{"id":61754,"date":"2017-10-20T09:58:06","date_gmt":"2017-10-20T08:58:06","guid":{"rendered":"https:\/\/beta-site.mopinion.com\/nederlandse-loterij-ne-joue-pas-avec-lexperience-des-clients\/"},"modified":"2023-10-02T12:00:19","modified_gmt":"2023-10-02T11:00:19","slug":"customer-story-nederlandse-loterij-doesnt-gamble-with-customer-experience","status":"publish","type":"post","link":"https:\/\/mopinion.com\/fr\/customer-story-nederlandse-loterij-doesnt-gamble-with-customer-experience\/","title":{"rendered":"Nederlandse Loterij ne joue pas avec l\u2019exp\u00e9rience des clients"},"content":{"rendered":"

Nederlandse Loterij<\/a>, la loterie n\u00e9erlandaise connue, offre divers jeux de hasard formidables aux Pays-Bas, tels que Staatsloterij<\/a>, Lotto<\/a> et TOTO<\/a>. Ces jeux aident la Loterie n\u00e9erlandaise \u00e0 r\u00e9aliser sa principale ambition, \u00e0 savoir de fournir une contribution \u00e0 une Hollande plus heureuse et plus saine. Vous connaissez peut-\u00eatre aussi la Nederlandse Loterij comme l\u2019une des plus grands sponsors aux Pays-Bas supportant les sports n\u00e9erlandais avec pr\u00e8s de quarante millions d\u2019Euros chaque ann\u00e9e. <\/h4>\n
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<\/p>\n

Tandis que les jeux et les jeux de hasard constituent l\u2019expertise de la Nederlandse Loterij, il y a une chose avec laquelle elle ne joue pas et c\u2019est de fournir une bonne exp\u00e9rience de client.
\n
\nMaurice Meijers<\/strong>, Chef du Design & D\u00e9veloppement en ligne chez la Nederlandse Loterij nous en dit plus\u2026
\n
\n\u00ab\u00a0Bien que nous soyons toujours tr\u00e8s forts dans notre vente au d\u00e9tail, il est clair que tout le monde se tourne vers des canaux en ligne, notamment mobiles. Cela est l\u2019une des principales raisons pourquoi la Nederlandse Loterij a entrepris de r\u00e9aliser une exp\u00e9rience transparente sur le portable, notamment des applications natives. Cela constitue une bonne partie de notre strat\u00e9gie pour 2018.\u201d <\/em>
\n
Avec pr\u00e8s de 70% du trafic sur des canaux mobiles d\u00e9j\u00e0, la Nederlandse Loterij se sent certes contrainte \u00e0 s\u2019am\u00e9liorer m\u00eame plus en mati\u00e8re d\u2019exp\u00e9rience en ligne.
\n
\n\"Mopinion:
\n
\n\u201cTous les produits offerts par nous peuvent \u00eatre achet\u00e9s instantan\u00e9ment utilisant le portefeuille du client, ce qui rend la participation aux jeux vraiment facile pour nos joueurs. Cela nous permet aussi d\u2019envoyer des \u2018offres de chance\u2019 dont il est \u00e0 esp\u00e9rer qu\u2019ils feront sourire nos clients \u2013 notamment s\u2019ils gagnent.\u201d <\/em><\/p>\n

Le d\u00e9fi<\/h2>\n

Juste avant de travailler avec Mopinion, la Nederlandse Loterij s\u2019est rendue compte qu\u2019elle ne pouvait pas prendre toute d\u00e9cision \u00e0 elle seule, mais qu\u2019elle avait plut\u00f4t besoin de feedback des joueurs eux-m\u00eames. Ils croyaient que ce feedback les aiderait \u00e0 am\u00e9liorer leurs produits et l\u2019exp\u00e9rience en ligne.<\/p>\n

Ce que nous remarquions c\u2019est que nos canaux en ligne continuaient de cro\u00eetre en terme de popularit\u00e9, et c\u2019\u00e9tait aussi le cas pour le besoin de feedback.<\/p><\/blockquote>\n

En plus de cela, la Nederlandse Loterij avait besoin d\u2019une solution qui fonctionnerait bien avec leur parcours client, qui varie d\u2019un produit \u00e0 l\u2019autre. Meijers nous raconte, \u201cJouer dans la Staatsloterij (Loterie nationale) est tout \u00e0 fait diff\u00e9rent de TOTO, notre pari sportif. Cependant ils ont tous quelque chose en commun \u2013 ce sont des jeux jou\u00e9s par un grand nombre de nos clients. Souvent les joueurs utilisent leurs gains dans un jeu pour jouer un autre, par cons\u00e9quent nous devions \u00eatre s\u00fbrs que nous pourrions fournir un plaisir parfait \u00e0 travers tous nos sites web\u201d.<\/em>
\n
\n\"Mopinion:
\n
\nA la recherche de la solution qu\u2019il faut, la Nederlandse Loterij, avait vite fait de se trouver aux mains du logiciel d\u2019analyse de feedback, Mopinion.<\/p>\n

La Solution<\/h2>\n

\u201cNous utilisons maintenant Mopinion pendant un bon moment. Initialement, le logiciel \u00e9tait utilis\u00e9 surtout pour de simples formulaires de feedback et pour suivre de pr\u00e8s l\u2019utilisation. Cependant, nous en avons lentement \u00e9tendu l\u2019utilisation dans la mesure o\u00f9 le produit a \u00e9volu\u00e9 avec le temps.\u201d<\/em>
\n
\nMeijers explique que la Nederlandse Loterij appr\u00e9cie la capacit\u00e9 offerte par Mopinion pour configurer les formulaires de feedback de sorte qu\u2019ils apparaissent \u00e0 l\u2019usager seulement lorsqu\u2019il est pertinent. C\u2019\u00e9tait impossible avant qu\u2019ils ne travaillent avec Mopinion, selon lui. Par exemple, ils ciblent actuellement diff\u00e9rentes exp\u00e9riences de leurs clients, allant de visiteurs qui ont achev\u00e9 avec succ\u00e8s leur entonnoir de conversion de vente \u00e0 ceux qui sont sortis pendant certaines d\u00e9marches (cruciales). Ici ils incitent leurs visiteurs \u00e0 soumettre du feedback utilisant des formulaires de feedback relatif \u00e0 la sortie.
\n
\nLa Nederlandse Loterij analyse \u00e0 ce moment-l\u00e0 ces donn\u00e9es une fois par mois, o\u00f9 les questions de feedback collect\u00e9es sont utilis\u00e9es pour optimiser les diff\u00e9rents sites web. En outre, le tableau de bord est suivi de tr\u00e8s pr\u00e8s afin de pouvoir d\u00e9tecter de mani\u00e8re pr\u00e9coce les tendances.
\n
\n\u201cCe qui est aussi formidable au sujet de Mopinion c\u2019est sa facilit\u00e9 d\u2019utilisation, les capacit\u00e9s de lay-out client et le soutien fourni \u00e0 notre \u00e9quipe pendant le processus.\u201d<\/em><\/p>\n

Les R\u00e9sultats<\/h2>\n

\u201cMopinion a cr\u00e9\u00e9 une solution formidable qui nous permet d\u2019obtenir directement des informations et du feedback de nos visiteurs. Nous avons d\u00e9j\u00e0 collect\u00e9 bon nombre d\u2019informations en analysant nos donn\u00e9es, mais un endroit o\u00f9 les gens peuvent exprimer leur feedback de mani\u00e8re claire et simple est tr\u00e8s important.<\/em>
\n
\n\"Mopinion:
\n
\nLa Nederlandse Loterij prend tr\u00e8s aux s\u00e9rieux le feedback de ses clients. Par exemple, nous d\u00e9couvrions r\u00e9cemment que nos visiteurs rencontraient des probl\u00e8mes de connexion \u2013 Cela s\u2019appliquait uniquement \u00e0 un groupe particulier de personnes. C\u2019\u00e9taient des questions essentielles que nous avons pu rep\u00e9rer et r\u00e9soudre directement gr\u00e2ce \u00e0 Mopinion.\u201d<\/em>
\n
\nLa Nederlandse Loterij examine actuellement la possibilit\u00e9 de connecter leur feedback du client \u00e0 leur propre plate-forme CRM (Salesforce) afin de fournir des d\u00e9tails plus pr\u00e9cis \u00e0 notre service clients.<\/p>\n

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Essayez maintenant!<\/h3>\n\t\t\t\t\t\t\t

Vous souhaitez en savoir plus sur la plateforme de reporting et d'analyse de feedback Mopinion? N\u2019h\u00e9sitez pas \u00e0 essayer gratuitement notre logiciel. Si vous \u00eates \u00e0 la recherche d'un outil plus personnalis\u00e9, r\u00e9servez une d\u00e9mo. L'un de nos expert Mopinion vous orientera \u00e0 travers le logiciel et r\u00e9pondra \u00e0 toute question.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

\n\t\t\t\t\t\t
\n\t\t\t\t\t\t\tDemandez une D\u00e9mo<\/a>\n\t\t\t\t\t\t\tMise en route<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"

Nederlandse Loterij, la loterie n\u00e9erlandaise connue, offre divers jeux de hasard formidables aux Pays-Bas, tels que Staatsloterij, Lotto et TOTO. Ces jeux aident la Loterie n\u00e9erlandaise \u00e0 r\u00e9aliser sa principale ambition, \u00e0 savoir de fournir une contribution \u00e0 une Hollande plus heureuse et plus saine. Vous connaissez peut-\u00eatre aussi la Nederlandse Loterij comme l\u2019une des […]<\/p>\n","protected":false},"author":12,"featured_media":70150,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1893],"tags":[1757,1794,2018],"class_list":["post-61754","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retroaction-numerique","tag-customer-feedback-fr-2","tag-customer-stories-fr","tag-government-and-ngos-fr"],"acf":[],"yoast_head":"\nNederlandse Loterij ne joue pas avec l\u2019exp\u00e9rience des clients - Mopinion<\/title>\n<meta name=\"description\" content=\"Dans ce t\u00e9moignage client, Nederlandse Loterij explique comment le logiciel de Mopinion les a aid\u00e9s \u00e0 recueillir d'excellentes informations sur l'exp\u00e9rience client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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Gilliam Haije","image":{"@type":"ImageObject","inLanguage":"fr-FR","@id":"https:\/\/mopinion.com\/fr\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/27abd1a3faa3d929efd823855fd41832?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/27abd1a3faa3d929efd823855fd41832?s=96&d=mm&r=g","caption":"Erin Gilliam Haije"},"description":"Erin Gilliam Haije, was a Content Marketer at Mopinion, has a background in international business and digital marketing.","sameAs":["http:\/\/mopinion.com"],"url":"https:\/\/mopinion.com\/fr\/author\/erin-gilliam\/"}]}},"rttpg_featured_image_url":{"full":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover.jpg",1800,650,false],"landscape":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover.jpg",1800,650,false],"portraits":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover.jpg",1800,650,false],"thumbnail":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover-150x150.jpg",150,150,true],"medium":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover-300x108.jpg",300,108,true],"large":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover-1024x370.jpg",1024,370,true],"1536x1536":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover.jpg",1536,555,false],"2048x2048":["https:\/\/media.mopinion.com\/wp-content\/uploads\/2017\/10\/28110716\/nllot-cover.jpg",1800,650,false]},"rttpg_author":{"display_name":"Erin 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