{"id":31046,"date":"2019-02-04T08:46:30","date_gmt":"2019-02-04T08:46:30","guid":{"rendered":"https:\/\/www.retaildetail.be\/general\/noubliez-pas-daccorder-autant-dattention-a-votre-personnel-qua-vos-clients-2\/"},"modified":"2019-02-04T08:46:30","modified_gmt":"2019-02-04T08:46:30","slug":"noubliez-pas-daccorder-autant-dattention-a-votre-personnel-qua-vos-clients-2","status":"publish","type":"post","link":"https:\/\/www.retaildetail.be\/fr\/news\/general\/noubliez-pas-daccorder-autant-dattention-a-votre-personnel-qua-vos-clients-2\/","title":{"rendered":""N'oubliez pas d'accorder autant d'attention \u00e0 votre personnel qu'\u00e0 vos clients""},"content":{"rendered":"

Le 21 f\u00e9vrier prochain, RetailDetail et People On Point <\/strong>organisent le tout premier People Congress consacr\u00e9 au r\u00f4le crucial du personnel de magasin. Erik Perey, founding partner de People On Point, nous explique pourquoi le th\u00e8me de ce congr\u00e8s est absolument essentiel.<\/p>\n

<\/p>\n

\u00a0<\/p>\n

Engagement au travail<\/h2>\n

\u00ab\u00a0Lors du recrutement, les entreprises accordent surtout de l’attention \u00e0 l’identification des r\u00e9f\u00e9rences des candidats, mais peu ou pas au capital humain. Rares sont celles qui attachent le m\u00eame soin \u00e0 leur personnel qu’\u00e0 leurs clients. Elles font tout pour offrir une exp\u00e9rience m\u00e9morable au client, mais n’imaginent pas l’importance de l’empreinte \u00e9motionnelle du v\u00e9cu de leurs employ\u00e9s. Or, \u00e0 partir du moment o\u00f9 vous comprenez leurs attentes \u00e0 l’\u00e9gard de l’entreprise et o\u00f9 vous en tenez compte dans vos actions, l’engagement au travail augmente de fa\u00e7on exponentielle. Et lorsque l’engagement augmente les profits explosent… Comment s’assurer que chaque collaborateur puisse d\u00e9velopper son potentiel au sein de l’entreprise, afin que le travail prenne tout son sens, y compris pour la personne qui l’effectue?\u00a0\u00bb<\/p>\n

\u00a0<\/p>\n

Relation client<\/h2>\n

\u00ab\u00a0La robotique et l’intelligence artificielle ont un impact ind\u00e9niable sur les relations qu’entretiennent les entreprises retail avec leurs clients. La collecte des ‘big data’ permet aux entreprises de r\u00e9pondre de mani\u00e8re toujours plus pointue aux attentes de leurs clients. C’est devenu l’une de leurs principales priorit\u00e9s. Mais cela conduit aussi \u00e0 une situation o\u00f9 un client qui ach\u00e8te syst\u00e9matiquement tous les albums de Largo Winch<\/em> dans le m\u00eame magasin n’est pas reconnu par le vendeur, alors qu’Amazon sait absolument tout des clients qui ach\u00e8tent en ligne. La relation client n’est toutefois pas compl\u00e8te sans un contact personnalis\u00e9. Une machine n’a ni yeux ni oreilles et encore moins de c\u0153ur, alors que la loyaut\u00e9 client se b\u00e2tit justement \u00e0 travers les relations humaines. Plus l’intelligence artificielle sera pr\u00e9sente, plus la valeur ajout\u00e9e humaine sera reconnue.\u00a0\u00bb<\/p>\n

\u00a0<\/p>\n

Valeur ajout\u00e9e \u00e9motionnelle<\/h2>\n

\u00ab\u00a0Les retailers sont tellement focalis\u00e9s sur leurs indicateurs cl\u00e9s de performances (les fameux KPI, dont le chiffre d’affaires, le panier moyen, le taux de conversion…) qu’ils perdent de vue que leurs collaborateurs ne comprennent peut-\u00eatre pas la mission de l’entreprise et peinent d\u00e8s lors \u00e0 trouver du sens dans leur travail. C’est pourtant extr\u00eamement important, car c’est ce qui fait la diff\u00e9rence vis-\u00e0-vis du client. Il n’est plus concevable d’envisager le fonctionnement commercial de l’entreprise ind\u00e9pendamment des ressources humaines. Les ‘big data’ ont leur importance, mais la collecte d’information n’est plus le probl\u00e8me. L’intelligence artificielle et les algorithmes sont utiles, mais la vraie question aujourd’hui est de savoir comment les utiliser en vue de cr\u00e9er une valeur ajout\u00e9e \u00e9motionnelle. Et c’est l\u00e0 que l’humain intervient. Cela fait une grande diff\u00e9rence si le personnel de magasin vous salue par automatisme ou avec sinc\u00e9rit\u00e9.\u00a0\u00bb<\/p>\n

\u00a0<\/p>\n

Si le sujet vous int\u00e9resse, nous vous conseillons de vous inscrire au plus vite au People Congress de RetailDetail et People On Point qui se tiendra le 21 f\u00e9vrier prochain \u00e0 Living Tomorrow \u00e0 Vilvorde. Parmi les intervenants nous vous signalons Wouter Torfs (Schoenen Torfs<\/strong>), Erik Van den Eynden (ING<\/strong>), Jan Van Damme (Nespresso<\/strong>) et Renaud Mazi\u00e8re (Groupe Pierre Marcolini<\/strong>). Cliquez ici, pour de plus amples informations et pour r\u00e9server vos tickets<\/a>.<\/p>\n

\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

Le 21 f\u00e9vrier prochain, RetailDetail et People On Point organisent le tout premier People Congress consacr\u00e9 au r\u00f4le crucial du personnel de magasin. Erik Perey, founding partner de People On Point, nous explique pourquoi le th\u00e8me de ce congr\u00e8s est absolument essentiel. \u00a0 Engagement au travail \u00ab\u00a0Lors du recrutement, les entreprises accordent surtout de l’attention […]<\/p>\n","protected":false},"author":1,"featured_media":31043,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[25],"tags":[],"people":[],"extra":[],"company":[],"topic":[],"region":[],"class_list":["post-31046","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general"],"acf":[],"yoast_head":"\n"N'oubliez pas d'accorder autant d'attention \u00e0 votre personnel qu'\u00e0 vos clients" - RetailDetail BE<\/title>\n<meta name=\"description\" content=\"Op 21 februari 2019 organiseert RetailDetail samen met People On Point het allereerste People Congress over hoe mensen op de werkvloer het verschil maken. 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