L`analyse de la valeur pour l`expérience client

1
L
’
analyse de la valeur pour
l
’
exp
é
rience client
Daniel Blanchette
Le 16 novembre 2010
UNE AFFAIRE DE RELATION CLIENT
442, de Brion, Boucherville, Qc. J4B 6G5
T
é
l
é
phone : (514) 705
-
8882
[e-mail]
www.dbcom.ca

2
L'
é
conomie de l'exp
é
rience,
un nouveau cadre de r
é
f
é
rence strat
é
gique
"Work is Theatre & Every Business a Stage"
(Pine et Gilmore)

3
Des organisations avec une offre exp
é
rientielle
Disney
Cirque du Soleil
Apple iPod+iTune+iPad
ING Direct
SouthWest Airlines
Google
FaceBook

4
L'exp
é
rience du caf
é
(Adapt
é
de Pine and Gilmore)
Produit de base
Produit
Service
Exp
é
rience
1.00$
2.00$
3.00$
4.00$
5.00$

5
Le nouveau cadre de r
é
f
é
rence
Distinctions
é
conomique
Economic Offering
Goods
Services
Experience
Economy
Industrial
Service
Experience
Economic
function
Make
Deliver
Stage
Nature of offering
Tangible
Intangible
Memorable
Key attribute
Standardized
Customized
Personal
Method of supply
Inventoried after
p
roduction
Delivered on
demand
Revealed over a
duration
Seller
Manufacturer
Provider
Stager
Buyer
User
Client
Guest
Factors of demand
Features
Benefits
Sensations
Pine et Gilmore, The Experience Economy 1999