{"id":2470,"date":"2023-03-16T12:58:00","date_gmt":"2023-03-16T12:58:00","guid":{"rendered":"https:\/\/pulse.dbschenker.com\/fr\/?p=2470"},"modified":"2023-03-16T12:58:01","modified_gmt":"2023-03-16T12:58:01","slug":"lexperience-client-du-constat-a-laction","status":"publish","type":"post","link":"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/lexperience-client-du-constat-a-laction\/","title":{"rendered":"L&#8217;Exp\u00e9rience Client : du constat \u00e0 l&#8217;action !"},"content":{"rendered":"\n<p>Nous facilitons l\u2019exp\u00e9rience de nos clients tout au long de leur parcours. D\u00e9couvrez ci-dessous l\u2019avancement de nos actions.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image alignfull size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/pulse.dbschenker.com\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-1024x683.jpg\" alt=\"\" class=\"wp-image-2475\" srcset=\"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-1024x683.jpg 1024w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-300x200.jpg 300w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-768x512.jpg 768w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-1536x1024.jpg 1536w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-2048x1365.jpg 2048w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-830x553.jpg 830w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/OSC221_1117_hd-75-1-scaled.jpg 2560w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h2 class=\"wp-block-heading\">Entretien avec Beno\u00eet Larere<\/h2>\n\n\n\n<p>Directeur du programme d&#8217;Exp\u00e9rience Client Schenker France<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p><em>\u00c9voluer d\u2019une qualit\u00e9 produite remarqu\u00e9e \u00e0 une exp\u00e9rience client remarquable, tel est le credo de notre programme \u00ab La Voix du Client \u00bb. Le dire, c\u2019est bien, le faire, c\u2019est mieux !<\/em><\/p><\/blockquote>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p>Depuis d\u00e9but 2021, nous concentrons nos efforts pour diminuer les irritants de nos clients tout au long de leur parcours pour am\u00e9liorer leur satisfaction.   voix du client \u00bb est pilot\u00e9 par un comit\u00e9 compos\u00e9 d\u2019un repr\u00e9sentant de chaque m\u00e9tier et service support afin d\u2019en assurer la transversalit\u00e9. <\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image alignfull size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"257\" height=\"178\" src=\"https:\/\/pulse.dbschenker.com\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/logo-voix-du-client.png\" alt=\"\" class=\"wp-image-2503\"\/><\/figure>\n<\/div>\n<\/div>\n\n\n\n<p>Notre programme \u00ab La voix du client \u00bb est pilot\u00e9 par un comit\u00e9 compos\u00e9 d\u2019un repr\u00e9sentant de chaque m\u00e9tier et service support afin d\u2019en assurer la transversalit\u00e9.<\/p>\n\n\n\n<p>Ce dernier se r\u00e9unit plusieurs fois par an en agence pour mieux appr\u00e9cier l\u2019\u00e9volution de la r\u00e9alit\u00e9 de notre relation client, sur le terrain. Si la mise en \u0153uvre d\u2019outils, de l\u2019\u00e9volution de notre organisation et de ses proc\u00e9dures est n\u00e9cessaire, elle n\u00e9cessite aussi un accompagnement de l\u2019ensemble des collaborateurs pour faire \u00e9voluer notre approche. <\/p>\n\n\n\n<p>En effet, la satisfaction et la recommandation de nos clients doivent \u00eatre l\u2019affaire de tous.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"729\" height=\"250\" src=\"https:\/\/pulse.dbschenker.com\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-2-1.png\" alt=\"\" class=\"wp-image-2492\" srcset=\"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-2-1.png 729w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-2-1-300x103.png 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p>Faire entendre la voix du client par le biais de <strong>l\u2019enqu\u00eate de satisfaction annuelle et nationale et du sondage NPS Route.<\/strong> Ces enqu\u00eates permettent de travailler les axes d\u2019am\u00e9lioration et augmenter la satisfaction et la recommandation client.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"729\" height=\"250\" src=\"https:\/\/pulse.dbschenker.com\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-22.png\" alt=\"\" class=\"wp-image-2494\" srcset=\"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-22.png 729w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-22-300x103.png 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p class=\"has-text-align-left\">Mieux accueillir nos nouveaux clients gr\u00e2ce \u00e0 <strong>un guide de bienvenue<\/strong> offert lors d&#8217;un moment de convivialit\u00e9<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"729\" height=\"250\" src=\"https:\/\/pulse.dbschenker.com\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-23.png\" alt=\"\" class=\"wp-image-2496\" srcset=\"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-23.png 729w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-23-300x103.png 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p><strong>Avec booking<\/strong> : pour faciliter la r\u00e9servation de fret et l\u2019impression des \u00e9tiquettes d\u2019exp\u00e9dition via notre plateforme eServices. <strong>Avec eClaims :<\/strong> pour faciliter la cr\u00e9ation et le suivi des litiges. <strong>Avec notre chatbot Betty <\/strong>: pour r\u00e9pondre aux questions les plus simples des clients.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"729\" height=\"250\" src=\"https:\/\/pulse.dbschenker.com\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-24.png\" alt=\"\" class=\"wp-image-2498\" srcset=\"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-24.png 729w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-24-300x103.png 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p class=\"has-text-align-left\">D\u00e9ploiement progressif d&#8217;un <strong>outil de gestion de la relation client <\/strong>pour une meilleure prise en charge des sollicitations.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"729\" height=\"250\" src=\"https:\/\/pulse.dbschenker.com\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-25.png\" alt=\"\" class=\"wp-image-2490\" srcset=\"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-25.png 729w, https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/wp-content\/uploads\/sites\/2\/2023\/03\/Sans-titre-25-300x103.png 300w\" sizes=\"auto, (max-width: 729px) 100vw, 729px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p><strong>Un syst\u00e8me de consignes XXL<\/strong> (projet pilote \u00e0 l\u2019agence de Montaigu) pour donner la possibilit\u00e9 \u00e0 nos clients de retirer leurs colis en toute autonomie.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Nous facilitons l\u2019exp\u00e9rience de nos clients tout au long de leur parcours. D\u00e9couvrez ci-dessous l\u2019avancement de nos actions. Entretien avec Beno\u00eet Larere Directeur du programme d&#8217;Exp\u00e9rience Client&hellip;<\/p>\n","protected":false},"author":36,"featured_media":2510,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"logistics_post_subtitle":"","logistics_post_display_author":"hide","logistics_post_thumbnail_type":"","footnotes":""},"categories":[67],"tags":[309,308,310,311],"class_list":["post-2470","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-savoir-faire","tag-experience-client-2","tag-experience-client","tag-la-voix-du-client","tag-programme-experience-client"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.3.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>L&#039;Exp\u00e9rience Client : du constat \u00e0 l&#039;action ! - Pulse\/fr<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pulse.dbschenker.com.staging.mensemedia.net\/fr\/lexperience-client-du-constat-a-laction\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"L&#039;Exp\u00e9rience Client : du constat \u00e0 l&#039;action ! - Pulse\/fr\" \/>\n<meta property=\"og:description\" content=\"Nous facilitons l\u2019exp\u00e9rience de nos clients tout au long de leur parcours. 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