{"id":3812,"date":"2020-04-07T14:34:47","date_gmt":"2020-04-07T12:34:47","guid":{"rendered":"https:\/\/ipaidthat.io\/mag\/?p=3812"},"modified":"2020-04-07T14:34:47","modified_gmt":"2020-04-07T12:34:47","slug":"5-outils-indispensables-fidelisation-client","status":"publish","type":"post","link":"https:\/\/app.ipaidthat.io\/mag\/entrepreneur\/5-outils-indispensables-fidelisation-client\/","title":{"rendered":"5 outils indispensables de la fid\u00e9lisation client"},"content":{"rendered":"\n<p class=\"justification_texte\">Votre entreprise est en plein d\u00e9veloppement : strat\u00e9gie d\u2019acquisition d\u00e9finie, trafic en augmentation, <a rel=\"noreferrer noopener\" href=\"https:\/\/ipaidthat.io\/fr\/ventes-et-facturation\/\" target=\"_blank\">logiciel de comptabilit\u00e9<\/a> choisi. D\u00e9sormais, vous devez retenir vos clients et les inciter \u00e0 effectuer de nouveaux achats. Il existe d\u2019ailleurs plusieurs solutions pour la r\u00e9tention des consommateurs, mais on distingue <strong>5 outils indispensables pour la fid\u00e9lisation client<\/strong>.<\/p>\n\n\n\n<h2><span class=\"underline--hover\">Qu\u2019est-ce que la fid\u00e9lisation client ?<!--<\/span--><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3c3c\" class=\"has-inline-color\"><strong>D\u00e9finition de la fid\u00e9lisation client<\/strong><\/mark><\/h3>\n\n\n\n<p class=\"justification_texte\">Tr\u00e8s simplement, la fid\u00e9lisation client correspond aux achats r\u00e9p\u00e9titifs des produits ou services d\u2019une m\u00eame marque par un consommateur. Autrement dit, un client fid\u00e8le est un individu attach\u00e9 \u00e0 une marque et qui n\u2019h\u00e9site pas, ou peu, \u00e0 acheter ses produits.<\/p>\n\n\n\n<p class=\"justification_texte\">D\u2019un point de vue plus marketing, fid\u00e9liser un client comprend l\u2019ensemble des leviers activ\u00e9s pour retenir les consommateurs. Il s\u2019agit de cr\u00e9er une relation forte et durable entre les consommateurs et votre entreprise. Plus simplement, lorsque vous d\u00e9veloppez une strat\u00e9gie de fid\u00e9lisation, vous cherchez \u00e0 engager vos clients et vous les incitez \u00e0 renouveler leurs achats.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3c3c\" class=\"has-inline-color\"><strong>Les avantages de fid\u00e9liser sa client\u00e8le<\/strong><\/mark><\/h3>\n\n\n\n<p class=\"justification_texte\">La fid\u00e9lisation client est un enjeu majeur pour la majorit\u00e9 des entreprises. En effet, cette strat\u00e9gie marketing offre de nombreux avantages non n\u00e9gligeables pour votre marque. Elle va fortement contribuer \u00e0 votre d\u00e9veloppement.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>L\u2019investissement n\u00e9cessaire pour retenir vos consommateurs requiert moins de ressources. En moyenne, fid\u00e9liser un client co\u00fbte 7 fois moins que l\u2019acquisition de nouveaux prospects.<\/li><li>Le panier d\u2019un client fid\u00e8le est 20% \u00e0 25% sup\u00e9rieur au panier moyen de l\u2019entreprise. Autrement dit, un consommateur fid\u00e9lis\u00e9 ach\u00e8te davantage.<\/li><li>La dur\u00e9e de vie d\u2019une client\u00e8le fid\u00e8le est plus longue.<\/li><li>La fid\u00e9lisation client m\u00e8ne au bouche \u00e0 oreille. Vos clients satisfaits et fid\u00e8les peuvent \u00eatre de v\u00e9ritables ambassadeurs de marque.<\/li><li>Avec cette loyaut\u00e9, vous pouvez faire participer vos clients \u00e0 l\u2019am\u00e9lioration de votre offre.<\/li><\/ul>\n\n\n\n<h2><span class=\"underline--hover\">Les 5 outils indispensables de la r\u00e9tention client<!--<\/span--><\/span><\/h2>\n\n\n\n<p class=\"justification_texte\">Parmi les nombreux outils de la fid\u00e9lisation client, on distingue notamment 5 strat\u00e9gies indispensables. Plus pr\u00e9cis\u00e9ment, il s\u2019agit d\u2019un parcours client \u00e0 mettre en place pour mieux comprendre les consommateurs et pour les inciter \u00e0 interagir avec votre marque.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><span style=\"color:#ff3c3c\" class=\"has-inline-color\">#1 Les enqu\u00eates NPS<\/span><\/strong><\/h3>\n\n\n\n<p class=\"justification_texte\">Le premier outil \u00e0 mettre en place est l\u2019<strong>enqu\u00eate NPS<\/strong>. Le <a href=\"https:\/\/www.welovecustomers.fr\/solutions\/nps\/\" target=\"_blank\" rel=\"noreferrer noopener\">Net Promoter Score<\/a> est l\u2019indicateur de fid\u00e9lisation et recommandation client. Il s\u2019agit d\u2019une question simple \u00e0 poser \u00e0 vos clients en post achat :<\/p>\n\n\n\n<p class=\"justification_texte\"><em>Sur une \u00e9chelle de 0 \u00e0 10, quelle est la probabilit\u00e9 que vous recommandiez notre marque \u00e0 votre entourage ?<\/em><\/p>\n\n\n\n<p class=\"justification_texte\">En analysant les r\u00e9sultats, vous distinguerez notamment 3 profils consommateurs : les d\u00e9tracteurs (note inf\u00e9rieure \u00e0 6), les passifs (note de 7 ou 8) et les promoteurs (note de 9 ou 10).<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/ipaidthat.io\/mag\/wp-content\/uploads\/2020\/04\/nps-pet-promoter-score-ipaidthat-2.png\" alt=\"nps-pet-promoter-score-ipaidthat-2\" class=\"wp-image-3817\"\/><\/figure>\n\n\n\n<p class=\"justification_texte\">Cet indicateur est facile \u00e0 mettre en place et \u00e0 interpr\u00e9ter. De plus, vous pourrez le comparer \u00e0 votre secteur, \u00e0 vos concurrents et dans le temps.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3c3c\" class=\"has-inline-color\"><strong>#2 Les enqu\u00eates de Satisfaction<\/strong><\/mark><\/h3>\n\n\n\n<p class=\"justification_texte\">Pour aller plus loin que le NPS, vous pouvez lancer une <strong>enqu\u00eate de satisfaction<\/strong>. Par exemple, vous pouvez inviter les d\u00e9tracteurs \u00e0 r\u00e9pondre \u00e0 un questionnaire plus pouss\u00e9. Ainsi vous pourrez mieux comprendre leurs besoins, leurs attentes et leurs freins. Les r\u00e9sultats permettent de prendre des mesures et d\u2019am\u00e9liorer l\u2019offre en continu.<\/p>\n\n\n\n<p class=\"justification_texte\">En mesurant la satisfaction, vous montrez \u00e0 vos clients que leurs avis comptent. L\u2019\u00e9coute active est d\u2019ailleurs un levier essentiel \u00e0 la fid\u00e9lisation client. Un client qui se sait \u00e9cout\u00e9 par une marque sera plus enclin \u00e0 acheter de nouveau. Dans le m\u00eame sens, avec une offre plus adapt\u00e9e \u00e0 votre client\u00e8le, vous attirez davantage de consommateurs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><span style=\"color:#ff3c3c\" class=\"has-inline-color\">#3 Un programme de parrainage client<\/span><\/strong><\/h3>\n\n\n\n<p class=\"justification_texte\">Ensuite, il ne suffit pas de se contenter d\u2019analyser le niveau de fid\u00e9lisation, il faut inciter les clients satisfaits \u00e0 recommander vos produits et services. Pour cela, vous pouvez orienter les promoteurs vers un<strong> programme de parrainage<\/strong>. L\u2019objectif ici est de faire conna\u00eetre une marque en r\u00e9compensant les ambassadeurs de leur effort. Le parrainage client vous donne la possibilit\u00e9 de mener en simultan\u00e9 une strat\u00e9gie de fid\u00e9lisation client et d\u2019acquisition. <\/p>\n\n\n\n<p class=\"justification_texte\">Il s\u2019agit d\u2019un outil facile et rapide \u00e0 mettre en place. C\u2019est aussi un excellent moyen de profiter du bouche \u00e0 oreille de votre client\u00e8le. D\u2019autant plus, qu\u2019un individu a 4 fois plus de chance d\u2019acheter suite \u00e0 la recommandation d\u2019un proche.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong><span style=\"color:#ff3c3c\" class=\"has-inline-color\">#4 La cr\u00e9ation de contenu client<\/span><\/strong><\/h3>\n\n\n\n<p class=\"justification_texte\">Pour fid\u00e9liser vos consommateurs, nous vous conseillons \u00e9galement d\u2019inciter \u00e0 la <a href=\"https:\/\/www.welovecustomers.fr\/solutions\/creation-contenu-client\/\" target=\"_blank\" rel=\"noreferrer noopener\">cr\u00e9ation de contenu client<\/a>. Aussi appel\u00e9e User-Generated Content, la cr\u00e9ation de contenu consiste \u00e0 utiliser les contenus r\u00e9alis\u00e9s par les clients. Il peut s\u2019agir de photos, de vid\u00e9os ou encore simplement d\u2019avis clients.<\/p>\n\n\n\n<p class=\"justification_texte\">Cet outil permet d\u2019engager le client avec la marque et de rassurer la client\u00e8le potentielle. Pour inciter davantage \u00e0 la cr\u00e9ation, vous pouvez aussi les r\u00e9compenser ou les faire participer \u00e0 un jeu concours.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/ipaidthat.io\/mag\/wp-content\/uploads\/2020\/04\/5-fidelisation-client\u00e8le_inner.png\" alt=\"\" class=\"wp-image-3820\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0);color:#ff3c3c\" class=\"has-inline-color\"><strong>#5 Un programme de fid\u00e9lit\u00e9<\/strong><\/mark><\/h3>\n\n\n\n<p class=\"justification_texte\">Enfin, le cinqui\u00e8me outil de la fid\u00e9lisation client reste tout simplement le programme de fid\u00e9lit\u00e9. Vous allez r\u00e9compenser un achat en offrant des avantages sur les prochains achats ou en offrant des services additionnels.<\/p>\n\n\n\n<p class=\"justification_texte\">Toutefois, pour \u00eatre performant, ce programme se doit de rester coh\u00e9rent avec le business model de votre entreprise et avec les attentes de vos clients. Il doit \u00e9galement \u00eatre atteignable afin de ne pas d\u00e9courager et d\u00e9cevoir les consommateurs.<\/p>\n\n\n\n<p class=\"justification_texte\">Comme nous venons de le voir, il existe diff\u00e9rents moyens de retenir vos clients. Toutefois, il ne suffit pas de se contenter d\u2019activer des leviers. Vous devez garder en t\u00eate un parcours et une compl\u00e9mentarit\u00e9 entre les outils pour \u00eatre efficace. <\/p>\n\n\n\n<p class=\"justification_texte\">Il s\u2019agit l\u00e0 de 5 outils indispensables, mais selon votre activit\u00e9, vous pouvez \u00e9galement utiliser les r\u00e9seaux sociaux, les offres de remboursement ou encore la gamification. L\u2019objectif sera alors d\u2019engager votre communaut\u00e9 et de la mener vers la fid\u00e9lisation client.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><a href=\"https:\/\/ipaidthat.io\/fr\/?utm_source=mag&amp;utm_campaign=banniere&amp;utm_content=banniere\"><img decoding=\"async\" src=\"https:\/\/ipaidthat.io\/mag\/wp-content\/uploads\/2019\/07\/banni\u00e8re-bleu-blog-1024x57.jpg\" alt=\"banni\u00e8re-bleu-blog\" class=\"wp-image-568\"\/><\/a><\/figure><\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Votre entreprise est en plein d\u00e9veloppement : strat\u00e9gie d\u2019acquisition d\u00e9finie, trafic en augmentation, logiciel de comptabilit\u00e9 choisi. D\u00e9sormais, vous devez retenir vos clients et les inciter \u00e0 effectuer de nouveaux achats. Il existe d\u2019ailleurs plusieurs solutions pour la r\u00e9tention des consommateurs, mais on distingue 5 outils indispensables pour la fid\u00e9lisation client. Qu\u2019est-ce que la fid\u00e9lisation [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,4],"tags":[],"class_list":["post-3812","post","type-post","status-publish","format-standard","hentry","category-entrepreneur","category-featured"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 outils indispensables de la fid\u00e9lisation client - iPaidThat Mag<\/title>\n<meta name=\"description\" content=\"Il existe plusieurs solutions pour la r\u00e9tention des consommateurs, mais on en distingue 5 indispensables pour la fid\u00e9lisation client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/app.ipaidthat.io\/mag\/entrepreneur\/5-outils-indispensables-fidelisation-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 outils indispensables de la fid\u00e9lisation client - 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