparente avec ses clients, car personne n&rsquo;avait une id\u00e9e de la date de r\u00e9ouverture des points de ventes.<\/p>\n<p><iframe loading=\"lazy\" title=\"#BestOfWebinar : L&#039;exp\u00e9rience Client Digitale, les cl\u00e9s du succ\u00e8s pour 2023\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/8fPgEd4j_5k?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe><\/p>\n<p><em><strong>Schmidt,<\/strong><\/em> dont l&rsquo;activit\u00e9 couvre d&rsquo;une part, les consommateurs finaux : la relation B2C, et d&rsquo;autre part, toute la relation avec ses magasins : 700 magasins en Europe.<br \/>\nLa relation B2B de <em><strong>Schmidt<\/strong><\/em> et de son r\u00e9seau de distribution n&rsquo;\u00e9tait pas facile \u00e0 g\u00e9rer puisque la soci\u00e9t\u00e9 a d\u00fb bloquer les usines et d\u00e9placer l&rsquo;activit\u00e9 apr\u00e8s le confinement, et puisque beaucoup d&rsquo;outils complexes et lourds \u00e9taient dans les bureaux le jour de la d\u00e9cision de confinement en mars 2020.<\/p>\n<p>Pour r\u00e9pondre \u00e0 cette aventure, <em><strong>Schmidt<\/strong><\/em> a essay\u00e9 de rassurer ses clients sans essayer d&rsquo;avoir de leviers et de vraies r\u00e9ponses \u00e0 donner car cela \u00e9tait inconnu pour tous, et aussi \u00e0 fin de maintenir la confiance avec ses clients.<\/p>\n<ul>\n<li><span style=\"font-size: 14pt;\"><strong>Le t\u00e9l\u00e9travail :<\/strong><\/span><\/li>\n<\/ul>\n<p><em><strong>Schmidt<\/strong><\/em> \u00e9tait pr\u00e9par\u00e9 \u00e0 certaines choses en pr\u00e9alable, en effet, la d\u00e9cision de d\u00e9mat\u00e9rialisation lanc\u00e9e il y a quelques ann\u00e9es, a permis \u00e0 l&rsquo;entreprise de s&rsquo;adapter rapidement au t\u00e9l\u00e9travail. <em>\u00ab\u00a0Le t\u00e9l\u00e9travail est aussi une grande opportunit\u00e9 car tout ce que nous avons pr\u00e9par\u00e9 depuis des ann\u00e9es, comme la signature \u00e9lectronique, et tous les outils de vente \u00e0 distance, qui auraient pu sembler th\u00e9oriques culturellement, sont maintenant devenus concrets\u00a0\u00bb<\/em>, ajoute <strong>Julien Heidmann.<\/strong><\/p>\n<p>Pour <em><strong>Tryba<\/strong><\/em>, bien que le t\u00e9l\u00e9travail n&rsquo;\u00e9tait pas dans les m\u0153urs de l&rsquo;entreprise, <strong>Justine Ziegler <\/strong>affirme que le personnel a d\u00fb s&rsquo;adapter rapidement. <em><strong>Tryba<\/strong><\/em> a \u00e9galement form\u00e9 son r\u00e9seau de partenaires qui ont vu leurs magasins ferm\u00e9s, elle a d\u00fb les pr\u00e9parer \u00e0 l&rsquo;apr\u00e8s-confinement, et les former davantage aux outils de vision comme <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/www.microsoft.com\/fr-ww\/microsoft-365\/microsoft-teams\/group-chat-software\" data-abc=\"true\">Microsoft Teams<\/a><\/span> et <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/workspace.google.com\/intl\/en\/products\/meet\/?utm_source=google&amp;utm_medium=cpc&amp;utm_campaign=emea-MA-all-en-dr-bkws-all-all-trial-e-googlemeet-1008069&amp;utm_content=text-ad-none-none-DEV_c-CRE_454023062828-ADGP_Hybrid%20%7C%20AW%20SEM%20%7C%20BKWS%20~%20EXA_1:1_MA_EN_Neutral_Google%20Meet%20Core_Meet-KWID_43700056186238835-kwd-299356619278-userloc_1029459&amp;utm_term=KW_google%20meet-ST_google%20meet&amp;gclid=Cj0KCQiA2af-BRDzARIsAIVQUOfvYfbJaPya0iNVgSS3-wMAeZtAr2n9OqYoVQMgttnd5FzcCff4fgAaAk-AEALw_wcB&amp;gclsrc=aw.ds\" data-abc=\"true\">Google Meet<\/a><\/span>.<\/p>\n<ul>\n<li><span style=\"font-size: 14pt;\"><strong>Un int\u00e9r\u00eat accru pour les avis en ligne :<\/strong><\/span><\/li>\n<\/ul>\n<p style=\"text-align: left;\"><strong>Nicolas Marette<\/strong> affirme qu&rsquo;apr\u00e8s une macro observation de plus de 1000 marques sur <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/fr.custplace.com\/business\/centraliser-les-avis\/\" data-abc=\"true\"><em><strong>Custplace<\/strong><\/em><\/a><\/span>, les consommateurs sont devenus plus intol\u00e9rants \u00e0 l&rsquo;\u00e9gard des retards de livraison apr\u00e8s le confinement, et ils sont devenus plus attentifs aux commentaires en ligne, ils lisent plus les critiques et posent des questions sur leurs commandes, et attendent souvent une r\u00e9ponse en moins de 24 heures.<\/p>\n<p style=\"text-align: left;\">Autre que le d\u00e9fi de rester pr\u00e9sent pour <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/fr.custplace.com\/business\/engager-les-clients-en-temps-de-confinement\/\" data-abc=\"true\">engager les consommateurs en p\u00e9riode de confinement<\/a><\/span>, les entreprises doivent expliquer \u00e0 leurs clients, qui ne sont g\u00e9n\u00e9ralement pas conscients de l&rsquo;\u00e9cosyst\u00e8me de l&rsquo;entreprise, les causes des retards de leurs livraisons, et <span style=\"color: #3366ff;\"><a style=\"color: #3366ff;\" href=\"https:\/\/fr.custplace.com\/business\/blog\/\" data-abc=\"true\">canaliser la minorit\u00e9 bruyante et m\u00e9contente<\/a><\/span>.<\/p>\n<p><span style=\"font-size: 14pt;\"><strong>\u00c0 retenir :<\/strong><\/span><\/p>\n<ul>\n<li><strong>Rassurer les clients.<\/strong><\/li>\n<li><strong>Informer les clients de fa\u00e7on transparente et simple.<\/strong><\/li>\n<li><strong>Maintenir ou r\u00e9tablir la confiance client\/marque.<\/strong><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Le 2 d\u00e9cembre, le webinaire \u00ab\u00a0L&rsquo;Exp\u00e9rience Client digitale : Les points du Succ\u00e8s pour 2021\u00a0\u00bb, organis\u00e9 par Blueboat et Custplace, a eu lieu pour discuter de l&rsquo;impact de la covid 19 sur l&rsquo;exp\u00e9rience client digitale, et des meilleures pratiques \u00e0 garder pour 2021. Pour cela, Julien Heidmann, directeur service client Schmidt group &amp; Justine Ziegler, [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":22387,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[77],"tags":[],"class_list":["post-22380","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-evenements"],"acf":{"affichage_hp":false,"reporting":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Le webinaire &quot;L&#039;exp\u00e9rience client digitale : Les Cl\u00e9s du Succ\u00e8s pour 2021&quot;<\/title>\n<meta name=\"description\" content=\"Explorez les strat\u00e9gies post-COVID de Tryba et Schmidt pour am\u00e9liorer l&#039;exp\u00e9rience client, renforcer la confiance et g\u00e9rer les avis en ligne.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fr.custplace.com\/business\/le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le webinaire &quot;L&#039;exp\u00e9rience client digitale : Les Cl\u00e9s du Succ\u00e8s pour 2021&quot;\" \/>\n<meta property=\"og:description\" content=\"Explorez les strat\u00e9gies post-COVID de Tryba et Schmidt pour am\u00e9liorer l&#039;exp\u00e9rience client, renforcer la confiance et g\u00e9rer les avis en ligne.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/fr.custplace.com\/business\/le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021\/\" \/>\n<meta property=\"og:site_name\" content=\"Custplace\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/custplace\" \/>\n<meta property=\"article:published_time\" content=\"2020-12-04T15:33:43+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/fr.custplace.com\/business\/wp-content\/uploads\/2020\/12\/Lexperience-client-digitale-Les-Cles-du-Succes-pour-2021.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"R\u00e9daction Custplace\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@custplace\" \/>\n<meta name=\"twitter:site\" content=\"@custplace\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"R\u00e9daction Custplace\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\/\/fr.custplace.com\/business\/le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/fr.custplace.com\/business\/le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021\/\"},\"author\":{\"name\":\"R\u00e9daction Custplace\",\"@id\":\"https:\/\/fr.custplace.com\/business\/#\/schema\/person\/c53dade5179b80dcfce8d90b57920634\"},\"headline\":\"Le webinaire \u00ab\u00a0L&rsquo;exp\u00e9rience client digitale : Les Cl\u00e9s du Succ\u00e8s pour 2021\u00a0\u00bb\",\"datePublished\":\"2020-12-04T15:33:43+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/fr.custplace.com\/business\/le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021\/\"},\"wordCount\":721,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/fr.custplace.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/fr.custplace.com\/business\/le-webinaire-lexperience-client-digitale-les-cles-du-succes-pour-2021\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/fr.custplace.com\/business\/wp-content\/uploads\/2020\/12\/Lexperience-client-digitale-Les-Cles-du-Succes-pour-2021.png\",\"articleSection\":[\"Webinaires &amp; 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