{"id":58573,"date":"2024-10-17T09:07:16","date_gmt":"2024-10-17T09:07:16","guid":{"rendered":"https:\/\/www.customer-alliance.com\/?post_type=casestudies&#038;p=58573"},"modified":"2024-10-17T09:07:20","modified_gmt":"2024-10-17T09:07:20","slug":"comment-lhotel-nordik-utilise-la-gestion-des-avis-et-des-feedbacks-pour-atteindre-la-premiere-place-sur-tripadvisor","status":"publish","type":"casestudies","link":"https:\/\/www.customer-alliance.com\/fr\/casestudies\/comment-lhotel-nordik-utilise-la-gestion-des-avis-et-des-feedbacks-pour-atteindre-la-premiere-place-sur-tripadvisor\/","title":{"rendered":"Comment l\u2019H\u00f4tel Nordik utilise la gestion des avis et des feedbacks pour atteindre la premi\u00e8re place sur Tripadvisor"},"content":{"rendered":"\n<p>Situ\u00e9 \u00e0 une altitude de 1050 m\u00e8tres, l\u2019H\u00f4tel Nordik jouit d\u2019un emplacement privil\u00e9gi\u00e9 entour\u00e9 des majestueuses Dolomites de Brenta. Cet h\u00f4tel, g\u00e9r\u00e9 par une famille, allie luxe moderne et riche histoire remontant \u00e0 1968. Les clients peuvent profiter d\u2019installations comprenant une piscine, un sauna, un restaurant, un bar et une salle de sport. Ouvert dix mois par an, cet oasis r\u00e9serv\u00e9 aux adultes (14 ans et plus) assure une atmosph\u00e8re sereine et sophistiqu\u00e9e pour ses invit\u00e9s.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-l-entreprise\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#3b62b2\" class=\"has-inline-color\">L\u2019entreprise<\/mark><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Site web :<\/strong> <a href=\"https:\/\/www.hotelnordik.com\/\">hotelnordik.com<\/a><\/li>\n\n\n\n<li><strong>Localisation :<\/strong> Andalo, Dolomites de Brenta&nbsp;<\/li>\n\n\n\n<li><strong>Type d\u2019h\u00e9bergement :<\/strong> 4 \u00e9toiles (bient\u00f4t 4 \u00e9toiles sup\u00e9rieur)<\/li>\n\n\n\n<li><strong>Chambres :<\/strong> 30 chambres&nbsp;<\/li>\n\n\n\n<li><strong>Avec Customer Alliance depuis :<\/strong> d\u00e9cembre 2021<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\" id=\"h-les-resultats\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#3b62b2\" class=\"has-inline-color\">Les r\u00e9sultats<\/mark><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#3b62b2\" class=\"has-inline-color\">n\u00b01<\/mark><\/strong> Classement <strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#3b62b2\" class=\"has-inline-color\">n\u00b01<\/mark><\/strong> sur Tripadvisor pour Andalo, Italie<\/li>\n\n\n\n<li>Un prix \u2018Best of the Best\u2019 de Tripadvisor Traveler\u2019s Choice 2024\n<ul class=\"wp-block-list\">\n<li>Un NPS de <strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#3b62b2\" class=\"has-inline-color\">94<\/mark><\/strong><\/li>\n\n\n\n<li><strong><mark style=\"background-color:rgba(0, 0, 0, 0);color:#3b62b2\" class=\"has-inline-color\">51%<\/mark><\/strong> de taux de retour sur invitations \u00e0 laisser un avis<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Quels \u00e9taient les d\u00e9fis de l\u2019H\u00f4tel Nordik avant Customer Alliance ?<\/h2>\n\n\n\n<p>Nous avons \u00e9chang\u00e9 avec Mima, Directrice de l\u2019h\u00f4tel, et \u00e0 Luisa Chilovi, consultante avec notre partenaire HotelKlinik, pour savoir ce qui les a amen\u00e9es \u00e0 contacter Customer Alliance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ils manquaient d\u2019un syst\u00e8me complet pour collecter les feedbacks clients<\/h3>\n\n\n\n<p>L\u2019H\u00f4tel Nordik sait que les retours sont essentiels pour cr\u00e9er la meilleure exp\u00e9rience client possible. Comme Luisa nous l\u2019a dit :<\/p>\n\n\n\n<p><em>\u201cL\u2019objectif \u00e9tait de faire un bond significatif en termes de qualit\u00e9, et les propri\u00e9taires savaient que l\u2019h\u00f4tel avait le potentiel pour r\u00e9aliser ce bond. Avoir les retours des clients en main \u00e9tait, et est toujours, fondamental pour nous afin de comprendre si nous sommes sur la bonne voie.\u201d<\/em><\/p>\n\n\n\n<p>Cependant, sans un syst\u00e8me structur\u00e9, l\u2019h\u00f4tel d\u00e9pendait de retours sporadiques sans moyen d\u2019organiser et d\u2019analyser les r\u00e9ponses. Cela les emp\u00eachait d\u2019obtenir les informations n\u00e9cessaires pour atteindre leurs objectifs.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ils n\u2019avaient aucun moyen de suivre l\u2019impact de leurs changements sur la satisfaction des clients<\/h3>\n\n\n\n<p>L\u2019engagement de l\u2019H\u00f4tel Nordik envers l\u2019am\u00e9lioration continue \u00e9tait compromis par leur incapacit\u00e9 \u00e0 mesurer la satisfaction des clients dans diff\u00e9rents domaines d\u2019activit\u00e9. Le manque de donn\u00e9es tangibles rendait difficile l\u2019\u00e9valuation du succ\u00e8s de leurs initiatives, laissant leurs efforts au hasard.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Comment Customer Alliance aide-t-il l\u2019H\u00f4tel Nordik ?&nbsp;<\/h2>\n\n\n\n<p>Mima a identifi\u00e9 trois principales fa\u00e7ons dont Customer Alliance apporte de la valeur :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Augmenter le nombre d\u2019avis de l\u2019h\u00f4tel et les rendre faciles \u00e0 trouver pour les clients potentiels&nbsp;<\/li>\n\n\n\n<li>Automatiser et centraliser la collecte des feedbacks clients&nbsp;<\/li>\n\n\n\n<li>Apporter une clart\u00e9 sur les changements dans la satisfaction des clients qui peuvent \u00eatre facilement partag\u00e9s avec l\u2019\u00e9quipe<\/li>\n<\/ul>\n\n\n\n<p>Voici comment l\u2019H\u00f4tel Nordik utilise la plateforme et les r\u00e9sultats qu\u2019ils ont obtenus jusqu\u2019\u00e0 pr\u00e9sent.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ils renforcent la transparence et la confiance avec un widget d\u2019avis clients sur leur site web<\/h3>\n\n\n\n<p>En plus d\u2019augmenter le volume des avis avec des invitations automatiques, l\u2019H\u00f4tel Nordik utilise le widget de Customer Alliance pour afficher leur score moyen d\u2019avis sur leur page d\u2019accueil.<\/p>\n\n\n\n<p>En cliquant sur le widget discret, un certificat s\u2019ouvre, montrant une r\u00e9partition de ces scores, des avis individuels collect\u00e9s via la plateforme Customer Alliance, et l\u2019option de r\u00e9server directement.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2024\/07\/customer-alliance-success-story-hotel-nordik-public-review-score-1024x934.jpg\" alt=\"\" class=\"wp-image-54406\"\/><\/figure>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Lorsque vous \u00eates en concurrence avec d\u2019innombrables agents de voyage en ligne (OTA), avoir une preuve sociale sur votre propre site web aide \u00e0 influencer directement les d\u00e9cisions de r\u00e9servation. Comme Mima l\u2019a expliqu\u00e9 :<\/p>\n\n\n\n<p><em>\u201cLa principale valeur de Customer Alliance est que le client trouve d\u00e9j\u00e0 nos avis sur le site web de l\u2019h\u00f4tel, donc il n\u2019a pas besoin de chercher ailleurs. Au fil des ann\u00e9es, Customer Alliance a aid\u00e9 \u00e0 collecter tellement d\u2019avis, et ils ont fortement augment\u00e9 en qualit\u00e9.\u201d&nbsp;<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ils atteignent plus de clients potentiels avec la premi\u00e8re place sur Tripadvisor<\/h3>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2024\/07\/customer-alliance-success-story-hotel-nordik-no1-tripadvisor-1024x295.jpg\" alt=\"\" class=\"wp-image-54413\"\/><\/figure>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>En utilisant notre fonction de distribution des avis, l\u2019H\u00f4tel Nordik dirige p\u00e9riodiquement 80% de leurs avis vers Tripadvisor. En ciblant strat\u00e9giquement le site d\u2019avis populaire, ils ont :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Collect\u00e9 pr\u00e8s de 1 500 avis&nbsp;<\/li>\n\n\n\n<li>Obtenu la premi\u00e8re position pour les h\u00f4tels \u00e0 Andalo&nbsp;<\/li>\n\n\n\n<li>Re\u00e7u un prix \u2018Best of the Best\u2019 Travellers\u2019 Choice<\/li>\n<\/ul>\n\n\n\n<p>Les gagnants du prix Travellers\u2019 Choice font partie des 10% des meilleures annonces sur Tripadvisor. Pour \u00eatre \u00e9ligible \u00e0 un prix, une entreprise doit recevoir un nombre minimum d\u2019avis pendant la p\u00e9riode d\u2019\u00e9valuation de ce prix et doit maintenir ou d\u00e9passer une note minimale.<\/p>\n\n\n\n<p>Cette focalisation strat\u00e9gique sur Tripadvisor am\u00e9liore la visibilit\u00e9 de l\u2019H\u00f4tel Nordik et consolide leur r\u00e9putation en tant que destination de premier choix.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ils obtiennent des informations approfondies sur les clients avec des enqu\u00eates automatis\u00e9es pendant et apr\u00e8s le s\u00e9jour<\/h3>\n\n\n\n<p>L\u2019H\u00f4tel Nordik utilise une approche strat\u00e9gique pour comprendre l\u2019exp\u00e9rience de ses clients. Un jour apr\u00e8s l\u2019arriv\u00e9e, les clients re\u00e7oivent une enqu\u00eate demandant comment tout se passe et s\u2019il y a quelque chose que l\u2019h\u00f4tel pourrait am\u00e9liorer. Cet engagement proactif leur permet de r\u00e9pondre aux pr\u00e9occupations en temps r\u00e9el.<\/p>\n\n\n\n<p>Lorsque les clients partent, l\u2019H\u00f4tel Nordik envoie un email \u00e0 double objectif : il invite les clients \u00e0 laisser un avis et inclut une enqu\u00eate compl\u00e8te. L\u2019enqu\u00eate couvre divers aspects du s\u00e9jour, tels que :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>La facilit\u00e9 d\u2019enregistrement&nbsp;<\/li>\n\n\n\n<li>La qualit\u00e9 de la chambre&nbsp;<\/li>\n\n\n\n<li>Les offres de petit-d\u00e9jeuner&nbsp;<\/li>\n\n\n\n<li>La propret\u00e9 et le confort des espaces communs&nbsp;<\/li>\n\n\n\n<li>Le rapport qualit\u00e9\/prix global<\/li>\n<\/ul>\n\n\n\n<p>En utilisant un m\u00e9lange de questions quantitatives et qualitatives, l\u2019h\u00f4tel obtient des scores de satisfaction mesurables et des feedbacks clients dans leurs propres mots.<\/p>\n\n\n\n<p>Les donn\u00e9es sont automatiquement collect\u00e9es sur la plateforme Customer Alliance, ce qui facilite le travail du personnel, avec des fonctionnalit\u00e9s de recherche et de filtrage pour trouver exactement ce dont ils ont besoin. Si l\u2019h\u00f4tel re\u00e7oit un avis n\u00e9gatif, ils sont alert\u00e9s par email afin qu\u2019ils puissent y r\u00e9pondre rapidement.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.customer-alliance.com\/wp-content\/uploads\/2024\/07\/customer-alliance-success-story-hotel-nordik-stream-view-1024x560-1.png\" alt=\"\" class=\"wp-image-54420\"\/><\/figure>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Ils surveillent et partagent les scores de satisfaction des clients pour s\u2019am\u00e9liorer continuellement<\/h3>\n\n\n\n<p>\u00c0 l\u2019H\u00f4tel Nordik, les scores de satisfaction des clients ne sont pas de simples chiffres ; ils sont un motif de c\u00e9l\u00e9bration et un catalyseur de changement. C\u2019est pourquoi le tableau de bord des statistiques sur la plateforme Customer Alliance est l\u2019une des fonctionnalit\u00e9s les plus utilis\u00e9es de l\u2019H\u00f4tel Nordik, offrant un aper\u00e7u instantan\u00e9 de l\u2019\u00e9volution des scores de satisfaction au fil du temps pour des domaines sp\u00e9cifiques de l&rsquo;entreprise. Comme Luisa l\u2019a expliqu\u00e9 :<\/p>\n\n\n\n<p>\u201cLes avis sont pr\u00e9sent\u00e9s lors des r\u00e9unions internes. Les bons r\u00e9sultats sont c\u00e9l\u00e9br\u00e9s avec les coll\u00e8gues, et s\u2019il y a des avis n\u00e9gatifs, le personnel travaille ensemble pour r\u00e9fl\u00e9chir \u00e0 ce qui n\u2019a pas fonctionn\u00e9 et comment ils peuvent s\u2019am\u00e9liorer.\u201d<\/p>\n\n\n\n<p>En adoptant une approche syst\u00e9matique des feedbacks clients avec Customer Alliance, l\u2019h\u00f4tel n\u2019a pas seulement am\u00e9lior\u00e9 sa pr\u00e9sence en ligne, mais a \u00e9galement affin\u00e9 ses services \u00e0 la perfection. Les r\u00e9sultats parlent d\u2019eux-m\u00eames : un classement en t\u00eate sur Tripadvisor, un prix Traveler\u2019s Choice convoit\u00e9 et un impressionnant net promotor score de 94.<\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n\n","protected":false},"featured_media":58566,"parent":0,"menu_order":0,"template":"","meta":{"_acf_changed":true,"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-58573","casestudies","type-casestudies","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Comment l\u2019H\u00f4tel Nordik utilise la gestion des avis et des feedbacks pour atteindre la premi\u00e8re place sur Tripadvisor - Customer Alliance<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.customer-alliance.com\/fr\/casestudies\/comment-lhotel-nordik-utilise-la-gestion-des-avis-et-des-feedbacks-pour-atteindre-la-premiere-place-sur-tripadvisor\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment l\u2019H\u00f4tel Nordik utilise la gestion des avis et des feedbacks pour atteindre la premi\u00e8re place sur Tripadvisor - Customer Alliance\" \/>\n<meta property=\"og:description\" content=\"Situ\u00e9 \u00e0 une altitude de 1050 m\u00e8tres, l\u2019H\u00f4tel Nordik jouit d\u2019un emplacement privil\u00e9gi\u00e9 entour\u00e9 des majestueuses Dolomites de Brenta. 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