{"id":14208,"date":"2018-06-08T14:27:35","date_gmt":"2018-06-08T14:27:35","guid":{"rendered":"http:\/\/www.customer-alliance.com\/resources\/article\/comment-developper-une-bonne-et-durable-relation-client-grace-customer-alliance\/"},"modified":"2021-04-13T15:01:16","modified_gmt":"2021-04-13T15:01:16","slug":"comment-developper-une-bonne-et-durable-relation-client-grace-customer-alliance","status":"publish","type":"articles","link":"https:\/\/www.customer-alliance.com\/fr\/articles\/comment-developper-une-bonne-et-durable-relation-client-grace-customer-alliance\/","title":{"rendered":"Comment d\u00e9velopper une bonne (et durable) relation client gr\u00e2ce \u00e0 Customer Alliance"},"content":{"rendered":"

La relation client doit \u00eatre votre priorit\u00e9. Il est judicieux de voir (\u00e0 nouveau) comment elle s\u2019articule afin d\u2019optimiser le parcours client \u00e0 chaque \u00e9tape du s\u00e9jour. Customer Alliance vous accompagne dans cette d\u00e9marche pour vous aider \u00e0 renforcer cette relation, et ce avant, pendant et apr\u00e8s le passage du client dans votre \u00e9tablissement.<\/p>\n

Accueillir le client avant le check-in<\/h2>\n

M\u00eame si l\u2019accueil r\u00e9serv\u00e9 au client par votre \u00e9quipe de r\u00e9ception est d\u00e9terminant, une des clefs de la construction d\u2019une bonne relation demeure la communication pr\u00e9-s\u00e9jour. Il est important de bien d\u00e9buter la conversation pour qu\u2019\u00e0 son arriv\u00e9e, le client soit re\u00e7u dans les meilleures conditions possibles. Customer Alliance vous accompagne gr\u00e2ce \u00e0 l\u2019invitation pr\u00e9-s\u00e9jour. Pour ce faire, un email reprenant les d\u00e9tails de la r\u00e9servation ainsi que les prestations disponibles dans l\u2019\u00e9tablissement (restaurant, spa\u2026) est envoy\u00e9 au client. Vous pouvez \u00e9galement y inclure quelques recommandations. Par exemple sur les endroits \u00e0 visiter dans les environs ou les informations pour acc\u00e9der \u00e0 votre \u00e9tablissement. Disponible en 19 langues<\/strong>, cet email est envoy\u00e9 automatiquement. Il constitue les pr\u00e9mices d\u2019une bonne relation client.<\/p>\n

Une autre raison, et pas des moindres, qui rend n\u00e9cessaire le contact pr\u00e9-s\u00e9jour, est le r\u00f4le jou\u00e9 par les OTAs dans la communication aupr\u00e8s de vos clients. En effet, ces derni\u00e8res s\u2019approprient la relation client \u00e0 vos d\u00e9pens, d\u2019o\u00f9 l\u2019importance d\u2019en reprendre le contr\u00f4le. Il est d\u2019ailleurs possible de communiquer directement avec les clients dont la r\u00e9servation a \u00e9t\u00e9 effectu\u00e9 via Booking.com<\/a>, mettez donc toutes les chances de votre c\u00f4t\u00e9.
\n[ca-form id=\u00a0\u00bb194371″ align=\u00a0\u00bbleft\u00a0\u00bb]<\/p>\n

Entretenir la communication pendant le s\u00e9jour<\/h2>\n

Le client r\u00e9cup\u00e8re sa clef et se dirige vers sa chambre. Fin de l\u2019histoire jusqu\u2019au check-out ? Evidemment non ! Le simple fait de maintenir la conversation avec le client durant son s\u00e9jour<\/strong>, sans pour autant se montrer trop intrusif, vous permettra d\u2019anticiper d\u2019\u00e9ventuels probl\u00e8mes<\/strong> rencontr\u00e9s par ces derniers.<\/p>\n

Voil\u00e0 maintenant quelques ann\u00e9es que Customer Alliance a mis en place l\u2019Instant Survey<\/a>. L\u2019objectif est de capter les premiers ressentis du client et d\u2019\u00e9valuer la qualit\u00e9 de vos prestations pendant le s\u00e9jour. Cette Instant Survey vous donne donc une marche de manoeuvre pour r\u00e9agir \u00e0 d\u2019\u00e9ventuelles r\u00e9clamations.<\/p>\n

En mettant en place ce type de communication, vous \u00e9viterez toute mauvaise surprise au check-out et vous aurez \u00e9galement r\u00e9ussi \u00e0 tisser un lien concret et durable avec votre client. L\u2019impact n\u2019en sera que meilleur sur la satisfaction globale de votre client\u00e8le<\/a>.<\/p>\n

Garder le contact, la clef de la fid\u00e9lisation<\/h2>\n

L\u2019\u00e9tape ultime du s\u00e9jour arrive pour le client. Votre r\u00e9ceptionniste s\u2019appr\u00eate \u00e0 poser la traditionnelle question relative \u00e0 son exp\u00e9rience. Il est temps de continuer les efforts entrepris avant et pendant le s\u00e9jour. Comment ? En continuant le dialogue avec le client apr\u00e8s son s\u00e9jour. Customer Alliance vous donne la possibilit\u00e9 de g\u00e9rer votre communication post-s\u00e9jour.
\n<\/strong>Tout simplement en invitant vos clients \u00e0 laisser des avis, soit via un questionnaire personnalis\u00e9, soit sur les portails majeurs comme TripAdvisor ou Google. L\u2019objectif premier est naturellement d\u2019augmenter votre pr\u00e9sence en ligne<\/strong>.<\/p>\n

Mais au del\u00e0 de ce gain de visibilit\u00e9, vous b\u00e9n\u00e9ficiez \u00e9galement d\u2019une opportunit\u00e9 qui peut s\u2019av\u00e9rer d\u00e9terminante face \u00e0 la concurrence et aux OTAs. Vous avez maintenu la communication avec le client et vous allez pouvoir fa\u00e7onner ce lien et \u00e9tablir la fid\u00e9lisation. En effet, en plus de solliciter vos clients \u00e0 r\u00e9diger un avis, pourquoi ne pas personnaliser votre message en lui proposant par exemple de recevoir des offres par email. Vous augmenterez consid\u00e9rablement vos chances de revoir ce client. Qui plus est, en captant une r\u00e9servation directe (si ce n\u2019\u00e9tait pas le cas initialement). Parall\u00e8lement \u00e0 l\u2019int\u00e9r\u00eat commercial sur le long terme. Vous d\u00e9velopperez une meilleure vision des besoins et attentes de vos clients pour toujours mieux y r\u00e9pondre.<\/p>\n

Pour r\u00e9sumer sur la relation client<\/h2>\n

La relation que vous entretenez avec le client est importante \u00e0 chaque \u00e9tape du parcours. Elle fa\u00e7onne l\u2019exp\u00e9rience que ce dernier aura dans votre \u00e9tablissement. Customer Alliance vous accompagne dans ce challenge qu\u2019est la communication avec le client, avant, pendant et apr\u00e8s le s\u00e9jour.
\nL\u2019impact de cette gestion de la relation client est r\u00e9el pour votre \u00e9tablissement. Que ce soient en termes de revenus, de satisfaction client et de fid\u00e9lisation.<\/p>\n

D\u00e9couvrez comment nous pouvons vous aider \u00e0 construire des relations durables de qualit\u00e9 avec vos clients. Demandez une pr\u00e9sentation gratuite avec un de nos experts qui se fera un plaisir de r\u00e9pondre \u00e0 vos questions. <\/strong><\/p>\n

D\u00e9monstration Gratuite<\/a><\/div>\n","protected":false},"featured_media":0,"parent":0,"menu_order":0,"template":"","meta":{"_acf_changed":false,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"categories":[],"class_list":["post-14208","articles","type-articles","status-publish","hentry"],"acf":[],"yoast_head":"\nRelation client - 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