{"id":25388,"date":"2022-11-08T16:11:31","date_gmt":"2022-11-08T21:11:31","guid":{"rendered":"https:\/\/dev-gordon-food-service-canada.pantheonsite.io\/ideas\/connect-to-the-customer-experience\/"},"modified":"2025-07-01T09:55:50","modified_gmt":"2025-07-01T13:55:50","slug":"se-connecter-lexperience-du-client","status":"publish","type":"post","link":"https:\/\/gfs.ca\/fr-ca\/ideas\/connect-to-the-customer-experience\/","title":{"rendered":"Se connecter \u00e0 l\u2019exp\u00e9rience du client"},"content":{"rendered":"<h2>La tourn\u00e9e des tendances culinaires \u00e0 Chicago montre que les clients remarquent bien plus d\u2019un restaurant que la nourriture et les saveurs.<\/h2>\n<p>De nos jours, les clients doivent payer plus cher dans les restaurants; ils s\u2019attendent donc \u00e0 plus. Pour les satisfaire, on peut notamment porter attention \u00e0 l\u2019exp\u00e9rience autour du repas.<\/p>\n<ul>\n<li><strong>Fait :<\/strong> Les co\u00fbts des aliments et les prix au restaurant sont plus \u00e9lev\u00e9s.<\/li>\n<li><strong>Fait :<\/strong> La main-d\u2019\u0153uvre est rare et le taux de roulement est \u00e9lev\u00e9.<\/li>\n<li><strong>Fait :<\/strong> Les clients savent lorsque la qualit\u00e9 diminue.<\/li>\n<\/ul>\n<p>Les prix et la main-d\u2019\u0153uvre changent sans pr\u00e9avis. Mais la qualit\u00e9 est un facteur que les restaurateurs peuvent contr\u00f4ler.<\/p>\n<p>Qu\u2019est-ce qui rend une exp\u00e9rience au restaurant agr\u00e9able? Pour le savoir, il suffit de visiter d\u2019autres restaurants, en tant que client. Lors d\u2019une r\u00e9cente tourn\u00e9e des tendances culinaires \u00e0 Chicago, les experts de Service alimentaire Gordon\u00ae ont port\u00e9 attention \u00e0 leur environnement, en plus de d\u00e9guster toutes sortes de cr\u00e9ations. Leurs observations montrent l\u2019importance de l\u2019exp\u00e9rience globale du client.<\/p>\n<h3>La premi\u00e8re impression compte<\/h3>\n<p>\u00abJe peux vous montrer une photo de la nourriture, mais cela ne rend pas compte de ce que j\u2019ai v\u00e9cu sur place\u00bb, a d\u00e9clar\u00e9 le chef corporatif consultant Nicholas Gonring. \u00abUne belle image sur votre page web peut attirer les gens, mais c\u2019est l\u2019ensemble de leur exp\u00e9rience qui les fera revenir.\u00bb<\/p>\n<p>Selon Eric Schamp, sp\u00e9cialiste des solutions d\u2019affaires, les relations avec les clients commencent souvent en ligne. L\u2019exp\u00e9rience doit \u00eatre agr\u00e9able d\u00e8s le d\u00e9part.<img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/gfs.ca\/wp-content\/uploads\/2022\/11\/Trends-tour-graphic_0.jpg\" alt=\"This image has an empty alt attribute; its file name is Trends-tour-graphic_0.jpg\"><\/p>\n<p>\u00abLorsqu\u2019un client potentiel cherche sur Google \"restaurants pr\u00e8s de chez moi\" et que votre page appara\u00eet, \u00e0 quoi ressemble-t-elle? Est-elle \u00e0 jour et repr\u00e9sentative?\u00bb a-t-il demand\u00e9. \u00abEt lorsque le client vous appelle, parle-t-il avec un humain amical ou \u00e0 un syst\u00e8me t\u00e9l\u00e9phonique automatis\u00e9? Dans le cas du syst\u00e8me, est-il facile \u00e0 utiliser?\u00bb<\/p>\n<p>De la premi\u00e8re impression \u00e0 la fin du service du repas, les restaurateurs doivent mettre en place certains processus. Selon leur exp\u00e9rience \u00e0 Chicago, Nicholas Gonring et Eric Schamp ont formul\u00e9 des observations et des recommandations ciblant trois aspects distincts.<\/p>\n<h3>1. Marquer l\u2019entr\u00e9e de vos convives<\/h3>\n<p>L\u2019entr\u00e9e du client dans votre restaurant est le moment de lui montrer votre hospitalit\u00e9, qu\u2019il vienne pour un repas \u00e0 emporter ou pour manger sur place. Un accueil chaleureux permet aux nouveaux clients de se sentir les bienvenus et aux habitu\u00e9s de se sentir reconnus.<\/p>\n<p>Au-del\u00e0 du r\u00f4le de l\u2019h\u00f4te, les clients remarqueront d\u2019abord ce qu\u2019ils voient : la couleur des murs, le design, le mobilier et la disposition des tables.<\/p>\n<p>Avant de manger, certains clients font un passage rapide aux toilettes. Il ne faut donc pas n\u00e9gliger cette pi\u00e8ce. \u00abSi les toilettes sont sales, les gens vont se demander \u00e0 quoi ressemble la cuisine\u00bb, a not\u00e9 Eric Schamp.<\/p>\n<p>Chez Bloom, un restaurant v\u00e9g\u00e9talien de la tourn\u00e9e, de la musique est diffus\u00e9e dans les toilettes, qui sont d\u00e9cor\u00e9es de papier peint repr\u00e9sentant des fruits et des l\u00e9gumes. Les murs de la salle \u00e0 manger sont tapiss\u00e9s de plantes vivantes sur des supports pour agr\u00e9menter l\u2019ambiance.<\/p>\n<h3>2. Mettre la nourriture en valeur<\/h3>\n<p>Le menu est la vedette du spectacle, alors rendez-le attrayant. La description des aliments, comme leur origine, saveur et pr\u00e9paration, suscite l\u2019int\u00e9r\u00eat pour les plats. Une pr\u00e9sentation all\u00e9chante des aliments am\u00e9liore \u00e9galement l\u2019exp\u00e9rience.<\/p>\n<p>Au restaurant grec de la tourn\u00e9e, chez Lyra, les autres clients se sont retourn\u00e9s au passage des serveurs.<\/p>\n<p>\u00abIls ont apport\u00e9 de l\u2019agneau et l\u2019ont d\u00e9coup\u00e9 sur la table. Ce genre de d\u00e9tail implique directement le client dans l\u2019exp\u00e9rience culinaire\u00bb, a d\u00e9clar\u00e9 Eric Schamp. \u00abIls ont apport\u00e9 des c\u00f4telettes de porc gr\u00e9sillantes sur un grand plateau en bois, \u00e0 la mani\u00e8re de fajitas. En voyant \u00e7a, on se dit : \"Je dois revenir ici et les commander, parce qu\u2019elles ont l\u2019air d\u00e9licieuses.\" Le fait d\u2019impressionner les clients contribue \u00e0 l\u2019exp\u00e9rience de l\u2019\u00e9tablissement.\u00bb<\/p>\n<h3>3. Remarquer les extras<\/h3>\n<p>Les clients mangent avec leurs yeux, mais chaque sens fait partie de l\u2019\u00e9quation. Bar avec, un bar d\u00e9contract\u00e9 sur un toit, offre une vue fabuleuse et de l\u2019air frais. Cependant, toute exp\u00e9rience en plein air s\u2019accompagne d\u2019un risque li\u00e9 aux conditions m\u00e9t\u00e9orologiques et \u00e0 certains ind\u00e9sirables, dont les restaurateurs doivent tenir compte.<\/p>\n<p>Les odeurs, la temp\u00e9rature et le niveau de bruit influencent eux aussi l\u2019exp\u00e9rience.<\/p>\n<p>Lorsque Nicholas Gonring se rend dans un restaurant, il v\u00e9rifie le niveau sonore \u00e0 l\u2019aide d\u2019un sonom\u00e8tre et porte \u00e9galement attention \u00e0 la musique diffus\u00e9e. Chez Lyra, il a constat\u00e9 que la musique fait partie int\u00e9grante de l\u2019exp\u00e9rience.<\/p>\n<p>\u00abLa musique laisse une impression durable. \u00c0 la fin de la visite, le personnel distribue m\u00eame une petite carte avec un code QR menant \u00e0 leur liste de lecture Spotify\u00bb, a-t-il expliqu\u00e9. \u00abLeur message est le suivant : \"Emportez Lyra avec vous\". Ce d\u00e9tail pourrait bien vous inciter \u00e0 y retourner.\u00bb<\/p>","protected":false},"excerpt":{"rendered":"<p>A Chicago Culinary Trends Tour shows restaurant guests notice much more than food and flavour. Today\u2019s restaurant customers are paying more, so they expect more. One way to keep them satisfied is by paying attention to the guest experience. Fact: Food costs and menu prices are higher. Fact: Labour is in short supply and turnover [&hellip;]<\/p>\n","protected":false},"author":19,"featured_media":26674,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[122,68,123,112,69],"tags":[],"class_list":["post-25388","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-catering-small-business","category-culinary-ideas","category-hotels-hospitality","category-restaurant-bars","category-running-your-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Connect to the customer experience | Gordon Food Service<\/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:\/\/gfs.ca\/fr-ca\/ideas\/se-connecter-lexperience-du-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Connect to the customer experience\" \/>\n<meta property=\"og:description\" content=\"A Chicago Culinary Trends Tour shows restaurant guests notice much more than food and flavour. Today\u2019s restaurant customers are paying more, so they expect more. One way to keep them satisfied is by paying attention to the guest experience. Fact: Food costs and menu prices are higher. Fact: Labour is in short supply and turnover [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/gfs.ca\/fr-ca\/ideas\/se-connecter-lexperience-du-client\/\" \/>\n<meta property=\"og:site_name\" content=\"Gordon Food Service\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/GordonFoodService\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-11-08T21:11:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-01T13:55:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/gfs.ca\/wp-content\/uploads\/2023\/01\/Trends-Tour-760x400_0.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"760\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Cody Rivers\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cody.rivers@gfs.com\" \/>\n<meta name=\"twitter:site\" content=\"@GFSDelivers\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Cody Rivers\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimation du temps de lecture\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Connect to the customer experience | Gordon Food Service","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/gfs.ca\/fr-ca\/ideas\/se-connecter-lexperience-du-client\/","og_locale":"fr_CA","og_type":"article","og_title":"Connect to the customer experience","og_description":"A Chicago Culinary Trends Tour shows restaurant guests notice much more than food and flavour. 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