{"id":7114,"date":"2019-09-09T12:29:57","date_gmt":"2019-09-09T17:29:57","guid":{"rendered":"http:\/\/www.corinemarkey.com\/service\/?p=7114"},"modified":"2019-09-23T14:56:47","modified_gmt":"2019-09-23T19:56:47","slug":"lien-satisfaction-des-clients-et-des-employes","status":"publish","type":"post","link":"https:\/\/www.corinemarkey.com\/service\/blog\/lien-satisfaction-des-clients-et-des-employes\/","title":{"rendered":"Pour \u00eatre #1 dans le c\u0153ur de nos clients, commen\u00e7ons par \u00eatre #1 dans le c\u0153ur de nos employ\u00e9s !"},"content":{"rendered":"\n
\"Num\u00e9ro
Num\u00e9ro un dans le coeur de nos clients et de nos employ\u00e9s<\/figcaption><\/figure>\n\n\n\n

Am\u00e9liorer la satisfaction des employ\u00e9s augmente la satisfaction des clients. Cet \u00e9nonc\u00e9 est-il vrai ?<\/h2>\n\n\n\n

J’ai eu le privil\u00e8ge d’accompagner une entreprise qu\u00e9b\u00e9coise dans un secteur en forte concurrence qui avait vivait un d\u00e9fi croissance des affaires avec des employ\u00e9s plus satisfaits. Et je peux dire OUI<\/strong> ! Le lien entre la satisfaction des clients et celle des employ\u00e9s est confirm\u00e9 pour autant que certains facteurs soient r\u00e9unis.<\/p>\n\n\n\n

Voici les principaux :<\/p>\n\n\n\n

  1. Engagement de la direction<\/strong> \u00e0 changer et \u00e0 s’am\u00e9liorer.<\/li>
  2. \u00c9couter ses employ\u00e9<\/strong>s : J\u2019ai eu des entrevues structur\u00e9es aupr\u00e8s des joueurs cl\u00e9s pour leur demander leur opinion. Pour leur demander ce que cela prendrait pour am\u00e9liorer la satisfaction des clients. Pour devenir #1 dans le c\u0153ur des clients. <\/li>
  3. Regrouper les initiatives et g\u00e9rer le changement <\/strong>: Les probl\u00e8mes principaux concernaient le manque de main d\u2019\u0153uvre. Par manque de temps, les nouvelles personnes recrut\u00e9es n\u2019\u00e9taient pas form\u00e9es ad\u00e9quatement, pas int\u00e9gr\u00e9es et cela g\u00e9n\u00e9rait un taux de roulement \u00e9lev\u00e9. \u00c0 un moment, il fut d\u00e9cid\u00e9 de ralentir le rythme et de prendre le temps de r\u00e9fl\u00e9chir \u00e0 comment mieux faire. Ceci permit de mieux s\u2019occuper des nouveaux et de les former ad\u00e9quatement. En cons\u00e9quence le taux de r\u00e9tention s’est am\u00e9lior\u00e9 …<\/li>
  4. Faire un suivi de l\u2019implantation des changements et mesurer les impacts. <\/strong>Au d\u00e9but, suivi serr\u00e9 pour que l\u2019\u00e9quipe garde le focus. Il serait tentant de perdre le cap avec les urgences \u00e0 court terme. Ensuite, suivi hom\u00e9opathique quand l\u2019\u00e9quipe r\u00e9alise ses changements. <\/li>
  5. Une proximit\u00e9 des employ\u00e9s avec les clients<\/strong>. La taille de l’entreprise +\/- 120 personnes permet cette proximit\u00e9.
    <\/li><\/ol>\n\n\n\n

    Un an plus tard, le chiffre d\u2019affaires et le profit ont bondi de 25 % avec des employ\u00e9s et des clients plus satisfaits. <\/h3>\n\n\n\n

    Qu’en est-il des autres entreprises ?<\/h2>\n\n\n\n

    Dans la m\u00eame veine, une enqu\u00eate de la Harvard Business Review<\/strong><\/a> s\u2019est pench\u00e9e sur le lien entre la satisfaction des clients et celle des employ\u00e9s. <\/p>\n\n\n\n

    Voici les r\u00e9sultats de cette recherche qui combine des r\u00e9sulats de Glassdoor avec ses appr\u00e9ciations des employ\u00e9s et ACSI (American Customer Satisfaction Index) : <\/p>\n\n\n\n

    1. Les r\u00e9sultats d\u00e9montrent que cela fonctionne dans les deux sens. Le fait de servir des clients heureux rend les employ\u00e9s heureux aussi.<\/strong> On peut s’imaginer que des clients qui ach\u00e8tent des vacances sont heureux !<\/li>
    2. L\u2019impact d\u2019un employ\u00e9 heureux qui n\u2019est pas en contact avec les clients a peu d\u2019impact sur l\u2019augmentation de la satisfaction du client. <\/li>
    3. Pour finir, l\u2019\u00e9tude d\u00e9montre que d\u2019\u00eatre une entreprise uniquement orient\u00e9e envers les clients sans prendre en consid\u00e9ration ses employ\u00e9s est n\u00e9faste \u00e0 long terme. <\/li><\/ol>\n\n\n\n

      En conclusion il y a un lien entre la satisfaction des clients et des employ\u00e9s. Et cela g\u00e9n\u00e9re une croissance des profits pour autant qu’il y ait un engagement et un accompagnement.<\/h3>\n\n\n\n

      Je suis tr\u00e8s fi\u00e8re de l\u2019\u00e9quipe que j\u2019ai accompagn\u00e9e qui a travers\u00e9 l\u2019inconfort du changement pour devenir plus humains, plus orient\u00e9 clients et plus rentable en m\u00eame temps ! L\u2019engagement de l\u2019\u00e9quipe y est pour beaucoup. Bravo !<\/p>\n\n\n\n

      N\u2019h\u00e9sitez pas \u00e0 me poser des questions sur le coaching d’\u00e9quipe.<\/h2>\n\n\n\n

      Je vous invite \u00e0 vous inscrire \u00e0\u00a0mon infolettre mensuelle du SPLING en affaires.<\/a>\u00a0Voici le lien vers\u00a0mes autres articles de blog<\/a>\u00a0 dans lesquels je partage d\u2019autres trucs et observations pour d\u00e9velopper le leadership et optimiser l\u2019organisation !<\/h3>\n\n\n\n

      Corine Markey : Coach Professionnelle Certifi\u00e9e, formatrice agr\u00e9\u00e9e et conf\u00e9renci\u00e8re.<\/p>\n\n\n\n

      <\/p>\n","protected":false},"excerpt":{"rendered":"

      Am\u00e9liorer la satisfaction des employ\u00e9s augmente la satisfaction des clients. Cet \u00e9nonc\u00e9 est-il vrai ? J’ai eu le privil\u00e8ge d’accompagner une entreprise qu\u00e9b\u00e9coise dans un secteur en forte concurrence qui […]<\/p>\n","protected":false},"author":1,"featured_media":7115,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[180,350,337,351,349],"yoast_head":"\nPour \u00eatre #1 dans le c\u0153ur de nos clients, commen\u00e7ons par \u00eatre #1 dans le c\u0153ur de nos employ\u00e9s ! - Service Conseil CM<\/title>\n<meta name=\"description\" content=\"Y-a-t-il un lien entre la satisfaction des clients et des employ\u00e9s ? 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