{"id":1921,"date":"2025-05-07T12:48:29","date_gmt":"2025-05-07T10:48:29","guid":{"rendered":"https:\/\/oswego.eu\/?p=1921"},"modified":"2025-02-15T13:13:33","modified_gmt":"2025-02-15T12:13:33","slug":"lexperience-client-inclusive-chaque-client-compte","status":"publish","type":"post","link":"https:\/\/oswego.eu\/ar\/2025\/05\/07\/lexperience-client-inclusive-chaque-client-compte\/","title":{"rendered":"\u062a\u062c\u0631\u0628\u0629 \u0639\u0645\u0644\u0627\u0621 \u0634\u0627\u0645\u0644\u0629: \u0643\u0644 \u0639\u0645\u064a\u0644 \u064a\u0647\u0645"},"content":{"rendered":"<div class=\"wp-block-group alignfull has-base-2-background-color has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-c312811a wp-block-group-is-layout-constrained\" style=\"margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--20);padding-right:var(--wp--preset--spacing--50);padding-bottom:var(--wp--preset--spacing--20);padding-left:var(--wp--preset--spacing--50)\">\n<div class=\"wp-block-columns alignfull is-layout-flex wp-container-core-columns-is-layout-6f97adf0 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"wp-block-cover wp-duotone-unset-1\" style=\"padding-right:var(--wp--preset--spacing--40);padding-left:var(--wp--preset--spacing--40);min-height:430px;aspect-ratio:unset;\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"319\" height=\"478\" data-attachment-id=\"1146\" data-permalink=\"https:\/\/oswego.eu\/ar\/oo_portrait_4\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_4.png?fit=319%2C478&amp;ssl=1\" data-orig-size=\"319,478\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_portrait_4\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_4.png?fit=319%2C478&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-1146 size-full\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_4.png?resize=319%2C478&#038;ssl=1\" data-object-fit=\"cover\"\/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-base-2-background-color has-background-dim-70 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-small-font-size wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">Octobre 2024 \u23ae 3 MINUTES DE LECTURE<br>\u0645\u0627\u0631\u0643 \u0644\u0627\u0646\u062c\u0644\u0648\u0627\u060c \u0645\u062f\u064a\u0631 \u0645\u0634\u0627\u0631\u0643<\/p>\n\n\n\n<h1 class=\"wp-block-heading has-text-align-left has-x-large-font-size\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\"><strong>Une \u00c9volution Naturelle de l\u2019Exp\u00e9rience Client<\/strong><\/h1>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">\u2198\ufe0e Garantir un service accessible et adapt\u00e9 \u00e0 tous<br>\u2198\ufe0e Un levier de diff\u00e9renciation et de fid\u00e9lisation<br>\u2198\ufe0e Un gage d\u2019engagement et de satisfaction<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-26ce24cd wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">L\u2019exp\u00e9rience client inclusive\u00a0<\/mark>va au-del\u00e0 de l\u2019exp\u00e9rience client classique. Elle exige une\u00a0<strong>approche plus pr\u00e9cise et plus attentive<\/strong>\u00a0aux besoins sp\u00e9cifiques de chaque client, notamment ceux issus de groupes minoritaires.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Objectif<\/mark><strong> :<\/strong>\u00a0Garantir \u00e0 chacun une\u00a0exp\u00e9rience <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">fluide et satisfaisante<\/mark>, sans laisser personne en marge.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Point de D\u00e9part : L\u2019Exp\u00e9rience Client<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019exp\u00e9rience client\u00a0regroupe toutes les\u00a0<mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">interactions entre un client et une entreprise,<\/mark> de la premi\u00e8re prise de contact au service apr\u00e8s-vente.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Une exp\u00e9rience optimale repose sur plusieurs \u00e9l\u00e9ments cl\u00e9s :<\/mark><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Un accueil de qualit\u00e9<\/li>\n\n\n\n<li>Un temps d\u2019attente raisonnable<\/li>\n\n\n\n<li>Un processus d\u2019achat simplifi\u00e9<\/li>\n\n\n\n<li>Une communication claire et accessible<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Chaque entreprise soucieuse de la satisfaction client<\/mark>\u00a0doit s\u2019assurer d\u2019un parcours sans friction en travaillant sur ces aspects fondamentaux.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">L\u2019Inclusivit\u00e9 : Un Levier de Diff\u00e9renciation<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">L\u2019exp\u00e9rience client inclusive\u00a0adapte les interactions en fonction des\u00a0<strong>besoins sp\u00e9cifiques de chaque personne<\/strong>\u00a0(origine, handicap visible ou invisible, genre\u2026).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Un service client inclusif repose sur trois principes fondamentaux :<\/mark><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Accessibilit\u00e9\u00a0: Tous les canaux (physiques et digitaux) doivent \u00eatre adapt\u00e9s. Par exemple, un site de r\u00e9servation doit \u00eatre\u00a0accessible<strong> <\/strong>aux<strong> <\/strong>personnes autistes.<\/li>\n\n\n\n<li>Communication adapt\u00e9e\u00a0: Messages\u00a0clairs, compr\u00e9hensibles et non stigmatisants, aussi bien dans les supports visuels que dans les \u00e9changes avec les clients.<\/li>\n\n\n\n<li>Flexibilit\u00e9 et personnalisation\u00a0: Offrir des\u00a0solutions sur mesure\u00a0en fonction des attentes et des besoins sp\u00e9cifiques de chaque client.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-cover alignfull\" style=\"border-radius:5px\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"319\" height=\"478\" data-attachment-id=\"1145\" data-permalink=\"https:\/\/oswego.eu\/ar\/oo_portrait_3\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_3.png?fit=319%2C478&amp;ssl=1\" data-orig-size=\"319,478\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_portrait_3\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_3.png?fit=319%2C478&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-1145 size-full\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_portrait_3.png?resize=319%2C478&#038;ssl=1\" data-object-fit=\"cover\"\/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim\" style=\"background-color:#443d30\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-left wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60);font-size:clamp(3.037rem, 3.037rem + ((1vw - 0.2rem) * 4.938), 6rem);\">57%<\/p>\n\n\n\n<p class=\"has-large-font-size wp-block-paragraph\" style=\"padding-right:var(--wp--preset--spacing--60);padding-left:var(--wp--preset--spacing--60)\">des Fran\u00e7ais estiment que les marques ont un r\u00f4le \u00e0 jouer pour promouvoir la diversit\u00e9 et l&rsquo;inclusion<\/p>\n<\/div><\/div>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Une Approche B\u00e9n\u00e9fique Pour Tous<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Dans un monde o\u00f9 la\u00a0<mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">diversit\u00e9 est une r\u00e9alit\u00e9<\/mark>, adopter une approche inclusive permet de :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Se diff\u00e9rencier sur le march\u00e9<\/li>\n\n\n\n<li>D\u00e9velopper une fid\u00e9lit\u00e9 client forte<\/li>\n\n\n\n<li>Renforcer l\u2019engagement soci\u00e9tal de l\u2019entreprise<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">L\u2019attention port\u00e9e aux clients les plus vuln\u00e9rables<\/mark>, notamment ceux en situation de\u00a0handicap invisible, est un\u00a0gage de qualit\u00e9 et d\u2019engagement.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Notre Expertise<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Sp\u00e9cialistes,\u00a0avec l&rsquo;apport de Doo Conseil, <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\"><a href=\"https:\/\/oswego.eu\/ar\/parcours-client\/\" target=\"_blank\" rel=\"noopener\" title=\"\u0645\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u064a\u0644\">l\u2019exp\u00e9rience usager, patient et client<\/a><\/mark>, nous avons d\u00e9velopp\u00e9 une expertise particuli\u00e8re sur\u00a0<mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">l\u2019inclusivit\u00e9 et les handicaps invisibles<\/mark>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nous accompagnons les entreprises dans :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/oswego.eu\/ar\/parcours-client\/\" target=\"_blank\" rel=\"noopener\" title=\"\u0645\u0633\u0627\u0631 \u0627\u0644\u0639\u0645\u064a\u0644\">La conception de parcours clients inclusifs<\/a><\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">L\u2019am\u00e9lioration des interactions et des points de contact<\/mark><\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">L\u2019optimisation de l\u2019accessibilit\u00e9 et de la personnalisation des services<\/mark><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Garantissez une exp\u00e9rience fluide, accessible et respectueuse pour tous.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cet article a \u00e9t\u00e9 initialement publi\u00e9 sur le blog de Doo Conseil.<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>L\u2019exp\u00e9rience client inclusive\u00a0va au-del\u00e0 de l\u2019exp\u00e9rience client classique. Elle exige une\u00a0approche plus pr\u00e9cise et plus attentive\u00a0aux besoins sp\u00e9cifiques de chaque client, notamment ceux issus de groupes minoritaires. Objectif :\u00a0Garantir \u00e0 chacun une\u00a0exp\u00e9rience fluide et satisfaisante, sans laisser personne en marge. Point de D\u00e9part : L\u2019Exp\u00e9rience Client L\u2019exp\u00e9rience client\u00a0regroupe toutes les\u00a0interactions entre un client et une [&hellip;]<\/p>\n","protected":false},"author":258930097,"featured_media":1150,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_wpcom_ai_launchpad_first_post":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"{title}\n\n{excerpt}\n\n{url}","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false,"_members_access_role":[],"_members_access_error":""},"categories":[1],"tags":[3089,97663950,97663952,14150146,1267418],"class_list":["post-1921","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-audit","tag-care","tag-feedback-management","tag-parcours-client","tag-systemes"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 4.9.10 - aioseo.com -->\n\t<meta name=\"description\" content=\"Octobre 2024 \u23ae 3 MINUTES DE LECTUREMarc Langlois, Directeur Associ\u00e9 Une \u00c9volution Naturelle de l\u2019Exp\u00e9rience Client \u2198\ufe0e Garantir un service accessible et adapt\u00e9 \u00e0 tous\u2198\ufe0e Un levier de diff\u00e9renciation et de fid\u00e9lisation\u2198\ufe0e Un gage d\u2019engagement et de satisfaction L\u2019exp\u00e9rience client inclusive va au-del\u00e0 de l\u2019exp\u00e9rience client classique. 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