{"id":24723,"date":"2008-02-21T18:00:00","date_gmt":"2008-02-21T18:00:00","guid":{"rendered":"http:\/\/marketingisdead.blogspirit.com\/archive\/2008\/02\/17\/deux-experiences-de-relations-clients.html"},"modified":"2008-02-21T18:00:00","modified_gmt":"2008-02-21T18:00:00","slug":"deux-experiences-de-relations-clients","status":"publish","type":"post","link":"https:\/\/consumerinsight.eu\/marketingisdead\/deux-experiences-de-relations-clients\/","title":{"rendered":"Deux exp\u00e9riences de relations clients"},"content":{"rendered":"

\"a6d400e137cabf9ff49c963e5f070b5c.jpg\"Vous vous en doutez, l\u2019une est satisfaisante, l\u2019autre d\u00e9plorable \u2026<\/span> <\/p>\n

Plus amusant, l\u2019une concerne une administration et l\u2019autre une ancienne administration, aujourd\u2019hui devenue soci\u00e9t\u00e9 priv\u00e9e \u2026 Et les tenants du lib\u00e9ralisme souriront en esp\u00e9rant lire dans ce double exemple comment le passage au secteur priv\u00e9 am\u00e9liore consid\u00e9rablement les services (ex)publics.<\/span><\/p>\n

Perdu !<\/span><\/p>\n

Il y a plusieurs mois, je annon\u00e7ais mes d\u00e9boires avec Gestion Communication<\/i><\/b>, cette soci\u00e9t\u00e9 de promotion organisant pour le compte de Coriolis Telecom<\/i><\/b>, des loteries payantes \u2026 ce qui n\u2019est pas encore vraiment l\u00e9gal de nos jours en France.*<\/span><\/p>\n

Quelques lettres recommand\u00e9es n\u2019y ayant rien fait, j\u2019ai donc d\u00e9cid\u00e9 de me tourner vers la Direction d\u00e9partementale de la concurrence, de la consommation <\/span> et de la r\u00e9pression des fraudes de la Seine Saint Denis<\/i>, \u00e0 qui j\u2019ai envoy\u00e9 le 21 ao\u00fbt 2007 \u2013 notez bien la date, en plein milieu des vacances \u2013 un mail exposant mon cas.<\/span><\/p>\n

Deux jours<\/span><\/b> plus tard \u2013 si ! \u2013 je re\u00e7ois la r\u00e9ponse attendue :<\/span><\/p>\n

\u00ab J\u2019accuse r\u00e9ception de votre plainte (courriel du 21 ao\u00fbt 2007 enregistr\u00e9 sous le n\u00b02007-4139) contre la soci\u00e9t\u00e9 GESTION ET COMMUNICATION sise 2 rue de la Montjoie \u00e0 la PLAINE-SAINT-DENIS (93).<\/span><\/i><\/p>\n

\u00ab Cette soci\u00e9t\u00e9 vous a promis un t\u00e9l\u00e9phone portable comme prix d’une loterie commerciale.<\/span><\/i><\/p>\n

\u00ab Je vous informe qu’\u00e0 la suite de plaintes re\u00e7ues d\u00e9non\u00e7ant les pratiques commerciales litigieuses de cette entreprise, et apr\u00e8s investigation, mon service a transmis \u00e0 Monsieur le Procureur de la R\u00e9publique pr\u00e8s le Tribunal de Grande Instance de Bobigny une proc\u00e9dure contentieuse sur le chef de publicit\u00e9 trompeuse (article L. 121-1 et suivants du code de la consommation).<\/span><\/i><\/p>\n

\u00ab Je vous conseille par cons\u00e9quent de saisir ce magistrat en pr\u00e9cisant le num\u00e9ro Parquet \u2026 \u00bb<\/span><\/i><\/p>\n

Un : quand je disais que Gestion Communication<\/i><\/b> \u00e9tait des escrocs, je n\u2019\u00e9tais pas le seul \u00e0 le penser.<\/span><\/p>\n

Deux : une soci\u00e9t\u00e9 commerciale qui r\u00e9pondrait si vite et si pertinemment : vous en connaissez beaucoup ? Et sans artifice, comme le second exemple le prouvera.<\/span><\/p>\n

Evidemment, j\u2019ai saisi le Tribunal concern\u00e9 ; mais l\u00e0, on change de minist\u00e8re, et c\u2019est l\u2019engorgement ! D\u2019o\u00f9 la d\u00e9cision de Rachida Dati<\/i> d\u2019en supprimer un nombre cons\u00e9quent pour d\u00e9velopper \u2026 l\u2019engorgement.<\/span><\/p>\n

Du coup, escrocs \u00e0 la petite semaine et prestataires peu respectueux des lois ont des beaux jours devant eux pour narguer le consommateur : d\u2019ici \u00e0 ce que leurs affaires arrivent en justice, ils auront pli\u00e9 bagage depuis longtemps.<\/span><\/p>\n

Le second exemple concerne France T\u00e9l\u00e9com qui m\u2019envoie \u00ab\u00a0bon d’achat fid\u00e9lit\u00e9\u00a0\u00bb<\/i> de 10 euros \u2013 sympa ! \u2013 que je me d\u00e9p\u00eache d\u2019aller d\u00e9penser en commandant une clef USB, seul gadget \u00e0 peu pr\u00e8s int\u00e9ressant \u00e0 mon gr\u00e9.<\/span><\/p>\n

Pas disponible ! Une autre : bis repetita<\/i>, comme disait mon prof de latin !<\/span><\/p>\n

J\u2019envoie un petit mail le 6 Janvier :<\/span><\/p>\n

\u00ab Je re\u00e7ois un bon d’achat fid\u00e9lit\u00e9 n\u00b0 VO09-P3345A6B9M de 10 euros, je me rends sur le site, commande une clef USB : pas disponible ; une seconde clef USB : pas disponible ; une Webcam : pas disponible.<\/span><\/p>\n

\u00ab Evidemment, tous les produits chers sont disponibles.<\/span><\/p>\n

\u00ab Est-ce une arnaque pour nous amener \u00e0 d\u00e9penser plus ?<\/span><\/p>\n

\u00ab Ou une erreur de votre part ?<\/span><\/p>\n

\u00ab J’attends votre r\u00e9ponse pour la publier sur mon blog : http:\/\/www.marketingisdead.net<\/a> \u00bb.<\/span><\/p>\n

D\u00e9sol\u00e9, mais je n\u2019ai \u00e0 ce jour, je n\u2019ai rien \u00e0 publier !<\/span><\/p>\n

Ce qui ne veux pas dire que je n\u2019ai pas re\u00e7u de r\u00e9ponse ! Si, quasi imm\u00e9diatement :<\/span><\/p>\n

\u00ab Nous transmettons l’ensemble de vos remarques au gestionnaire des offres commerciales sur notre site.<\/span><\/i><\/p>\n

Nous sommes en effet tout \u00e0 fait r\u00e9ceptifs \u00e0 vos observations nous permettant d’innover et d’am\u00e9liorer la qualit\u00e9 de nos prestations.<\/span><\/i><\/p>\n

\u00ab Toute l’\u00e9quipe de www.francetelecom.fr vous souhaite une bonne ann\u00e9e 2008.<\/span><\/i><\/p>\n

\u00ab Merci de votre confiance,<\/span><\/i><\/p>\n

\u00ab Florence \u00bb<\/span><\/i><\/p>\n

Qu\u2019es-tu devenue, Florence ???<\/span><\/p>\n

Que conclure, sinon que la privatisation des administrations de r\u00e9sout rien et que d\u2019ailleurs, dans certains cas, l\u2019administration est exemplaire l\u00e0 o\u00f9 les soci\u00e9t\u00e9s priv\u00e9es ne le sont pas.<\/span><\/p>\n

Il n\u2019y a pas si longtemps, il \u00e9tait de bon ton de se moquer de ces \u00ab\u00a0diplodocus\u00a0\u00bb<\/i> qui appelaient encore \u00ab\u00a0usagers\u00a0\u00bb<\/i> leurs clients : mais je connais aujourd\u2019hui bien des clients qui aimeraient \u00eatre trait\u00e9s comme des \u2026 \u00ab\u00a0usagers\u00a0\u00bb<\/i> !<\/span><\/p>\n

Moi le premier.<\/span><\/p>\n

* Voir note du 25 Mai 2007. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Vous vous en doutez, l\u2019une est satisfaisante, l\u2019autre d\u00e9plorable \u2026 Plus amusant, l\u2019une concerne une administration et l\u2019autre une ancienne administration, aujourd\u2019hui devenue soci\u00e9t\u00e9 priv\u00e9e \u2026 Et les tenants du lib\u00e9ralisme souriront en esp\u00e9rant lire dans ce double exemple comment le passage au secteur priv\u00e9…<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true},"categories":[143],"tags":[],"yoast_head":"\nDeux exp\u00e9riences de relations clients - Marketing is Dead<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/consumerinsight.eu\/marketingisdead\/deux-experiences-de-relations-clients\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Deux exp\u00e9riences de relations clients - 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S\u2019interrogent \u2026 et m\u2019interrogent sur l\u2019opportunit\u00e9 \"d\u2019humaniser l'\u00e9metteur pour recr\u00e9er\u2026","rel":"","context":"Dans "Articles, publications"","img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":25800,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/netto-nous-prend-pour-des-anes\/","url_meta":{"origin":24723,"position":4},"title":"Netto nous prend pour des \u00e2nes.","date":"15 octobre 2018","format":"gallery","excerpt":"Connaissez Netto ? C\u2019est une enseigne de hard-discount alimentaire du groupement Les Mousquetaires \u2026 bref, le groupe Intermarch\u00e9 pour faire plus simple. Cela signifie que mois cher qu\u2019Intermarch\u00e9, c\u2019est possible \u2026 sinon pourquoi avoir cr\u00e9\u00e9 au sein de son groupe, une enseigne de hard-discount\u00a0? CQFD\u00a0! Depuis plusieurs ann\u00e9es, un Netto\u2026","rel":"","context":"Dans "Coups de gueule"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2018\/10\/Ane.jpg?fit=320%2C212&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":25315,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/humain-assez-humain\/","url_meta":{"origin":24723,"position":5},"title":"Humain, pas assez ou trop humain\u00a0?","date":"27 janvier 2017","format":"gallery","excerpt":"Les d\u00e9bats ont \u00e9t\u00e9 passionnants et passionn\u00e9s aux Sommets du Digital de La Clusaz sur la th\u00e9matique de l\u2019intelligence artificielle. Th\u00e8me\u00a0: AI et robotique vont d\u00e9truire 50% de nos jobs dans les ann\u00e9es \u00e0 venir, notamment dans le domaine m\u00e9dical\u00a0: mais Watson (du nom de l\u2019AI d\u2019IBM) saura-t-il montrer suffisamment\u2026","rel":"","context":"Dans "C\u2019est d\u00e9j\u00e0 demain"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/01\/AI.jpg?fit=640%2C427&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]}],"_links":{"self":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/24723"}],"collection":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/comments?post=24723"}],"version-history":[{"count":0,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/24723\/revisions"}],"wp:attachment":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/media?parent=24723"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/categories?post=24723"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/tags?post=24723"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}