Plan de communication Generali - experience client
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Transcript of Plan de communication Generali - experience client
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Le plan de communication
Partie 4Experience client
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Partie 1:Communication
via internet
Partie 2:Communicationvia réseautage
Partie 3:Communication
via publicité
Partie 4:Communication
via experience client
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SERVICE-AVANT-VENTE
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QUAND COMMENCEL’EXPERIENCE CLIENT?
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AU PREMIER CONTACT!!!
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QUAND FINITL’EXPERIENCE CLIENT?
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JAMAIS!!!
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QUELQUES MOMENTS CLES AVANT-VENTE
Visite au site web Demande d’info
Recherche d’une adresse ou heures
d’ouverture
Parking
Contact téléphonique
Accessibilité
Entrée
Première impression
Accueil
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LE POINT DE VENTE
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QUELQUES MOMENTS CLES AU POINT DE VENTE
Entrée Signing
Atmosphère
Avis
Accueil
Catering
Caisse
Toilettes
Payement
Présentation des produits
Collaborateurs
Sortie
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SERVICE-APRES-VENTE
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QUELQUES MOMENTS CLES APRES-VENTE
Deadline(respect)
Contactaprès livraison
Satisfactionclient (enquête)
Follow-up(Client)
Gestion de plainte
Livraison
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PROCEDURES ECRIT
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LOYAUTE
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TYPES D’ACTIONS DE LOYAUTE
Remise au prochain achat
Action ‘win-back’ Bon cadeau
Carte de client
Action ‘tell-a-friend’
Carte d’épargne ou action d’epargne
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LOGO, IDENTITE& OUTILS DE VENTE
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ELEMENTS
Logo
Image de campagne
Charte graphique
Couleur maison
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PROPRES OUTILS OU CELLES DE LA SOCIETE?
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OUTILS PHYSIQUES
Carte de visite Fiche de produit
Brochure
Emballage
Salesmap
Offre Dossier du client
Dépliant
Documentation technique
Modèles Produits gratuitGadgets
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OUTILS NUMERIQUES
Signature e-mail
Presentation de vente (PPT)
Enquête de satisfaction
Onepager (PDF)
Vidéo ou filmd’entreprise
Dépliant digital (PDF)
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Service-avant-vente
Apps
RESUME DU STRATEGIE
Service au point de vente
Service-après-vente
Loyauté clièntLogo, charte graphique &
outils
Moments clés
Procedure?
Moments clés Quels actions? Logo?Moments clés
Procedure? Procedure?Charte
graphique?
Outils physiques?
Outils digitaux?