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Retour d'expérience Fiche Tripadvisor OT Sarlat

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Utilisation et gestion de Tripadvisor pour évaluer la satisfaction client concernant les services de l'office de tourisme de Sarlat

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Retour d'expérience Fiche Tripadvisor OT Sarlat

  1. 1. Retour  d’expérience   Trip  Advisor   Club  Qualité  Aquitaine  
  2. 2. •  Créa0on  de  la  fiche  Trip  Advisor   •  Anima0on  de  l'équipe  pour  encourager  la   produc0on  d'avis  clients  sur  les  différents   services  de  l'OT   •  Ges0on  des  avis  postés     •  Communica0on  sur  l’u0lisa0on  de  Trip  Advisor   •  Sensibilisa0on  des  prestataires  
  3. 3. Créa6on  de  la  fiche   •  Premiers  avis  postés  en   septembre  2013     •  Revendica0on  de  la  fiche   par  l’OT   •  Mise  à  jour  de  la  fiche  :   photos,  coordonnées,   horaires  d’ouverture…  
  4. 4. Créa6on  de  la  fiche   Quelques  chiffres  
  5. 5. Créa6on  de  la  page   •  D’autres  fiches  existantes  sur   Sarlat,  créées  par  les  visiteurs  et   non  revendiquées  :   §  Sarlat  vue  du  ciel     (ascenseur  panoramique)   §  Marché  de  Sarlat   §  Vieux  Sarlat   §  Cathédrale  Saint  Sacerdos   §  Lanterne  des  morts  
  6. 6. Créa6on  de  la  page   •  Choix  de  conserver  une  seule  fiche  pour  tous  les   services  de  l’OT  :   §  Accueil   §  Visites  guidées   §  Service  récep0f…   Ø  Plus  facile  à  gérer  
  7. 7. Anima6on  de  l’équipe   Service  récep0f   •  Mail  de  retour  de  séjour  pour  inciter  les  clients  à   déposer  un  avis  
  8. 8. Anima6on  de  l’équipe   Accueil  et  visites  guidées   •  Incita0on  par  les  guides  à  déposer  un  avis  sur  Trip   Advisor  à  l’issue  de  la  visite  guidée   •  Lien  pour  déposer  un  avis  sur  les  0ckets  de  caisse   (aussi  0ckets  de  visite  guidée)  
  9. 9. Anima6on  de  l’équipe   •  Widget  inséré  dans  le   footer  du  site  internet  
  10. 10. Anima6on  de  l’équipe   Centrale  de  réserva0on   •  Mail  de  retour  de  séjour  par  la  centrale  de   réserva0on  pour  inciter  les  clients  à  déposer  un  avis   •  Envoi  automa0que  à  J+5   •  Plateforme  FranceCri0c  
  11. 11. Anima6on  de  l’équipe   Centrale  de  réserva0on  
  12. 12. Ges6on  de  la  fiche   •  Ges0on  et  anima0on  par  la  community  manager     •  No0fica0ons  envoyées  par  email  (Trip  Advisor)  à   l’équipe  Communica0on  à  chaque  avis  posté  :   Ø  Réac0vité     •  Rappel  envoyé  par  email  chaque  mois  (Google   Agenda)  pour  la  mise  à  jour  des  horaires  d’ouverture     Ø  Informa0ons  à  jour    
  13. 13. Ges6on  de  la  fiche   Réponses  aux  avis   •  Réponse  réac0ve  en  moyenne  dans  les  48  heures   aux  avis  mi0gés  et  néga0fs:   §  Remercier  le  client  pour  son  avis,  le  temps  qu’il  a  pris     §  Mise  en  avant  des  points  posi0fs   §  Se  montrer  à  l’écoute     §  Proposer  une  solu0on,  s’excuser  lorsque  nous  sommes  en  tort,  et   montrer  ce  qui  a  pu  être  fait     §  Montrer  que  l'établissement  en  sort  amélioré  et  que  le  problème   n'arrivera  plus   §  Ne  pas  parler  de  dédommagement  concédé  ou  en  proposer  en  ligne,   cela  déclencherait  une  avalanche  d'avis  néga0fs  
  14. 14. Ges6on  de  la  fiche   Réponses  aux  avis   •  Avis  posi0fs:     Pas  de  réponse  par  manque  de  temps,  le  nombre   d’avis  étant  rela0vement  important  
  15. 15. Communica6on  sur   l’u6lisa6on  de  Trip  Advisor   •  Chaque  mois,  envoi   d’un  récapitula0f  aux   administrateurs  et  à   l’équipe     •  Publica0on  du  même   récapitula0f  sur   l’espace  pro  
  16. 16. Sensibilisa6on     des  prestataires   •  Organisa0on  d’ateliers   «  Gérer  ses  avis  clients  »   dans  le  cadre  de  l’anima0on   numérique  de  territoire     •  Créa0on  de  fiche   personnalisée  par   établissement  pour  une   prise  de  conscience  

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