5 conseils pour fidéliser votre clientèle.
BLOG MFES '' ARTICLE 1 " du 08-10-2018
5 conseils pour fidéliser sa clientèle !
L’amélioration permanente de la satisfaction du client et de vos services font partie d’une démarche qualité visant à répondre à la demande de la clientèle, à anticiper les besoins et à les fidéliser. Avoir une bonne gestion de votre clientèle va renforcer vos ventes .il est primordial d’améliorer sans cesse vos prestations qui feront de vos prospects des nouveaux clients et de vos clients de très bon amis. Voici 5 conseils pour être proche de votre clientèle.


LE TRAVAIL BIEN FAIT
FIDELISER VOS CLIENTS
SOYEZ A L'ECOUTE
GERER LES LITIGES
COMMUNIQUER
SOYEZ CREATIF

Offrez un service de qualité :
LE TRAVAIL BIEN FAIT PAYE TOUJOURS
En proposant un accueil et un service de qualité, vous ne pourrez qu’accroître et fidéliser votre clientèle. Gardez en tête ces éléments :
-Accueillez vos clients avec politesse, courtoisie et amabilité tout en soignant l’aspect intérieur et extérieur de votre magasin de sorte qu’il soit propre et agréable ;
-Présenter une vitrine nette et attractive tout en affichant vos horaires et les prix des produits ;
-Soyez à l’écoute et conseillez vos clients, acceptez leurs réclamations ;
Apprenez à connaitre vos clients
FIDELISER VOS CLIENTS
Entretenir une bonne relation avec ses clients est essentiel. Comme dans toute relation, il faut être attentif au quotidien et garder en tête les notions telles que la loyauté, la fiabilité, la présence régulière, l’attentions, les surprises, la politesse, des échanges cordiaux et mutuels. En effet, pour établir puis entretenir une bonne relation avec ses clients, il faut dans un premier temps les connaître. Pour cela, vous devez être à même d’analyser , comprendre le profil et le comportement vos clients. Puis, il vous faudra découvrir leurs souhaits et leurs attentes. Ainsi vous pourrez fidéliser naturellement vos clients. Enfin, ne négligez pas les attentions pour vos clients les plus fidèles : chouchoutez-les (réductions, cadeaux, avantages spéciaux) car un client satisfait sera pour vous bien plus précieux ,vue qu’il sera pour vous un bien meilleur ambassadeur
Soyez à l'écoute et disponible
L'ATTOUTS QUI CHANGE TOUS !
La communication avec vos clients est primordiale. Soyez à l’écoute. Soignez votre service clientèle. Quand vos clients ont des demandes à formuler ou toutes autres requêtes à vous faire parvenir, ils doivent pouvoir facilement vous contacter et en obtenir une réponse. Plusieurs moyens sont aujourd’hui disponibles pour garder le contact : Email, chat direct sur le site ou les réseaux sociaux, appels téléphoniques ou vidéo. Les outils modernes vous offrent une large panoplie de possibilités de communiquer avec vos clients. Le plus important est qu’ils puissent vous contacter facilement, que vous soyez à leur écoute, et qu’ils obtiennent une réponse le plus rapidement possible. En le fessant vous allez pouvoir identifier leurs besoins et attentes et cela vous permettra de leur proposer des produits ou services personnalisés .
Gérez les clients insatisfaits
LE SAVIEZ VOUS?
Un conseil à ne pas négliger est la gestion des clients mécontents ou insatisfaits. Le bouche-à-oreille fonctionne très bien autant pour les clients qui ont apprécié les produits et services de votre commerce que pour les clients mécontents ! Vous l’aurez compris, un service après-vente de qualité et efficace est indispensable pour votre structure. La gestion des réclamations et des plaintes des clients peut s’avérer un exercice difficile, demandant patience et contrôle de soi. Plusieurs stratégies sont à votre disposition en fonction du type de réclamation. Gardez en tête que ces remarques peuvent être constructives pour améliorer la qualité de vos services, et que votre intérêt est de satisfaire le client en toute circonstance. Vous pouvez lui envoyer un mail personnalisé, lui passer un coup de téléphone. Échangez le produit en question, vous pouvez même lui offrir une réduction pour son prochain achat, voire un cadeau. La qualité est la clé de la fidélisation.
Informer et communiquer
COMMENT COMMUNIQUER ?
La communication, l’échange et le dialogue avec les clients sont déterminants. Être à l’écoute, mais aussi informer, voilà des actions à mener au quotidien au sein de votre structure pour rester proche de votre clientèle. L’écoute implique en effet un dialogue et c’est à l’entreprise de prendre l’initiative d’établir des contacts avec ses clients. Vous pouvez communiquer sur les produits et/ou services de votre commerce, mais cela peut aussi concerner vos projets et innovations, les responsables référents de l’entreprise… En d’autre termes tout ce qui concerne la vie de votre structure. Les vecteurs de communication ne manquent pas : les support papier (catalogues, journaux, flyers, affiches publicitaires…), les rencontres avec les clients, la mise en place d’événements (soirées privées…) et les nouvelles technologies qu’il ne faut pas négliger : Site web, réseaux sociaux, applications mobiles et objets connectés .
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