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    "slug": "customer-surveys-bridging-expectation-gap-consumers-suppliers",
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    "link": "http:\/\/www.surveyrock.com\/blog\/fr\/enquetes-clients-passerelles-attentes-consommateurs-fournisseurs\/",
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        "rendered": "<p><strong>Remarque : les termes \"consommateurs\" et \"fournisseurs\" peuvent \u00eatre intervertis avec \"entreprises\" et \"clients\".<\/strong><\/p>\n\n\n\n<p>Pour l'expliquer en termes simples, un \u00e9cart d'attente se produit lorsqu'il y a une diff\u00e9rence entre ce que vos clients attendent de vous et ce qu'ils obtiennent r\u00e9ellement. Bien qu'il s'agisse d'un concept d'audit largement utilis\u00e9, en termes g\u00e9n\u00e9raux, un \u00e9cart d'attente n'est pas un probl\u00e8me. <a href=\"http:\/\/hotelexecutive.com\/business_review\/2382\/closing-the-gap-between-guest-expectation-and-management-perception\">foss\u00e9 des attentes<\/a> peut \u00eatre expliqu\u00e9 \u00e0 l'aide des sc\u00e9narios suivants :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Un employ\u00e9 qui s'attend \u00e0 une augmentation de salaire et \u00e0 une promotion mais qui ne les obtient pas.<\/li><li>Un client qui s'attend \u00e0 des produits de haute qualit\u00e9, mais qui se retrouve avec des produits de qualit\u00e9 inf\u00e9rieure.<\/li><li>Un investisseur qui attend un certain retour sur investissement, mais qui ne l'obtient pas.<\/li><\/ul>\n\n\n\n<!--more-->\n\n\n\n<div class=\"wp-block-image\"><figure class=\"alignright size-large\"><a href=\"http:\/\/www.surveyrock.com\/blog\/2015\/01\/customer-surveys-bridging-expectation-gap-consumers-suppliers\/\"><img decoding=\"async\" src=\"https:\/\/surveyrock-blog.s3.amazonaws.com\/blog\/wp-content\/uploads\/2015\/01\/Customer-survey-expectation-gap.jpg\" alt=\"L&#039;\u00e9cart entre les attentes des clients et les enqu\u00eates\"\/><\/a><\/figure><\/div>\n\n\n\n<p>Pour que toute entreprise puisse prosp\u00e9rer, il est essentiel de combler ce foss\u00e9. Cela permet une meilleure gestion de la relation client. Elle facilite \u00e9galement l'\u00e9laboration des politiques relatives aux employ\u00e9s, du marketing et d'autres strat\u00e9gies orient\u00e9es vers les clients de l'entreprise.<\/p>\n\n\n\n<p>Pour les petites et moyennes entreprises, il est essentiel de comprendre leurs clients. En particulier pour une industrie de services, la satisfaction des clients et des employ\u00e9s est la cl\u00e9 de la croissance.<\/p>\n\n\n\n<p>La recherche a \u00e9tabli que cela co\u00fbte <a href=\"http:\/\/hotelexecutive.com\/business_review\/2382\/closing-the-gap-between-guest-expectation-and-management-perception\">cinq fois<\/a> plus pour amener un nouveau client \u00e0 votre entreprise. En m\u00eame temps, un client satisfait qui am\u00e8ne d'autres clients peut r\u00e9duire consid\u00e9rablement vos d\u00e9penses de marketing et de publicit\u00e9.<\/p>\n\n\n\n<p>Alors comment combler le foss\u00e9 des attentes et garantir la satisfaction et la fid\u00e9lisation des clients ?<\/p>\n\n\n\n<p>En menant des recherches et des enqu\u00eates ! Pour comprendre pourquoi le foss\u00e9 s'est cr\u00e9\u00e9 en premier lieu, on peut utiliser une enqu\u00eate appropri\u00e9e. Cette enqu\u00eate, une fois remplie et renvoy\u00e9e, vous permettra d'analyser pourquoi vos clients se plaignent. Qu'est-ce qui ne leur pla\u00eet pas ? Pourquoi vos employ\u00e9s ne sont-ils pas heureux ? Que pouvez-vous faire de plus pour am\u00e9liorer vos produits et services ?<\/p>\n\n\n\n<p>Le probl\u00e8me ne s'arr\u00eate pas l\u00e0. La conception d'une enqu\u00eate peut \u00eatre une t\u00e2che intimidante en soi. Les co\u00fbts impliqu\u00e9s, les proc\u00e9dures n\u00e9cessaires, la compilation et l'analyse sont quelques-uns des d\u00e9fis auxquels vous serez confront\u00e9. En outre, votre enqu\u00eate refl\u00e9tera-t-elle vraiment les points de vue et les opinions de votre public ? Seront-ils suffisants et appropri\u00e9s pour combler le foss\u00e9 ?<\/p>\n\n\n\n<p><a href=\"http:\/\/www.surveyrock.com\/online-survey-tools\">Enqu\u00eates en ligne<\/a> offrent une solution simple et efficace \u00e0 tous ces probl\u00e8mes. Ces enqu\u00eates sont <a href=\"http:\/\/www.surveyrock.com\/free-online-surveys\">louable<\/a> et faciles \u00e0 concevoir et \u00e0 distribuer. Les enqu\u00eates peuvent \u00eatre <a href=\"http:\/\/www.surveyrock.com\/home\/features.html\">personnalis\u00e9<\/a> non seulement pour r\u00e9pondre aux exigences de votre organisation, mais aussi pour \u00eatre facilement compr\u00e9hensible par votre public cible.<\/p>\n\n\n\n<p>Enfin, votre enqu\u00eate ne doit pas n\u00e9cessairement \u00eatre publique. Par exemple, vous pouvez envisager de faire circuler un questionnaire destin\u00e9 aux employ\u00e9s dans un service ou \u00e0 un niveau hi\u00e9rarchique particulier (en fonction de leurs connaissances et de leur expertise). En distribuant le lien unique de l'enqu\u00eate \u00e0 un groupe sp\u00e9cifique de personnes, vous pouvez <a href=\"http:\/\/www.surveyrock.com\/home\/features.html\">limiter l'audience<\/a>.<\/p>\n\n\n\n<p>Pour en savoir plus sur les avantages des enqu\u00eates en ligne et sur la mani\u00e8re dont elles contribuent \u00e0 combler le foss\u00e9 entre vos attentes et celles de vos clients, veuillez consulter le site suivant <a href=\"http:\/\/www.surveyrock.com\/home\/\">Enqu\u00eateRock<\/a>.<\/p>",
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        "rendered": "<p>Remarque : les termes \"consommateurs\" et \"fournisseurs\" peuvent \u00eatre remplac\u00e9s par \"entreprises\" et \"clients\". Pour l'expliquer en termes simples, un \u00e9cart d'attente se produit lorsqu'il y a une diff\u00e9rence entre ce que vos clients attendent de vous et ce qu'ils obtiennent r\u00e9ellement. Bien qu'il soit largement utilis\u00e9 comme concept d'audit - en termes g\u00e9n\u00e9raux, un \u00e9cart d'attente peut [...]<\/p>",
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