{"id":628,"date":"2021-02-25T20:40:06","date_gmt":"2021-02-25T19:40:06","guid":{"rendered":"http:\/\/www.cerpeg.fr\/bcpmcv\/?p=628"},"modified":"2021-02-25T20:40:06","modified_gmt":"2021-02-25T19:40:06","slug":"3-2-satisfaire-et-fideliser-le-public","status":"publish","type":"post","link":"https:\/\/www.cerpeg.fr\/bcpaccueil\/3-2-satisfaire-et-fideliser-le-public\/","title":{"rendered":"3.2 Satisfaire et fid\u00e9liser le public"},"content":{"rendered":"\n<div style=\"height:56px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-white-color has-pale-cyan-blue-background-color has-text-color has-background wp-block-heading\">Comp\u00e9tences <\/h3>\n\n\n\n<ul><li>Co-construire avec le public la solution adapt\u00e9e \u00e0 ses besoins<\/li><li>Finaliser la relation commerciale<\/li><li>Contribuer \u00e0 la satisfaction et \u00e0 la fid\u00e9lisation<\/li><li>Collecter et identifier les motifs de satisfaction et d\u2019insatisfaction<\/li><li>Mesurer l\u2019efficacit\u00e9 des actions de fid\u00e9lisation<\/li><\/ul>\n\n\n\n<div style=\"height:56px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-white-color has-pale-cyan-blue-background-color has-text-color has-background wp-block-heading\">Savoirs associ\u00e9s<\/h3>\n\n\n\n<ul><li>La recherche de la solution adapt\u00e9e au client\/usager<\/li><li>Le parcours client, le parcours usager<\/li><li>L\u2019exp\u00e9rience client, l\u2019exp\u00e9rience usager<\/li><li>Les outils de collecte et d\u2019analyse des motifs de satisfaction et d\u2019insatisfaction<\/li><li>La fid\u00e9lisation<\/li><\/ul>\n\n\n\n<div style=\"height:36px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"has-white-color has-pale-cyan-blue-background-color has-text-color has-background wp-block-heading\">Crit\u00e8res d\u2019\u00e9valuation<\/h3>\n\n\n\n<ul><li>Le questionnement, les \u00e9changes, les reformulations permettent d\u2019identifier clairement le besoin<\/li><li>Les \u00e9changes et la coop\u00e9ration avec le public permettent de proposer une offre, une solution adapt\u00e9e<\/li><li>La relation commerciale est concr\u00e9tis\u00e9e<\/li><li>Les motifs de satisfaction et d\u2019insatisfaction sont recens\u00e9s et mis en \u00e9vidence<\/li><li>Les actions de fid\u00e9lisation sont pertinentes et leur suivi permet la p\u00e9rennisation de la relation<\/li><\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Comp\u00e9tences Co-construire avec le public la solution adapt\u00e9e \u00e0 ses besoins Finaliser la relation commerciale Contribuer \u00e0 la satisfaction et \u00e0 la fid\u00e9lisation Collecter et identifier les motifs de satisfaction et d\u2019insatisfaction Mesurer l\u2019efficacit\u00e9 des actions de fid\u00e9lisation Savoirs associ\u00e9s La recherche de la solution adapt\u00e9e au client\/usager Le parcours client, le parcours usager L\u2019exp\u00e9rience [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts\/628"}],"collection":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/comments?post=628"}],"version-history":[{"count":0,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/posts\/628\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/media?parent=628"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/categories?post=628"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cerpeg.fr\/bcpaccueil\/wp-json\/wp\/v2\/tags?post=628"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}