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6 juillet 2017

Les 2 piliers de la fidélité client

Il faut 10 fois plus d’énergie pour attirer un nouveau client que pour en fidéliser un. Donc si ton entreprise est déjà lancée et que tu as au moins quelques clients, ce sujet devrait t’intéresser : on va voir quels sont les piliers de la fidélité, ce qu’il faut commencer par travailler pour que les clients reviennent chez toi. Parce que ça se prépare avant même que les clients n’achètent pour la 1ère fois …

1/ Ton image

Bonne image de l'entrepriseClients ou pas encore, les personnes font connaissance avec ton entreprise en fonction de l’image que tu donnes sur Facebook, via le bouche à oreille ou encore l’aspect de ton magasin.

Ils sont sensibles à ton discours, aux valeurs que tu mets en avant qui les touchent ou pas. C’est un peu comme la promesse que tu leur fais, ce que tu leur proposes de découvrir en achetant chez toi … Il faut donc avoir une image qui corresponde exactement à ton entreprise, à ce qui est important à tes yeux, à ce que tu proposes réellement. La communication joue un rôle très important pour ce pilier : il faut savoir bien parler de toi, être exact et accrocheur (mais pas menteur !)

Par exemple si ta page Facebook ne fait pas pro, qu’il manque plein d’infos, que tu publies sur ta page les photos de tes sorties entre copains au lieu de parler de tes produits … l’image que tu vas dégager n’inspirera peut-être pas assez confiance pour que les clients achètent chez toi, où s’ils l’ont déjà fait pour qu’ils reviennent. Ou encore, tu ne peux pas non plus publier des photos de chantiers que tu n’as pas réalisé, juste pour appâter le client en lui faisant croire que tu es une grosse entreprise !

2/ L’expérience client

En fonction de la manière dont ça va se passer pour acheter chez toi, le client va avoir une bonne ou une mauvaise impression : est-ce qu’il est satisfait de son expérience d’achat ou déçu par ta manière de prendre soin (ou pas) de lui, ou encore par tes produits ? Si tu as des salariés, est-ce qu’ils accueillent le client comme toi tu le ferais ? Est-ce que tes promesses sont tenues ? Imagine : tu as bien travaillé sur ton image et communiqué sur le fait que chez toi, on trouve toujours des prix bas … ton client t’as cru et pourtant 1 semaine après son achat, il constate que sur les 5 produits achetés, 2 étaient moins cher ailleurs … Déception et doutes pour un prochain achat …

L’expérience client est un point important et très vaste car il regroupe tout ce que le client va vivre au contact de ton entreprise. Et c’est parfois difficile à vérifier car tu remarqueras qu’on est souvent dans le domaine du ressenti : toi tu as peut-être l’impression que tu es aimables, que tu donnes exactement les renseignements qu’il faut, que tu as tous les produits nécessaires en magasin … Mais est-ce que c’est vraiment ce que les clients pensent de ton entreprise ? Est-ce que tu les as déjà questionné sur le sujet ? (regarde cet article pour en savoir plus sur la mesure de la satisfaction client et réalise ce quiz pour te situer) En fonction de ce que ta clientèle te fera savoir, il faudra travailler sur la qualité de ce que tu proposes.

3/ La bonne addition

Bon équilibreCes 2 piliers ne marchent pas l’un sans l’autre :

  • si tu as une belle promesse, que ton image est accrocheuse, mais que les clients sont déçus par tes produits ou la manière dont tu les proposes, ils ne reviendront pas et ne parleront pas de toi (ou alors en mal)
  • si tu as préparé une belle expérience mais que tu ne sais pas bien la mettre en avant, tes clients actuels auront peut-être encore des doutes sur ton entreprise car il y aura un décalage qui ne va pas les rassurer sur le fait que l’expérience sera toujours bien chez toi

A toi donc de trouver le bon dosage mais retiens qu’il y a un point commun à ces 2 piliers : l’authenticité. Si tu es vrai dans ce que tu dis, dans ta manière de le dire, tu seras vrai aussi quand tu vendras et tu réussiras mieux à le faire ressentir à tes clients. Ce qui est vrai n’est pas toujours ce qui est au top car parfois il faut admettre que son entreprise n’est pas la meilleure dans un domaine ou un autre. Mais tes clients préféreront toujours que tu leur dises : « désolé mais dans ce domaine je ne suis pas un expert, par contre je peux me renseigner ou vous conseiller de voir xx » plutôt que de leur faire croire à quelque chose que tu ne pourras pas assumer correctement jusqu’au bout … Est-ce que tu partages cette vision de l’entreprise et de la relation client ?

 

143 Comments on “Les 2 piliers de la fidélité client

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