{"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":"2025-09-16T00:52:55","modified_gmt":"2025-09-16T04:52:55","slug":"analyse-de-la-satisfaction-client","status":"publish","type":"post","link":"https:\/\/www.sisinternational.com\/fr\/customer-satisfaction-analysis\/","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

Les longues files d'attente constituent une plainte majeure parmi les acheteurs, en particulier dans les magasins discount. Une fa\u00e7on de lutter contre l\u2019insatisfaction est de mettre en place des caisses automatiques. Non seulement le magasin peut r\u00e9duire ses frais g\u00e9n\u00e9raux et ses co\u00fbts de personnel, mais il donne \u00e9galement aux acheteurs une autre activit\u00e9 \u00e0 faire. Nos recherches ont r\u00e9v\u00e9l\u00e9 que les acheteurs, en particulier les femmes, se rendent souvent dans les magasins discount pour se divertir. Donner le contr\u00f4le aux acheteurs lors du paiement et offrir une nouvelle exp\u00e9rience aux acheteurs aventureux peut \u00eatre un moyen d\u2019augmenter la 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