{"id":26673,"date":"2023-06-07T13:34:05","date_gmt":"2023-06-07T13:34:05","guid":{"rendered":"http:\/\/consumerinsight.eu\/marketingisdead\/?p=26673"},"modified":"2023-06-07T13:34:42","modified_gmt":"2023-06-07T13:34:42","slug":"ce-nest-pas-que-le-dernier-kilometre-qui-peche","status":"publish","type":"post","link":"https:\/\/consumerinsight.eu\/marketingisdead\/ce-nest-pas-que-le-dernier-kilometre-qui-peche\/","title":{"rendered":"Ce n\u2019est pas que le dernier kilom\u00e8tre qui p\u00e8che\u00a0!"},"content":{"rendered":"\n

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 ! En fait, c\u2019est tout le service clients qui est \u00e0 revoir.<\/p>\n\n\n\n

\"\"<\/a><\/figure><\/div>\n\n\n\n

Je commande sur le site ManoMano<\/a> des piquets de fixation : le colis est remis \u00e0 GLS le 30 Mai, il arrive \u00e0 l\u2019agence de Vitry le 2 Juin pour livraison dans un point relai pr\u00e8s de chez moi.<\/p>\n\n\n\n

Le 3, n\u2019ayant pas re\u00e7u la moindre notification, je regarde sur le site de GLS et d\u00e9couvre que mon \u2026 \u00ab colis a \u00e9t\u00e9 renvoy\u00e9 \u00e0 l\u00b4exp\u00e9diteur \u00bb<\/em> ! Je remplis donc un formulaire de contact, mais sans r\u00e9ponse, le lundi 5, je t\u00e9l\u00e9phone \u2026 et c\u2019est l\u00e0 que \u00e7a devient SURREALISTE \u2026 enfin, je ne devrais pas employer le terme, Andr\u00e9 Breton se retournerait dans sa tombe !<\/p>\n\n\n\n

On me r\u00e9pond que mon colis a \u00e9t\u00e9 refus\u00e9 par un certain \u00ab Monsieur Cohen \u00bb<\/em> ! je demande qui c\u2019est, mais l\u00e0, c\u2019est un blanc : \u00ab Faudrait demander au chauffeur \u00bb<\/em> \u2026 allons donc !<\/p>\n\n\n\n

Je re\u00e7ois entre-temps la r\u00e9ponse au formulaire de contact : \u00ab Apr\u00e8s v\u00e9rification, votre colis est en cours de retour vers son exp\u00e9diteur. J’en suis navr\u00e9e \u00bb<\/em>. Comme r\u00e9ponse \u00e0 ma question : \u00ab Pourquoi mon colis a \u00e9t\u00e9 renvoy\u00e9 \u00e0 l\u2019exp\u00e9diteur \u00bb<\/em>, c\u2019est gratin\u00e9 !<\/p>\n\n\n\n

Je m\u2019\u00e9nerve et r\u00e9pond : \u00ab Par contre, vous devez quand m\u00eame pouvoir me dire qui est ce Monsieur Cohen et pourquoi le produit a \u00e9t\u00e9 refus\u00e9 : demandez au point relai ou au chauffeur, c\u2019est l\u00e0 que se situe le probl\u00e8me et c\u2019est bien SOUS VOTRE RESPONSABILITE que \u00e7a eut lieu \u00bb<\/em>.<\/p>\n\n\n\n

Le retour est tout aussi gratin\u00e9 : \u00ab J’en suis navr\u00e9e, je ne peux pas vous r\u00e9pondre plus favorablement, je n’ai pas les informations que vous demandez \u00bb<\/em> !<\/p>\n\n\n\n

\u00c7a, c\u2019est de la relation clients : on ne vous livre pas, on renvoie le colis \u00e0 l\u2019exp\u00e9diteur \u2026 et on ne peut pas vous dire pourquoi \u2026 circulez, il n\u2019y a rien \u00e0 voir.<\/p>\n\n\n\n

Le SAV t\u00e9l\u00e9phonique avait tent\u00e9 de mettre la faute sur le vendeur : c\u2019est lui qui a demand\u00e9 le retour ! Pourquoi donc : il avait d\u00e9j\u00e0 encaiss\u00e9 mon paiement par carte bancaire, il allait lui falloir rembourser ?<\/p>\n\n\n\n

Ce qu\u2019il me confirme par courriel tr\u00e8s poli et circonstanci\u00e9 : \u00ab Veuillez noter que nous, en tant que vendeur, n’avons en aucun cas demand\u00e9 le retour du colis au livreur. Toutes nos excuses pour la g\u00eane occasionn\u00e9e \u00bb<\/em>.<\/p>\n\n\n\n

Bref, entre un transporteur incapable de savoir ce qui s\u2019est pass\u00e9, et un vendeur qui d\u00e9taille sa r\u00e9ponse \u2026 qui croire ?<\/p>\n\n\n\n

Peut-\u00eatre la r\u00e9ponse se situe sur \u2026 Google Maps : le Relais Pickup est signal\u00e9 comme \u00ab D\u00e9finitivement ferm\u00e9 \u00bb<\/em> ; par contre sur le site de GLS, il appara\u00eet toujours op\u00e9rationnel.<\/p>\n\n\n\n

Posons la question au Directeur g\u00e9n\u00e9ral adjoint chez GLS France sur LinkedIn, peut-\u00eatre saura-t-il nous r\u00e9pondre ?<\/p>\n","protected":false},"excerpt":{"rendered":"

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 ! En fait, c\u2019est tout le service clients qui est \u00e0 revoir. Je commande sur le site ManoMano des piquets…<\/p>\n","protected":false},"author":2,"featured_media":26674,"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":[],"yoast_head":"\nCe n\u2019est pas que le dernier kilom\u00e8tre qui p\u00e8che\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=\"https:\/\/consumerinsight.eu\/marketingisdead\/ce-nest-pas-que-le-dernier-kilometre-qui-peche\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ce n\u2019est pas que le dernier kilom\u00e8tre qui p\u00e8che\u00a0! - Marketing is Dead\" \/>\n<meta property=\"og:description\" content=\"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 ! 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Yann Gourvennec\u00a0: Commen\u00e7ons par pr\u00e9ciser que ce terme de \u00ab\u00a0nouvelle Bible du marketing digital\u00a0\u00bb n\u2019est pas de notre fait. C\u2019est la phrase\u2026","rel":"","context":"Dans "Interviews"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2024\/03\/Yann.jpeg?fit=400%2C400&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":26354,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/respecter-ses-clients-ca-marche-aussi-en-b2b\/","url_meta":{"origin":26673,"position":4},"title":"Respecter ses clients, \u00e7a marche aussi en B2B","date":"8 f\u00e9vrier 2021","format":"gallery","excerpt":"Lundi matin, j\u2019ouvre ma boite aux lettres et tombent en cascade ces relances \u00e0 des mails auxquels je n\u2019ai pas r\u00e9pondu parce que je n\u2019\u00e9tais nullement int\u00e9ress\u00e9\u00a0: je parle de B2B, pas de spams pour les genouill\u00e8res miracles et autres remonte-escaliers\u00a0! De ces mails dont l\u2019objet commence par \u00ab\u00a0Re\u00a0: \u2026\u00a0\u00bb,\u2026","rel":"","context":"Dans "Un peu de bon sens"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2021\/02\/Chasse.jpeg?fit=555%2C370&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":24935,"url":"https:\/\/consumerinsight.eu\/marketingisdead\/fabrique-nous-un-dieu\/","url_meta":{"origin":26673,"position":5},"title":"Fabrique nous un dieu","date":"22 janvier 2016","format":false,"excerpt":"Ce n\u2019est pas la premi\u00e8re fois que j\u2019ouvre mes colonnes \u00e0 Georges Lewi (voir ici par exemple) \u00e0 l\u2019occasion de la sortie d\u2019un nouveau livre\u00a0: reconnaissons qu\u2019il est difficile de trouver plus prolixe, puisque son registre va des ouvrages marketing tr\u00e8s s\u00e9rieux \u00e0 la r\u00e9\u00e9criture de Flaubert ou de \u2026\u2026","rel":"","context":"Dans "Interviews"","img":{"alt_text":"","src":"https:\/\/i0.wp.com\/consumerinsight.eu\/marketingisdead\/wp-content\/uploads\/sites\/2\/2016\/01\/LEWI-Georges.jpg?fit=226%2C312&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]}],"_links":{"self":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/26673"}],"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=26673"}],"version-history":[{"count":1,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/26673\/revisions"}],"predecessor-version":[{"id":26675,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/posts\/26673\/revisions\/26675"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/media\/26674"}],"wp:attachment":[{"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/media?parent=26673"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/categories?post=26673"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/consumerinsight.eu\/marketingisdead\/wp-json\/wp\/v2\/tags?post=26673"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}