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Il y a un mois nous avons lancé une nouvelle opération à destination de nos labellisés, le dispositif « Suivi qualité et fidélisation du client ».

C’est l’occasion de faire un point personnalisé sur leur utilisation des outils de suivi de la qualité.

Les manières de procéder observées sont variées et en accord avec des stratégies différentes.

Nous constatons des bonnes pratiques, des acteurs engagés pour la satisfaction de leurs clients, des professionnels qui ont compris que les avis en ligne c’est le bouche à oreille du XXI siècle.

L’Abbaye de Saint-Martin-du-Canigou fait partie de labellisés qui ont bénéficié de ce dispositif. Pascale de Salazan, responsable communication de l’Abbaye, attache une réponse particulière à répondre de manière personnalisée à tous les clients qui laissent des avis. Nous la félicitons pour sa manière de faire et souhaitons partager avec vous son témoignage sur cette question :

« Conscients des habitudes nouvelles de nos visiteurs, nous avions le désir d’offrir un accueil de qualité dans notre abbaye du XIème siècle, tant avant leur visite que pendant et après. Nous avons donc misé sur la formation et avons profité de plusieurs formations, toutes de qualité (des formations de fond de Qualité Sud de France nous ont éclairé sur l’évolution rapide actuelle : par exemple celle sur la gestion de la relation client et le marketing direct, ou celle intitulée « Nouvelles tendances, nouvelles clientèles », mais aussi des formations très pratiques données localement par l’OT Conflent-Canigó sur la e.réputation et les sites d’avis clients). La gestion des sites d’avis des clients fait donc partie de notre point d’attention. Nous avons commencé par Tripadvisor et Google +, les sites d’avis les plus fréquentés aujourd’hui, et nous avons pris la main sur notre fiche que des visiteurs avaient créée sur l’abbaye, afin d’y mettre notre couleur (belles photos, etc.) et des informations bien à jour. La gestion des avis des visiteurs est vraiment un plus si on a à cœur l’accueil personnel des visiteurs et si on se positionne sur un axe de progrès. De plus, une réponse aux avis postés donne une valeur ajoutée à la visite que les personnes ont faite, la leur rappelle et les encourage à devenir nos ambassadeurs auprès de leurs amis. D’autre part, le site d’avis est en quelque sorte la vitrine que les futurs visiteurs vont aller voir avant de se décider. Les messages personnels qui apportent un plus peuvent être des éléments qui les aideront à prendre leur décisions. Bref, c’est tout bénéfice ! »

 Pascale de Sagazan

Responsable communication à l’abbaye Saint-Martin-du-Canigou

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