{"id":12021,"date":"2009-03-22T19:46:16","date_gmt":"2009-03-22T19:46:16","guid":{"rendered":"https:\/\/www.sisinternational.com\/8-ways-to-boost-customer-satisfaction-in-retail\/"},"modified":"2026-01-27T16:38:50","modified_gmt":"2026-01-27T21:38:50","slug":"analyse-de-la-satisfaction-client","status":"publish","type":"post","link":"https:\/\/www.sisinternational.com\/fr\/analyse-de-la-satisfaction-client\/","title":{"rendered":"8 fa\u00e7ons d'augmenter la satisfaction des clients dans le commerce de d\u00e9tail"},"content":{"rendered":"
\"\u00c9tudes<\/figure>\n\n\n\n
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Lorsqu\u2019un d\u00e9taillant ne r\u00e9pond pas aux attentes, les clients per\u00e7oivent un \u00e9cart, ce qui conduit \u00e0 leur insatisfaction.<\/h2>\n

Les effets peuvent \u00eatre dramatiques pour une entreprise. Les entreprises peuvent perdre des clients fid\u00e8les, les obligeant \u00e0 acqu\u00e9rir de nouveaux clients \u00e0 des co\u00fbts \u00e9lev\u00e9s, ce qui diminue leur rentabilit\u00e9. Sachant qu\u2019il est souvent moins co\u00fbteux d\u2019investir dans la satisfaction client que de perdre un client \u00e0 long terme, les entreprises peuvent se concentrer sur plusieurs initiatives pour accro\u00eetre la satisfaction client.<\/span><\/p>\n

1. Cibler les acheteurs indirects<\/h2>\n

One way to combat dissatisfaction is to make indirect buyers happy. Who are indirect purchasers? Children are often the best example. For example, if Burlington Coat Factory were experiencing high customer dissatisfaction among adults 35-50, the company could combat that by making children feel excited when they come to the store. The store can offer candy and merchandise that kids will like (e.g. Dora the Explorer accessories). Children will be excited to come to the store and will drag parents along to appease them. Parents are often happy when their children are happy. By delighting children, the store would better combat dissatisfaction among adults.<\/span><\/p>\n

2. Paiement automatique<\/h2>\n

Long lines are a major complaint among shoppers, especially in discount stores. One way to combat dissatisfaction is to set up self-checkout machines. Not only can the store decrease its overhead and staff costs, but also it gives shoppers another activity to do. Our research has found that shoppers<\/a>, particularly women, often go to discount stores for excitement. Giving control to shoppers in checking out and providing a new experience for adventurous shoppers can be a way to increase satisfaction.<\/span><\/p>\n

3. Exp\u00e9rience d'achat en ligne<\/h2>\n

One way to have profitable sales without having customer dissatisfaction is having an exciting online shopping experience. Companies can have exciting videos and a robust interface that interacts with customers, instead of just peddling goods.\u00a0 With lower overhead, companies can limit the problems customers face in-store. They can even go one step beyond and replicate an exciting in-store shopping experience and put it online.<\/span><\/p>\n

Zappos le fait en\u00a0:<\/h3>\n