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Les points de rencontre se dclinent aussi bien la clinique, en visite, )] TJ ET BT 0.000 533.564 Td /F1 9.0 Tf [(que sur internet, au tlphone ou via tous vos support de communication.)] TJ ET BT 0.000 513.880 Td /F1 9.0 Tf [(Cerise sur le gteau, une enqute rcente publie par le groupe KPMG\(2\) met en avant le caractre universel de l'exprience client. L'exprience )] TJ ET BT 0.000 503.197 Td /F1 9.0 Tf [(qu'une entreprise propose n'est plus juge pour le besoin auquel elle rpond, ni mme en comparaison de celle que proposent ses concurrents, mais )] TJ ET BT 0.000 492.513 Td /F1 9.0 Tf [(globalement, en regard de toutes les autres expriences vcues par le client dans sa vie de consommateur.)] TJ ET BT 0.000 472.829 Td /F1 9.0 Tf [(L'exprience propose par mon vtrinaire est elle plus, autant ou moins mmorable que celle que me propose mon boulanger, ma grande chane )] TJ ET BT 0.000 462.146 Td /F1 9.0 Tf [(d'habillement prfre, ou mon assureur ? Et voil l'ensemble des entreprises juges au rfrentiel des grands champions de l'exprience client : Maif, )] TJ ET BT 0.000 451.462 Td /F1 9.0 Tf [(Nespresso, Picard, Doctolib ou Amazon. Saurez-vous faire aussi bien qu'eux ?)] TJ ET BT 0.000 431.778 Td /F1 9.0 Tf [(Paradoxalement, c'est en cela, peut-tre, que l'exprience client est finalement un concept plus simple apprhender. Je suis moi-mme, sur mon )] TJ ET BT 0.000 421.094 Td /F1 9.0 Tf [(temps priv, client de ces grandes marques. J'ai donc moi-mme une perception de l'exprience client universelle. C'est une expertise propre, sur )] TJ ET BT 0.000 410.411 Td /F1 9.0 Tf [(laquelle je peux m'appuyer pour transformer ma pratique professionnelle. 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Lister chacun des )] TJ ET BT 0.000 679.034 Td /F1 9.0 Tf [(points de rencontre existants permet de les valuer et les amliorer, sur la base des donnes dj disponibles \(retours des clients, commentaires\) ou )] TJ ET BT 0.000 668.350 Td /F1 9.0 Tf [(par une enqute de satisfaction mieux cible. Cette approche contribue aussi identifier les points de rencontre qui pourraient tre ajouts pour )] TJ ET BT 0.000 657.667 Td /F1 9.0 Tf [(renforcer l'exprience client.)] TJ ET BT 0.000 637.983 Td /F1 9.0 Tf [(KPMG identifie 6 piliers qui font la russite des entreprises leaders de l'exprience client : l'intgrit, la personnalisation, la rsolution des )] TJ ET BT 0.000 627.299 Td /F1 9.0 Tf [(problmes, la rponse aux attentes, le temps et les efforts fournir ainsi que l'empathie)] TJ ET BT 348.381 627.299 Td /F3 9.0 Tf [( \(voir schma ci-dessus\))] TJ ET BT 445.896 627.299 Td /F1 9.0 Tf [(. C'est une faon complmentaire de )] TJ ET BT 0.000 616.615 Td /F1 9.0 Tf [(segmenter la problmatique pour organiser sa rflexion.)] TJ ET BT 0.000 596.932 Td /F1 9.0 Tf [(En n'oubliant pas bien sr, chaque tape, de s'efforcer d'adopter le point de vue du client !)] TJ ET BT 0.000 577.248 Td /F1 9.0 Tf [(Ds lors, tous les experts sont unanimes, la russite du projet tient deux conditions essentielles. L'exprience client devra ensuite tre place au )] TJ ET BT 0.000 566.564 Td /F1 9.0 Tf [(centre de toutes les rflexions de l'entreprise et chaque membre de l'entreprise devra tre associ la dmarche. 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