{"id":7110,"date":"2016-04-30T06:20:29","date_gmt":"2016-04-30T04:20:29","guid":{"rendered":"http:\/\/poncier.org\/blog\/?p=7110"},"modified":"2016-05-25T07:50:29","modified_gmt":"2016-05-25T05:50:29","slug":"experience-client-et-transformation-digitale","status":"publish","type":"post","link":"https:\/\/poncier.org\/blog\/?p=7110","title":{"rendered":"Exp\u00c3\u00a9rience client et transformation digitale"},"content":{"rendered":"<p><a href=\"http:\/\/poncier.org\/blog\/?attachment_id=7112\" rel=\"attachment wp-att-7112\"><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-7112\" src=\"http:\/\/poncier.org\/blog\/wp-content\/2016\/05\/comment-ameliorer-experience-client-e1461933047728.jpg\" alt=\"comment-ameliorer-experience-client\" width=\"300\" height=\"220\" \/><\/a>D\u00c3\u00a9but avril j&rsquo;intervenais \u00c3\u00a0 la conf\u00c3\u00a9rence <a href=\"http:\/\/www.idcc.fr\/formation\/actualite\/experience-client-reloaded.html\">Exp\u00c3\u00a9rience Client Reloaded<\/a>, sur le th\u00c3\u00a8me de la transformation digitale. Voici ma pr\u00c3\u00a9sentation, plus quelques explications au del\u00c3\u00a0 \u00c2\u00a0des slides elles m\u00c3\u00aames.<!--more--><\/p>\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.slideshare.net\/slideshow\/embed_code\/key\/cXzbdGZv0KnKHM\" width=\"427\" height=\"356\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" style=\"border:1px solid #CCC; border-width:1px; margin-bottom:5px; max-width: 100%;\" allowfullscreen> <\/iframe> <\/p>\n<div style=\"margin-bottom:5px\"> <strong> <a href=\"https:\/\/www.slideshare.net\/poncier\/experience-client-et-transformation-digitale\" title=\"Experience client et transformation digitale\" target=\"_blank\">Experience client et transformation digitale<\/a> <\/strong> from <strong><a href=\"http:\/\/www.slideshare.net\/poncier\" target=\"_blank\">Anthony Poncier<\/a><\/strong> <\/div>\n<p>L&rsquo;id\u00c3\u00a9e de la premi\u00c3\u00a8re slide est d&rsquo;expliquer qu&rsquo;une bonne exp\u00c3\u00a9rience client va vous permettre de profiter de tous ce que vous offre internet et ce particuli\u00c3\u00a8rement gr\u00c3\u00a2ce aux donn\u00c3\u00a9es r\u00c3\u00a9cup\u00c3\u00a9r\u00c3\u00a9es. M\u00c3\u00aame si comme le rappelle la slide suivante, la partie digitale et notamment les m\u00c3\u00a9dias sociaux, sont importants ils ne sont pas l&rsquo;unique canal. Mais digital ou pas, les interactions attendues par\u00c2\u00a0vos clients se passent de plus en plus en temps r\u00c3\u00a9el ou dans un temps tr\u00c3\u00a8s court avec un niveau d&rsquo;expertise de plus\u00c2\u00a0en plus pouss\u00c3\u00a9\u00c2\u00a0auquel un community manager seul ne saurait faire face.<\/p>\n<p>D&rsquo;o\u00c3\u00b9 la n\u00c3\u00a9cessit\u00c3\u00a9 de se transformer afin de casser les silos et de permettre une relation fluide avec ses parties prenantes externes. Pour au final aller encore plus loin, \u00c3\u00a0 travers par exemple un programme ambassadeur, pour r\u00c3\u00a9pondre \u00c3\u00a0 des interactions de plus en plus nombreuses ou l&rsquo;humain doit prendre le pas sur l&rsquo;organisation, consid\u00c3\u00a9r\u00c3\u00a9e comme \u00ab\u00a0froide\u00a0\u00bb. R\u00c3\u00a9seau sociaux d&rsquo;entreprise, social CRM, si les outils sont un support ou un acc\u00c3\u00a9l\u00c3\u00a9rateur, ils ne compensent pas la remise \u00c3\u00a0 plat de votre gouvernance et mode de fonctionnement\u00c2\u00a0pour r\u00c3\u00a9pondre \u00c3\u00a0 ces nouveaux challenges, notamment le social selling qui passe par une relation digitale de bout en bout sur le cycle d&rsquo;achat.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>D\u00c3\u00a9but avril j&rsquo;intervenais \u00c3\u00a0 la conf\u00c3\u00a9rence Exp\u00c3\u00a9rience Client Reloaded, sur le th\u00c3\u00a8me de la transformation digitale. Voici ma pr\u00c3\u00a9sentation, plus quelques explications au del\u00c3\u00a0 \u00c2\u00a0des slides elles m\u00c3\u00aames.<\/p>\n","protected":false},"author":2,"featured_media":7112,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[5,230],"tags":[174,643,620,644,216,645,613],"_links":{"self":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/posts\/7110"}],"collection":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=7110"}],"version-history":[{"count":0,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/posts\/7110\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=\/wp\/v2\/media\/7112"}],"wp:attachment":[{"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=7110"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=7110"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/poncier.org\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=7110"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}