{"id":65350,"date":"2024-07-15T08:51:04","date_gmt":"2024-07-15T08:51:04","guid":{"rendered":"https:\/\/sinchbogdanimport.local\/resources\/que-nous-reserve-lavenir-repenser-lexperience-client-pour-le-commerce-de-detail-et-le-commerce\/"},"modified":"2024-11-13T14:14:02","modified_gmt":"2024-11-13T14:14:02","slug":"que-nous-reserve-lavenir-repenser-lexperience-client-pour-le-commerce-de-detail-et-le-commerce","status":"publish","type":"resources","link":"https:\/\/sinch.com\/fr\/resources\/que-nous-reserve-lavenir-repenser-lexperience-client-pour-le-commerce-de-detail-et-le-commerce\/","title":{"rendered":"Que nous r\u00e9serve l&rsquo;avenir&nbsp;? Repenser l&rsquo;exp\u00e9rience client pour le commerce de d\u00e9tail et l&rsquo;e-commerce"},"content":{"rendered":"\r\n    <section data-content-type=\"component\" class=\"header-block section-py bg-sand\" data-theme=\"light\">\r\n        <div class=\"container header-block-container\">\r\n\r\n            \r\n            <div class=\"row align-items-center\">\r\n                <div class=\"col-12 order-2 col-md-6 col-lg-5 order-md-1\">\r\n                    <div class=\"d-flex flex-column gap-3 gap-md-4\">\r\n                        <div>\r\n                                                            <p class=\"text-uppercase section-caption text-body-color\">rapport<\/p>\r\n                            \r\n                            <h1 class=\"text-accent m-0 p-0 \">\r\n                                Que nous r\u00e9serve l&rsquo;avenir&nbsp;?                            <\/h1>\r\n                        <\/div>\r\n\r\n                                                    <div class=\"content-body mb-0 text-body-color\"><p>Repenser l&rsquo;exp\u00e9rience client pour le commerce de d\u00e9tail et l&rsquo;e-commerce.<\/p><p class=\"mb-0\">Vous voulez savoir ce que veulent vraiment les clients, en boutiques physiques comme en ligne&nbsp;? Nous avons donc pos\u00e9 la question \u00e0 3&nbsp;000 d&rsquo;entre eux dans le monde entier, et nous avons trouv\u00e9 des r\u00e9ponses int\u00e9ressantes.<br><\/p><\/div>\r\n                        \r\n                        <ul class=\"list-styled-check m-0 text-body-color\"><li><p>Quel type d&rsquo;exp\u00e9rience les consommateurs recherchent-ils aujourd&rsquo;hui&nbsp;?&nbsp;<\/p><\/li><li><p>Sur quels canaux s&rsquo;engagent-ils le plus facilement&nbsp;?&nbsp;<\/p><\/li><\/ul>\r\n                        \r\n                                                    <div class=\"btn-group g-3 mt-0 row\">\r\n                                \r\n        <div class=\"col-auto\">\r\n        <a href=\"https:\/\/sinch-marketing-na.s3.amazonaws.com\/content\/EM-FR_23_CX-report-retail-what's-in-stores-French%20-%2001_0323_Sinch_CX_Retail_French__1_.pdf\" target=\"_blank\" class=\"btn btn-secondary btn-lg btn-animated\" >T\u00e9l\u00e9charger le rapport<\/a>\r\n        <\/div>\r\n                                    <\/div>\r\n\r\n                                                                        <\/div>\r\n                <\/div>\r\n\r\n                                    <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 order-md-2 ps-md-7 ps-lg-10 text-md-end\">\r\n\r\n                        \r\n                            <img decoding=\"async\" width=\"648\" height=\"451\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-header.png\" class=\"skip-lazy img-fluid\" alt=\"Image for Que nous r\u00e9serve l&#039;avenir&nbsp;?\" fetchpriority=\"high\" sizes=\"(min-width: 1200px) 648px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-header.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-header-300x209.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-header-1024x713.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-header-768x535.png 768w\" \/>\r\n                        \r\n                        \r\n                    <\/div>\r\n                \r\n            <\/div>\r\n        <\/div>\r\n\r\n        \r\n        \r\n        \r\n    <\/section>\r\n\n\n\r\n    <section data-content-type=\"component\" id=\"block-6f127617f8755574399367e0180f7c4a\" class=\"section section-altblo section-py bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n            \r\n                            <h2 class=\"mb-0 h4\">Au-del\u00e0 de la vente&nbsp;: comment l&rsquo;exp\u00e9rience client peut-elle apporter une r\u00e9elle valeur ajout\u00e9e au commerce de d\u00e9tail&nbsp;?  <\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>Comment les marques et les d\u00e9taillants peuvent-ils rendre leur exp\u00e9rience client plus attrayante dans ce nouveau paysage num\u00e9rique&nbsp;?&nbsp;<\/p><p>Que faut-il faire pour rester pertinent et comp\u00e9titif&nbsp;?&nbsp;<\/p><p>Et comment pouvons-nous utiliser ces nouveaux outils num\u00e9riques pour stimuler une croissance r\u00e9elle et durable&nbsp;?  &nbsp;<\/p><p>Le rapport examine en d\u00e9tail les tendances qui transforment l&rsquo;exp\u00e9rience client dans les secteurs du commerce de d\u00e9tail et de l&rsquo;e-commerce.<\/p><\/div>\r\n                            \r\n                            <ul class=\"list-styled-check m-0 text-body-color\"><li><p>Qu&rsquo;attendent vraiment les consommateurs des exp\u00e9riences d&rsquo;achat&nbsp;?&nbsp;&nbsp;<\/p><\/li><li><p>Comment les marques parviennent-elles \u00e0 attirer l&rsquo;attention des consommateurs &#8211; et \u00e0 la conserver&nbsp;?  &nbsp;<\/p><\/li><li><p>Comment les consommateurs veulent-ils communiquer avec les d\u00e9taillants&nbsp;?  &nbsp;<\/p><\/li><\/ul>\r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"https:\/\/sinch-marketing-na.s3.amazonaws.com\/content\/EM-FR_23_CX-report-retail-what's-in-stores-French%20-%2001_0323_Sinch_CX_Retail_French__1_.pdf\" target=\"_blank\" class=\"btn btn-secondary btn-lg btn-animated\" >T\u00e9l\u00e9charger le rapport<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 pe-md-7 pe-lg-10\">\r\n\r\n                    <img decoding=\"async\" width=\"648\" height=\"462\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-1.png\" class=\"img-fluid\" alt=\"Image pour Au-del\u00e0 de la vente&nbsp;: comment l&#039;exp\u00e9rience client peut-elle apporter une r\u00e9elle valeur ajout\u00e9e au commerce de d\u00e9tail&nbsp;?\" sizes=\"(min-width: 1200px) 648px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-1.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-1-300x214.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-1-1024x731.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-1-768x548.png 768w\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section data-content-type=\"component\" id=\"block-06a016c087f2d35b47b100a8c851bee2\" class=\"section section-altblo section-py bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5 order-md-1\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n                            <p class=\"text-uppercase section-caption text-body-color\">Tendance n\u00b01<\/p>\r\n            \r\n                            <h2 class=\"mb-0 h3\">L&rsquo;\u00e9change bidirectionnel est la solution<\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>\u00ab&nbsp;Plus de la moiti\u00e9 des clients (53&nbsp;%) se sentent frustr\u00e9s lorsqu&rsquo;ils re\u00e7oivent des messages mobiles auxquels ils ne peuvent pas r\u00e9pondre.&nbsp;\u00bb&nbsp;<\/p><p>Nos recherches ont montr\u00e9 que les personnes souhaitent majoritairement que la messagerie soit un moyen d&rsquo;avoir une conversation, et non un canal suppl\u00e9mentaire pour \u00eatre bombard\u00e9 de messages publicitaires non d\u00e9sir\u00e9s.&nbsp;<\/p><p>La technologie permettant de transformer la mani\u00e8re dont nous communiquons avec les consommateurs existe, mais son adoption est encore in\u00e9gale dans le commerce de d\u00e9tail et l&rsquo;e-commerce.&nbsp;<\/p><p class=\"mb-0\">La messagerie est un canal con\u00e7u pour le commerce conversationnel, ce qui donne aux d\u00e9taillants une excellente occasion d&rsquo;offrir \u00e0 leurs clients des exp\u00e9riences plus attrayantes dans les messages &#8211; ce que notre enqu\u00eate indique qu&rsquo;ils souhaitent vraiment.<\/p><\/div>\r\n                            \r\n                            \r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"https:\/\/sinch-marketing-na.s3.amazonaws.com\/content\/EM-FR_23_CX-report-retail-what's-in-stores-French%20-%2001_0323_Sinch_CX_Retail_French__1_.pdf\" target=\"_blank\" class=\"btn btn-secondary btn-lg btn-animated\" >T\u00e9l\u00e9charger le rapport<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 order-md-2 ps-md-7 ps-lg-10 text-md-end\">\r\n\r\n                    <img decoding=\"async\" width=\"648\" height=\"565\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-2.png\" class=\"img-fluid\" alt=\"Image pour L&#039;\u00e9change bidirectionnel est la solution\" sizes=\"(min-width: 1200px) 648px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-2.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-2-300x262.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-2-1024x893.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-2-768x670.png 768w\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n\r\n    <section data-content-type=\"component\" id=\"block-e5e301f5240659a5aad92b1970c71baa\" class=\"section section-altblo section-py bg-body\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n                            <p class=\"text-uppercase section-caption text-body-color\">Tendance n\u00b02<\/p>\r\n            \r\n                            <h2 class=\"mb-0 h3\">Offrez-leur des exp\u00e9riences dont ils se souviendront.  <\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>\u00ab&nbsp;28&nbsp;% des consommateurs se souviennent des exp\u00e9riences positives pendant plus d&rsquo;un an \u2013 43&nbsp;% se souviennent des exp\u00e9riences n\u00e9gatives pendant la m\u00eame p\u00e9riode.&nbsp;\u00bb&nbsp;<\/p><p>Les attentes des consommateurs en mati\u00e8re d&rsquo;exp\u00e9riences exceptionnelles sont plus \u00e9lev\u00e9es que jamais. Mais il existe un revers de la m\u00e9daille&nbsp;: une exp\u00e9rience client peu engageante fera fuir les clients et il sera plus difficile que jamais de les faire revenir.&nbsp;<\/p><p class=\"mb-0\">Mais pour les marques qui adoptent les nouvelles possibilit\u00e9s technologiques, l&rsquo;opportunit\u00e9 est immense. Les consommateurs demandent activement plus d&rsquo;informations pour guider leur parcours d&rsquo;achat, comme nous l&rsquo;avons d\u00e9montr\u00e9 lorsque nous leur avons demand\u00e9 quels types de \u00ab&nbsp;messages enrichis&nbsp;\u00bb ils trouveraient les plus utiles.<\/p><\/div>\r\n                            \r\n                            \r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"https:\/\/sinch-marketing-na.s3.amazonaws.com\/content\/EM-FR_23_CX-report-retail-what's-in-stores-French%20-%2001_0323_Sinch_CX_Retail_French__1_.pdf\" target=\"_blank\" class=\"btn btn-secondary btn-lg btn-animated\" >T\u00e9l\u00e9charger le rapport<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 pe-md-7 pe-lg-10\">\r\n\r\n                    <img decoding=\"async\" width=\"648\" height=\"565\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-3.png\" class=\"img-fluid\" alt=\"Image pour Offrez-leur des exp\u00e9riences dont ils se souviendront.\" sizes=\"(min-width: 1200px) 648px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-3.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-3-300x262.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-3-1024x893.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-3-768x670.png 768w\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n        \r\n        <section data-content-type=\"component\"  class=\"section overflow-hidden section-py bg-body\" data-theme=\"light\">\r\n            <div class=\"d-flex flex-column gap-6 gap-md-7 gap-lg-9\">\r\n                                <div class=\"carousel \" data-carousel=\"block-8a2a76bb6bf1dddd74e70a2bbdade4c9\" data-carousel-active-index=\"0\" data-carousel-dragable=\"false\" >\r\n                    <div class=\"container testimonials\">\r\n                        <div class=\"carousel__track carouselTrack\" data-transition=\"true\">\r\n                            <div class=\"row position-relative flex-nowrap\">\r\n                                                                    <div class=\"col-12 active\" data-carousel-slide=\"0\">\r\n                                        <div class=\"quote carousel-item bg-primary  px-5 py-7 p-md-9 rounded-xl shadow-lg d-flex flex-column m-0 h-100\" data-theme=\"light\">\r\n\r\n                                            <div class=\"row h-100\">\r\n                                                <div class=\"col-md-12 text-start gap-4 gap-md-5 d-flex flex-column\">\r\n                                                                                                            <div class=\"quote-logo\">\r\n                                                                                                                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                                                                                                                    <\/div>\r\n                                                    \r\n                                                                                                            <div>\r\n                                                            \r\n                                                                                                                            <blockquote class=\"m-0 quote-content text-body-color\" id=\"quote-block-8a2a76bb6bf1dddd74e70a2bbdade4c9-0\">\r\n                                                                    \u00ab&nbsp;De nombreux d\u00e9taillants utilisent la technologie pour augmenter leurs ventes, r\u00e9duire leurs co\u00fbts et am\u00e9liorer leur efficacit\u00e9 interne. Peu d&rsquo;entre eux utilisent la technologie dans une optique qui se concentre principalement sur la cr\u00e9ation de valeur pour le client.&nbsp;\u00bb                                                                <\/blockquote>\r\n                                                                                                                    <\/div>\r\n                                                    \r\n                                                    \r\n                                                    \r\n                                                                                                            <div class=\"mt-auto\">\r\n                                                            <div class=\"d-flex gap-3\">\r\n                                                                \r\n                                                                                                                                    <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                                                                        <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-8a2a76bb6bf1dddd74e70a2bbdade4c9-0\">\r\n                                                                            Mike Wittenstein                                                                        <\/cite>\r\n\r\n                                                                                                                                                    <span class=\"mb-0 text-body-color\">Associ\u00e9 fondateur et directeur, Storyminers<\/span>\r\n                                                                                                                                            <\/div>\r\n                                                                                                                            <\/div>\r\n                                                        <\/div>\r\n\r\n                                                    \r\n\r\n                                                    \r\n                                                <\/div>\r\n\r\n                                                                                            <\/div>\r\n\r\n                                        <\/div>\r\n\r\n                                    <\/div>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n                            <\/div>\r\n        <\/section>\r\n    \n\n\r\n    <section data-content-type=\"component\" id=\"block-f442529aafdae165aa90fcc2af2ea731\" class=\"section section-altblo section-py bg-light-subtle\" data-theme=\"light\">\r\n        <div class=\"container\">\r\n            <div class=\"row align-items-center \">\r\n                                    <div class=\"col-12 order-2 col-md-6 col-lg-5 order-md-1\">\r\n                        <div class=\"d-flex flex-column gap-3 gap-lg-4\">\r\n\r\n                                    <div>\r\n                            <p class=\"text-uppercase section-caption text-body-color\">Tendance n\u00b03<\/p>\r\n            \r\n                            <h2 class=\"mb-0 h3\">Pensez donc au multicanal.<\/h2>\r\n                    <\/div>\r\n\r\n\r\n                                                            <div class=\"content-body mb-0 text-body-color\"><p>Les fronti\u00e8res entre les exp\u00e9riences physiques et num\u00e9riques sont de plus en plus floues. Pour que les marques restent pertinentes, elles doivent comprendre la valeur des deux, et la mani\u00e8re dont chacune peut compl\u00e9ter l&rsquo;autre.&nbsp;<\/p><\/div>\r\n                            \r\n                            \r\n                            \r\n                                                            <div class=\"btn-group g-3 mt-0 row\">\r\n                                    \r\n        <div class=\"col-auto\">\r\n        <a href=\"https:\/\/sinch-marketing-na.s3.amazonaws.com\/content\/EM-FR_23_CX-report-retail-what's-in-stores-French%20-%2001_0323_Sinch_CX_Retail_French__1_.pdf\" target=\"_blank\" class=\"btn btn-secondary btn-lg btn-animated\" >T\u00e9l\u00e9charger le rapport<\/a>\r\n        <\/div>\r\n                                        <\/div>\r\n                            \r\n                        <\/div>\r\n                    <\/div>\r\n                                <div class=\"col-12 order-1 col-md-6 col-lg-7 mb-5 mb-md-0 order-md-2 ps-md-7 ps-lg-10 text-md-end\">\r\n\r\n                    <img decoding=\"async\" width=\"648\" height=\"462\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-4.png\" class=\"img-fluid\" alt=\"Image pour Pensez donc au multicanal.\" sizes=\"(min-width: 1200px) 648px, (min-width: 768px) 50vw, 100vw\" srcset=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-4.png 1296w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-4-300x214.png 300w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-4-1024x731.png 1024w, https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/SI-Retail-CX-4-768x548.png 768w\" \/>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            \r\n            \r\n            \r\n                    <\/div>\r\n    <\/section>\r\n\r\n\n\n        \r\n        <section data-content-type=\"component\"  class=\"section overflow-hidden section-py bg-body\" data-theme=\"light\">\r\n            <div class=\"d-flex flex-column gap-6 gap-md-7 gap-lg-9\">\r\n                                <div class=\"carousel \" data-carousel=\"block-f87fb32bce84804b0add128a43467bdd\" data-carousel-active-index=\"0\" data-carousel-dragable=\"false\" >\r\n                    <div class=\"container testimonials\">\r\n                        <div class=\"carousel__track carouselTrack\" data-transition=\"true\">\r\n                            <div class=\"row position-relative flex-nowrap\">\r\n                                                                    <div class=\"col-12 active\" data-carousel-slide=\"0\">\r\n                                        <div class=\"quote carousel-item bg-primary  px-5 py-7 p-md-9 rounded-xl shadow-lg d-flex flex-column m-0 h-100\" data-theme=\"light\">\r\n\r\n                                            <div class=\"row h-100\">\r\n                                                <div class=\"col-md-12 text-start gap-4 gap-md-5 d-flex flex-column\">\r\n                                                                                                            <div class=\"quote-logo\">\r\n                                                                                                                            <svg height=\"40\" class=\"quote-icon quote-icon-color\" aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/custom-icons\/quotes-right.svg\"><\/svg>\r\n                                                                                                                    <\/div>\r\n                                                    \r\n                                                                                                            <div>\r\n                                                            \r\n                                                                                                                            <blockquote class=\"m-0 quote-content text-body-color\" id=\"quote-block-f87fb32bce84804b0add128a43467bdd-0\">\r\n                                                                    \u00ab&nbsp;Offrez aux clients un canal dans lequel ils se sentent \u00e0 l&rsquo;aise pour acheter et suivez l&rsquo;ensemble du parcours d&rsquo;achat&#8230; Si quelqu&rsquo;un aime le libre-service, ne l&rsquo;obligez pas \u00e0 t\u00e9l\u00e9phoner ou \u00e0 se rendre dans un magasin pour retourner un article. L&rsquo;exp\u00e9rience doit \u00eatre coh\u00e9rente \u00e0 chaque point de contact.&nbsp;\u00bb                                                                <\/blockquote>\r\n                                                                                                                    <\/div>\r\n                                                    \r\n                                                    \r\n                                                    \r\n                                                                                                            <div class=\"mt-auto\">\r\n                                                            <div class=\"d-flex gap-3\">\r\n                                                                \r\n                                                                                                                                    <div class=\"d-flex flex-column align-self-center fs-sm\">\r\n                                                                        <cite class=\"mb-0 fw-bold text-accent fst-normal\" aria-describedby=\"quote-block-f87fb32bce84804b0add128a43467bdd-0\">\r\n                                                                            Lori Brown                                                                        <\/cite>\r\n\r\n                                                                                                                                                    <span class=\"mb-0 text-body-color\">Consultante en exp\u00e9rience client<\/span>\r\n                                                                                                                                            <\/div>\r\n                                                                                                                            <\/div>\r\n                                                        <\/div>\r\n\r\n                                                    \r\n\r\n                                                    \r\n                                                <\/div>\r\n\r\n                                                                                            <\/div>\r\n\r\n                                        <\/div>\r\n\r\n                                    <\/div>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n                            <\/div>\r\n        <\/section>\r\n    ","protected":false},"author":6,"featured_media":0,"menu_order":15,"template":"","meta":{"_acf_changed":false,"footnotes":""},"resources_category":[407],"class_list":["post-65350","resources","type-resources","status-publish","hentry","resources_category-rapports"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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