![\"\"](\"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/03\/Ski.jpg?resize=300%2C225\")
<\/a>Le 9 f\u00e9vrier, la t\u00e9l\u00e9cabine de Montalbert tombe en panne juste apr\u00e8s 9 heures, elle ne red\u00e9marrera qu\u2019\u00e0 midi\u00a0: on ne peut rien contre la fatalit\u00e9, par contre on peut savoir \u2013 ou pas \u2013 g\u00e9rer les crises\u00a0; et en l\u2019occurrence, savoir g\u00e9rer signifie pr\u00e9voir + communiquer.<\/p>\nCommuniquer.<\/p>\n
Montalbert se situe tout au bas des pistes\u00a0: quand on est coinc\u00e9 l\u00e0, on est vraiment coinc\u00e9, aucun \u00e9chappatoire. Le Centre Jean Franco se situe un peu plus haut\u00a0: il dispose d\u2019un point de vente de forfaits \u2013 et en vend m\u00eame beaucoup\u00a0; les skieurs qui y sont h\u00e9berg\u00e9s doivent descendre jusqu\u2019\u00e0 la t\u00e9l\u00e9cabine par une piste pour ensuite rejoindre le reste du domaine skiable.<\/p>\n
Il y a un point de vente de forfaits \u2026 mais SAP, qui g\u00e8re tout le domaine, ne voit pas l\u2019int\u00e9r\u00eat de pr\u00e9venir Jean Franco qui continue \u00e0 vendre des forfaits pour la matin\u00e9e\u00a0! Et bien \u00e9videmment ne peut informer ses vacanciers de la situation, alors qu\u2019ils auraient pu se d\u00e9brouiller pour rejoindre un autre t\u00e9l\u00e9ski par la route.<\/p>\n
Quand on demande aux employ\u00e9s de SAP sur le site quelle est la cause de la panne, les r\u00e9ponses les plus farfelus fusent\u00a0: un touriste anglais aurait coinc\u00e9 le syst\u00e8me avec une cart\u00e9 p\u00e9rim\u00e9e\u00a0! En fait, jamais personne ne sera capable, m\u00eame le lendemain, d\u2019informer les usagers \u2013 pardon, les cochons de payants\u00a0! Transparence \u2026<\/p>\n
Pr\u00e9voir.<\/p>\n
A Montalbert, on r\u00e9quisitionne les bus disponibles pour convoyer les vacanciers vers un autre d\u00e9part de piste\u00a0: sur l\u2019int\u00e9gralit\u00e9 du domaine de Paradiski, ils r\u00e9ussiront \u00e0 trouver \u2026 4 bus\u00a0! Ridicule\u00a0! Les premiers skieurs s\u2019entassent dans les 4 bus \u2026 les autres attendront 1 heure de bonus\u00a0!<\/p>\n
Communiquer apr\u00e8s \u2026 et se moquer tr\u00e8s ouvertement du client.<\/p>\n
Le soir, le service de vente pr\u00e8s de la t\u00e9l\u00e9cabine informe les skieurs qui en font la demande que les forfaits \u00e0 la matin\u00e9e seront rembours\u00e9s\u00a0; les autres \u2026 rien\u00a0! Bien \u00e9videmment, personne n\u2019en informe la vente du centre Jean Franco. Il y a un site o\u00f9 l\u2019on peut r\u00e9clamer, ce que je fais.<\/p>\n
R\u00e9clamation pos\u00e9e le 12 f\u00e9vrier, r\u00e9ponse le \u2026 25\u00a0!<\/p>\n
2 semaines pour une r\u00e9ponse st\u00e9r\u00e9otyp\u00e9e\u00a0: \u00ab\u00a0Votre r\u00e9clamation saisie en ligne le 12 f\u00e9vrier dernier nous est bien parvenue. Ce jour-l\u00e0, nous avons connu une panne sur la t\u00e9l\u00e9cabine de Montalbert jusqu’\u00e0 12h. Ce type d\u2019incident, peu fr\u00e9quent, est malheureusement compl\u00e8tement ind\u00e9pendant de notre volont\u00e9. Nous regrettons les d\u00e9sagr\u00e9ments qui vous ont \u00e9t\u00e9 caus\u00e9s. Nous tenons \u00e0 vous informer que notre service technique, compos\u00e9 d\u2019une cinquantaine de personnes employ\u00e9es toute l\u2019ann\u00e9e, veille \u00e0 l\u2019entretien et \u00e0 la maintenance de notre parc de remont\u00e9es m\u00e9caniques. Cela n\u2019exclut pas, et nous le d\u00e9plorons, le risque de panne pendant l\u2019hiver\u00a0\u00bb.<\/em><\/p>\nCirculez, il n\u2019y a rien \u00e0 voir\u00a0!<\/p>\n
Je r\u00e9ponds imm\u00e9diatement\u00a0: \u00ab\u00a0Vous ne r\u00e9pondez pas \u00e0 ma demande. Vous avez n\u00e9glig\u00e9 de pr\u00e9venir la vente de Jean Franco, et nous nous sommes trouv\u00e9s coinc\u00e9s par votre faute \u00e0 la t\u00e9l\u00e9cabine de Montalbert, alors que nous aurions pu rejoindre la Roche en voiture. Nous avons donc perdu \u00bd journ\u00e9e de par votre faute, soit pour deux forfaits : 418\/6\/2 = 35 euros, que vous devez nous rembourser puisque vous avez rembours\u00e9 les forfaits \u00e0 la matin\u00e9e\u00a0\u00bb.<\/em><\/p>\nJ\u2019attends toujours la r\u00e9ponse\u00a0: mais pour une r\u00e9ponse moins st\u00e9r\u00e9otyp\u00e9e, \u00e7a doit prendre au moins deux \u00e0 trois mois.<\/p>\n
Remarquez bien qu\u2019ils regrettent<\/strong>\u00a0: pas qu\u2019ils s\u2019excusent<\/strong>\u00a0! En fait, \u00e0 aucun moment, pas plus en bas des pistes que par mail, ils ne daignent pr\u00e9senter la moindre excuse\u00a0!<\/p>\nC\u2019est juste du m\u00e9pris \u2026<\/p>\n","protected":false},"excerpt":{"rendered":"
La Plagne se situe au second rang des stations de ski fran\u00e7aises, juste derri\u00e8re Chamonix, en termes de chiffre d\u2019affaires \u2013 quant au domaine skiable de Paradiski r\u00e9unissant la Plagne et les Arcs, il caracole en t\u00eate, avec bon nombre de touristes \u00e9trangers apport\u00e9s par…<\/p>\n","protected":false},"author":2,"featured_media":25346,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"gallery","meta":{"spay_email":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true},"categories":[154],"tags":[191],"yoast_head":"\n
Le client, quand on est leader \u2026 on s\u2019en fout\u00a0! - 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=\"http:\/\/consumerinsight.eu\/marketingisdead\/client-on-leader-on-sen-fout\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Le client, quand on est leader \u2026 on s\u2019en fout\u00a0! - Marketing is Dead\" \/>\n<meta property=\"og:description\" content=\"La Plagne se situe au second rang des stations de ski fran\u00e7aises, juste derri\u00e8re Chamonix, en termes de chiffre d\u2019affaires \u2013 quant au domaine skiable de Paradiski r\u00e9unissant la Plagne et les Arcs, il caracole en t\u00eate, avec bon nombre de touristes \u00e9trangers apport\u00e9s par...\" \/>\n<meta property=\"og:url\" content=\"http:\/\/consumerinsight.eu\/marketingisdead\/client-on-leader-on-sen-fout\/\" \/>\n<meta property=\"og:site_name\" content=\"Marketing is Dead\" \/>\n<meta property=\"article:published_time\" content=\"2017-03-09T15:05:34+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-03-09T15:31:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/03\/Ski.jpg?fit=640%2C480\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"480\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"FLaurent\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebSite\",\"@id\":\"http:\/\/consumerinsight.eu\/marketingisdead\/#website\",\"url\":\"http:\/\/consumerinsight.eu\/marketingisdead\/\",\"name\":\"Marketing is Dead\",\"description\":\"Le marketing est mort, vive le marketing\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"http:\/\/consumerinsight.eu\/marketingisdead\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"fr-FR\"},{\"@type\":\"ImageObject\",\"@id\":\"http:\/\/consumerinsight.eu\/marketingisdead\/client-on-leader-on-sen-fout\/#primaryimage\",\"inLanguage\":\"fr-FR\",\"url\":\"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/03\/Ski.jpg?fit=640%2C480&ssl=1\",\"contentUrl\":\"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/03\/Ski.jpg?fit=640%2C480&ssl=1\",\"width\":640,\"height\":480},{\"@type\":\"WebPage\",\"@id\":\"http:\/\/consumerinsight.eu\/marketingisdead\/client-on-leader-on-sen-fout\/#webpage\",\"url\":\"http:\/\/consumerinsight.eu\/marketingisdead\/client-on-leader-on-sen-fout\/\",\"name\":\"Le client, quand on est leader \u2026 on s\u2019en fout\u00a0! 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Par contre la\u2026","rel":"","context":"Dans "Coups de gueule"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/03\/Ski.jpg?fit=640%2C480&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":26673,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/ce-nest-pas-que-le-dernier-kilometre-qui-peche\/","url_meta":{"origin":25345,"position":1},"title":"Ce n\u2019est pas que le dernier kilom\u00e8tre qui p\u00e8che\u00a0!","date":"7 juin 2023","format":"gallery","excerpt":"On dit souvent que ce qui p\u00eache le plus dans la vente en ligne, c\u2019est le dernier kilom\u00e8tre \u2026 avec GLS France, c\u2019est un peu plus\u00a0! En fait, c\u2019est tout le service clients qui est \u00e0 revoir. Je commande sur le site ManoMano des piquets de fixation\u00a0: le colis est\u2026","rel":"","context":"Dans "Coups de gueule"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2023\/06\/605446-illustrations-inspirees-livres-pour-enfants.jpg?fit=563%2C583&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":26372,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/a-louest-et-partout-ailleurs-toujours-rien-de-nouveau-1\/","url_meta":{"origin":25345,"position":2},"title":"\u00c0 l\u2019ouest, et partout ailleurs, toujours rien de nouveau #1","date":"22 mars 2021","format":"gallery","excerpt":"1er \u00e9pisode de ma contribution\u00a0\u00e0 L\u2019Horrificque Disputatio, ouvrage collectif des Mardis du Luxembourg. \u00ab\u00a0Nous sommes en guerre\u00a0\u00bb\u00a0; \u00ab\u00a0Nous faisons la guerre parce qu\u2019on nous l\u2019a impos\u00e9e\u00a0\u00bb\u00a0: des d\u00e9clarations qui semble dater d\u2019un autre temps, et dans un autre monde \u2026 et pourtant \u00e7a nous pend toujours au nez, comme des\u2026","rel":"","context":"Dans "Mardis du Luxembourg"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2021\/03\/P1500771.jpg?fit=640%2C427&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":25729,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/startup-mode-demploi\/","url_meta":{"origin":25345,"position":3},"title":"Startup, Mode d’emploi","date":"29 avril 2018","format":"gallery","excerpt":"La collection des 100 pages, \u00e7a suffit des \u00e9ditions Kawa vient de s\u2019enrichir de l\u2019ouvrage de Laurence Leseur\u00a0: Startup, Mode d'emploi, ouvrage dont j\u2019ai eu le plaisir de r\u00e9diger la pr\u00e9face qui suit. Notez dans vos tablettes viendra parler \u00ab\u00a0startups\u00a0\u00bb le 18 Septembre \u00e0 l\u2019Adetem lors d\u2019une r\u00e9union du Club\u2026","rel":"","context":"Dans "Livres"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2018\/04\/Laurence-Leseur.jpg?fit=1200%2C900&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":25554,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/exploiter-intelligemment-reseaux-sociaux\/","url_meta":{"origin":25345,"position":4},"title":"Exploiter intelligemment les r\u00e9seaux sociaux","date":"9 novembre 2017","format":"gallery","excerpt":"Lors de la r\u00e9daction des Grands principes du marketing de l'assurance, Marie Huyghues-Beaufond, Christian Parmentier et Alexandre Rispal ont sollicit\u00e9 mon avis, que je reporte ici\u00a0; pour les 400 autres pages auxquelles je n\u2019ai pas contribu\u00e9, vous pouvez acheter l\u2019ouvrage. Exploiter intelligemment les r\u00e9seaux sociaux En une quinzaine d\u2019ann\u00e9es, Internet\u2026","rel":"","context":"Dans "Livres"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/11\/P1500777.jpg?fit=562%2C480&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":25508,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/vraies-fausses-innovations\/","url_meta":{"origin":25345,"position":5},"title":"Vraies et fausses innovations","date":"9 octobre 2017","format":"gallery","excerpt":"Le Bulletin de l'Ilec de Juillet portait sur le th\u00e8me \u00ab\u00a0Temps \u00e9conomique, temps de l'innovation\u00a0\u00bb\u00a0; entretien avec Jean Watin-Augouard. Bulletin de l'Ilec\u00a0: Une marque forte permet-elle de ma\u00eetriser l\u2019opportunit\u00e9 et le calendrier de l\u2019innovation ? Plut\u00f4t en g\u00e9n\u00e9ral, par la capacit\u00e9 \u00e0 r\u00e9sister \u00e0 la course \u00e0 l\u2019innovation \u00e0 tout\u2026","rel":"","context":"Dans "Entretiens"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2017\/10\/01-Colombo-47-Sri-Ponnambala-Vanesvara.jpg?fit=1024%2C683&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]}],"_links":{"self":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/25345"}],"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\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/comments?post=25345"}],"version-history":[{"count":3,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/25345\/revisions"}],"predecessor-version":[{"id":25350,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/25345\/revisions\/25350"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/media\/25346"}],"wp:attachment":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/media?parent=25345"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/categories?post=25345"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/tags?post=25345"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
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<\/a>Le 9 f\u00e9vrier, la t\u00e9l\u00e9cabine de Montalbert tombe en panne juste apr\u00e8s 9 heures, elle ne red\u00e9marrera qu\u2019\u00e0 midi\u00a0: on ne peut rien contre la fatalit\u00e9, par contre on peut savoir \u2013 ou pas \u2013 g\u00e9rer les crises\u00a0; et en l\u2019occurrence, savoir g\u00e9rer signifie pr\u00e9voir + communiquer.<\/p>\n