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\u00e9chelle<\/h2>\n<p>Aujourd&rsquo;hui, les clients attendent une attention et un accompagnement plus personnalis\u00e9s. Rien d&rsquo;\u00e9tonnant \u00e0 ce que la messagerie directe et conversationnelle ne cesse de progresser. Quand un client peut ouvrir une conversation et r\u00e9soudre un probl\u00e8me pr\u00e9cis sans quitter le fil de l&rsquo;\u00e9change, c&rsquo;est une CX r\u00e9fl\u00e9chie. Pour Bath &amp; Body Works Arabia, c&rsquo;est possible gr\u00e2ce \u00e0\u00a0<a href=\"https:\/\/emplifi.io\/products\/social-media-marketing\/community\">Emplifi Community<\/a>.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Notre mission est de transformer chaque interaction en une relation qui a du sens, au-del\u00e0 de la simple r\u00e9solution des demandes, pour vraiment comprendre et anticiper les besoins de nos clients. Cette approche cr\u00e9e un environnement o\u00f9 les clients se sentent \u00e9cout\u00e9s, valoris\u00e9s et impliqu\u00e9s, ce qui renforce la confiance et la fid\u00e9lit\u00e9.","quote_author":"Mahmoud Zammar","quote_author_description":"Charg\u00e9 de marketing, Bath & Body Works"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>Le passage \u00e0 une disponibilit\u00e9 \u00ab\u00a0permanente et partout\u00a0\u00bb, notamment sur les r\u00e9seaux sociaux,\u00a0a fait cro\u00eetre la communaut\u00e9 de Bath &amp; Body Works de 25\u00a0% en 2023.<\/p>\n<p>Leader du secteur des soins personnels, la marque a vu cet afflux comme une opportunit\u00e9 et a dot\u00e9 ses canaux sociaux d&rsquo;une strat\u00e9gie ax\u00e9e sur l&rsquo;efficacit\u00e9 du service client, avec \u00e0 la cl\u00e9 une r\u00e9duction de 38\u00a0% du temps de r\u00e9ponse entre 2022 et 2023 par rapport \u00e0 la p\u00e9riode pr\u00e9c\u00e9dente.<\/p>\n<h2>Leur solution\u00a0: placer l&rsquo;exp\u00e9rience client au c\u0153ur de tout<\/h2>\n<p>L&rsquo;engagement de Bath &amp; Body Works Arabia en faveur d&rsquo;une communication digitale rapide et utile est essentiel pour entretenir la relation client et fid\u00e9liser. Gr\u00e2ce \u00e0 des op\u00e9rations centralis\u00e9es et \u00e0 un acc\u00e8s efficace aux messages priv\u00e9s via l&rsquo;outil de community management d&rsquo;Emplifi, l&rsquo;\u00e9quipe veille \u00e0 ce qu&rsquo;aucune question, pr\u00e9occupation ou marque de reconnaissance ne reste sans r\u00e9ponse.<\/p>\n<p>En 2023, Mahmoud Zammar (Marketing Executive chez Bath &amp; Body Works Arabia) et son \u00e9quipe ont int\u00e9gr\u00e9 de mani\u00e8re strat\u00e9gique les mod\u00e8les de r\u00e9ponse d&rsquo;Emplifi \u00e0 leur approche du community management. Ce choix a nettement am\u00e9lior\u00e9 l&rsquo;efficacit\u00e9 de l&rsquo;\u00e9quipe, qui s&rsquo;est fix\u00e9 un objectif plus ambitieux\u00a0: r\u00e9pondre \u00e0 toutes les demandes clients en moins de sept heures. Ces outils s&rsquo;av\u00e8rent particuli\u00e8rement pr\u00e9cieux lors des pics d&rsquo;activit\u00e9, comme les campagnes de soldes et les f\u00eates, quand l&rsquo;activit\u00e9 des clients en ligne se concentre. Mahmoud Zammar souligne leur efficacit\u00e9 pendant le Ramadan, lorsque l&rsquo;\u00e9quipe travaille en horaires r\u00e9duits, et rappelle l&rsquo;importance de la rapidit\u00e9 et de l&rsquo;efficacit\u00e9.<\/p>\n<p>En parall\u00e8le, l&rsquo;outil Link in Bio d&rsquo;Emplifi a facilit\u00e9 la collaboration avec les influenceurs, entra\u00eenant une hausse de plus de 25\u00a0% des abonn\u00e9s sur les profils sociaux de la marque et contribuant \u00e0 l&rsquo;augmentation du trafic sur le site web.<\/p>\n<p>L&rsquo;int\u00e9gration fluide des canaux sociaux a encore renforc\u00e9 la visibilit\u00e9 en ligne de la marque, en phase avec la volont\u00e9 de Bath &amp; Body Works Arabia de prendre des d\u00e9cisions fond\u00e9es sur les donn\u00e9es, comme le montre sa strat\u00e9gie de contenu. L&rsquo;analyse r\u00e9guli\u00e8re des indicateurs de performance et la reproduction des campagnes r\u00e9ussies, comme ses Reels qui ont touch\u00e9 800\u00a0000 personnes sur le march\u00e9 saoudien, illustrent son engagement envers ses clients et la croissance de la marque. Cette approche, soutenue par la plateforme compl\u00e8te d&rsquo;Emplifi, a \u00e9t\u00e9 d\u00e9terminante dans son succ\u00e8s.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Pour Bath & Body Works, la transformation digitale \u00e9tait essentielle. Il ne s'agit pas seulement d'utiliser la technologie comme un outil\u00a0; il s'agit de parler le langage de notre \u00e9poque pour cr\u00e9er un lien profond avec nos clients. C'est l'alliance de la technologie et de la touche humaine qui d\u00e9finit notre exp\u00e9rience client.","quote_author":"Mahmoud Zammar","quote_author_description":"Charg\u00e9 de marketing, Bath & Body Works"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Leur r\u00e9ussite\u00a0: des conversations directes qui stimulent l&rsquo;intention d&rsquo;achat<\/h2>\n<p>Quand les conversations d\u00e9marrent dans un espace aussi familier et accessible que les r\u00e9seaux sociaux, une nouvelle opportunit\u00e9 appara\u00eet\u00a0: le r\u00e9engagement. Les agents peuvent non seulement offrir un excellent service apr\u00e8s-vente, mais aussi influencer la d\u00e9cision d&rsquo;achat. Bath &amp; Body Works Arabia mesure tout l&rsquo;int\u00e9r\u00eat de supprimer les frictions du parcours d&rsquo;achat\u00a0: les agents r\u00e9pondent aux questions, d\u00e9tectent l&rsquo;intention et proposent des recommandations personnalis\u00e9es dans un m\u00eame workflow.<\/p>\n<p>Les donn\u00e9es le confirment. Lorsqu&rsquo;un agent redirige un utilisateur vers un site e-commerce, ce parcours sans friction se traduit en moyenne par un taux de rebond plus faible et un meilleur CTR que les campagnes payantes. En 2023, Bath &amp; Body Works Arabia a enregistr\u00e9 un CTR moyen de 1,13\u00a0%, contre 0,77\u00a0% en moyenne pour les publicit\u00e9s Facebook dans la m\u00eame r\u00e9gion sur la m\u00eame p\u00e9riode, selon les donn\u00e9es d&rsquo;Emplifi.<\/p>\n<p>D\u00e9sormais, leurs agents disposent d&rsquo;un nouveau levier puissant\u00a0: la g\u00e9n\u00e9ration de revenus.<\/p>\n"}],"content_builder_clone":{"content_builder":[{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>Fond\u00e9e aux \u00c9tats-Unis en 1990, la marque de soins personnels Bath &amp; Body Works est aujourd&rsquo;hui pr\u00e9sente dans le monde entier avec sa gamme de parfums et de soins pour la peau.<\/p>\n<h2>Leur objectif\u00a0: aller \u00e0 la rencontre des clients l\u00e0 o\u00f9 ils se trouvent, \u00e0 grande \u00e9chelle<\/h2>\n<p>Aujourd&rsquo;hui, les clients attendent une attention et un accompagnement plus personnalis\u00e9s. Rien d&rsquo;\u00e9tonnant \u00e0 ce que la messagerie directe et conversationnelle ne cesse de progresser. Quand un client peut ouvrir une conversation et r\u00e9soudre un probl\u00e8me pr\u00e9cis sans quitter le fil de l&rsquo;\u00e9change, c&rsquo;est une CX r\u00e9fl\u00e9chie. Pour Bath &amp; Body Works Arabia, c&rsquo;est possible gr\u00e2ce \u00e0\u00a0<a href=\"https:\/\/emplifi.io\/products\/social-media-marketing\/community\">Emplifi Community<\/a>.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Notre mission est de transformer chaque interaction en une relation qui a du sens, au-del\u00e0 de la simple r\u00e9solution des demandes, pour vraiment comprendre et anticiper les besoins de nos clients. Cette approche cr\u00e9e un environnement o\u00f9 les clients se sentent \u00e9cout\u00e9s, valoris\u00e9s et impliqu\u00e9s, ce qui renforce la confiance et la fid\u00e9lit\u00e9.","quote_author":"Mahmoud Zammar","quote_author_description":"Charg\u00e9 de marketing, Bath & Body Works"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<p>Le passage \u00e0 une disponibilit\u00e9 \u00ab\u00a0permanente et partout\u00a0\u00bb, notamment sur les r\u00e9seaux sociaux,\u00a0a fait cro\u00eetre la communaut\u00e9 de Bath &amp; Body Works de 25\u00a0% en 2023.<\/p>\n<p>Leader du secteur des soins personnels, la marque a vu cet afflux comme une opportunit\u00e9 et a dot\u00e9 ses canaux sociaux d&rsquo;une strat\u00e9gie ax\u00e9e sur l&rsquo;efficacit\u00e9 du service client, avec \u00e0 la cl\u00e9 une r\u00e9duction de 38\u00a0% du temps de r\u00e9ponse entre 2022 et 2023 par rapport \u00e0 la p\u00e9riode pr\u00e9c\u00e9dente.<\/p>\n<h2>Leur solution\u00a0: placer l&rsquo;exp\u00e9rience client au c\u0153ur de tout<\/h2>\n<p>L&rsquo;engagement de Bath &amp; Body Works Arabia en faveur d&rsquo;une communication digitale rapide et utile est essentiel pour entretenir la relation client et fid\u00e9liser. Gr\u00e2ce \u00e0 des op\u00e9rations centralis\u00e9es et \u00e0 un acc\u00e8s efficace aux messages priv\u00e9s via l&rsquo;outil de community management d&rsquo;Emplifi, l&rsquo;\u00e9quipe veille \u00e0 ce qu&rsquo;aucune question, pr\u00e9occupation ou marque de reconnaissance ne reste sans r\u00e9ponse.<\/p>\n<p>En 2023, Mahmoud Zammar (Marketing Executive chez Bath &amp; Body Works Arabia) et son \u00e9quipe ont int\u00e9gr\u00e9 de mani\u00e8re strat\u00e9gique les mod\u00e8les de r\u00e9ponse d&rsquo;Emplifi \u00e0 leur approche du community management. Ce choix a nettement am\u00e9lior\u00e9 l&rsquo;efficacit\u00e9 de l&rsquo;\u00e9quipe, qui s&rsquo;est fix\u00e9 un objectif plus ambitieux\u00a0: r\u00e9pondre \u00e0 toutes les demandes clients en moins de sept heures. Ces outils s&rsquo;av\u00e8rent particuli\u00e8rement pr\u00e9cieux lors des pics d&rsquo;activit\u00e9, comme les campagnes de soldes et les f\u00eates, quand l&rsquo;activit\u00e9 des clients en ligne se concentre. Mahmoud Zammar souligne leur efficacit\u00e9 pendant le Ramadan, lorsque l&rsquo;\u00e9quipe travaille en horaires r\u00e9duits, et rappelle l&rsquo;importance de la rapidit\u00e9 et de l&rsquo;efficacit\u00e9.<\/p>\n<p>En parall\u00e8le, l&rsquo;outil Link in Bio d&rsquo;Emplifi a facilit\u00e9 la collaboration avec les influenceurs, entra\u00eenant une hausse de plus de 25\u00a0% des abonn\u00e9s sur les profils sociaux de la marque et contribuant \u00e0 l&rsquo;augmentation du trafic sur le site web.<\/p>\n<p>L&rsquo;int\u00e9gration fluide des canaux sociaux a encore renforc\u00e9 la visibilit\u00e9 en ligne de la marque, en phase avec la volont\u00e9 de Bath &amp; Body Works Arabia de prendre des d\u00e9cisions fond\u00e9es sur les donn\u00e9es, comme le montre sa strat\u00e9gie de contenu. L&rsquo;analyse r\u00e9guli\u00e8re des indicateurs de performance et la reproduction des campagnes r\u00e9ussies, comme ses Reels qui ont touch\u00e9 800\u00a0000 personnes sur le march\u00e9 saoudien, illustrent son engagement envers ses clients et la croissance de la marque. Cette approche, soutenue par la plateforme compl\u00e8te d&rsquo;Emplifi, a \u00e9t\u00e9 d\u00e9terminante dans son succ\u00e8s.<\/p>\n"},{"acf_fc_layout":"quote","quote":"Pour Bath & Body Works, la transformation digitale \u00e9tait essentielle. Il ne s'agit pas seulement d'utiliser la technologie comme un outil\u00a0; il s'agit de parler le langage de notre \u00e9poque pour cr\u00e9er un lien profond avec nos clients. C'est l'alliance de la technologie et de la touche humaine qui d\u00e9finit notre exp\u00e9rience client.","quote_author":"Mahmoud Zammar","quote_author_description":"Charg\u00e9 de marketing, Bath & Body Works"},{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"<h2>Leur r\u00e9ussite\u00a0: des conversations directes qui stimulent l&rsquo;intention d&rsquo;achat<\/h2>\n<p>Quand les conversations d\u00e9marrent dans un espace aussi familier et accessible que les r\u00e9seaux sociaux, une nouvelle opportunit\u00e9 appara\u00eet\u00a0: le r\u00e9engagement. Les agents peuvent non seulement offrir un excellent service apr\u00e8s-vente, mais aussi influencer la d\u00e9cision d&rsquo;achat. Bath &amp; Body Works Arabia mesure tout l&rsquo;int\u00e9r\u00eat de supprimer les frictions du parcours d&rsquo;achat\u00a0: les agents r\u00e9pondent aux questions, d\u00e9tectent l&rsquo;intention et proposent des recommandations personnalis\u00e9es dans un m\u00eame workflow.<\/p>\n<p>Les donn\u00e9es le confirment. Lorsqu&rsquo;un agent redirige un utilisateur vers un site e-commerce, ce parcours sans friction se traduit en moyenne par un taux de rebond plus faible et un meilleur CTR que les campagnes payantes. 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