{"id":3665,"date":"2019-07-09T16:46:35","date_gmt":"2019-07-09T16:46:35","guid":{"rendered":"https:\/\/easyaffiliate.com\/?p=3665"},"modified":"2021-06-15T18:21:47","modified_gmt":"2021-06-15T18:21:47","slug":"handle-affiliate-feedback","status":"publish","type":"post","link":"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/","title":{"rendered":"Comment g\u00e9rer les commentaires positifs et n\u00e9gatifs sur votre programme d'affiliation (5 fa\u00e7ons)"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 counter-hierarchy ez-toc-counter ez-toc-light-blue ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table des mati\u00e8res<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-6a5b54eb9971d\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"ez-toc-cssicon\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewbox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewbox=\"0 0 24 24\" version=\"1.2\" baseprofile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-6a5b54eb9971d\"  aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#Why_Feedback_Is_Necessary_to_Your_Affiliate_Program\" >Pourquoi le feedback est n\u00e9cessaire \u00e0 votre programme d'affiliation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#5_Ways_to_Handle_Positive_and_Negative_Feedback_About_Your_Affiliate_Program\" >5 fa\u00e7ons de g\u00e9rer les commentaires positifs et n\u00e9gatifs sur votre programme d'affiliation<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#1_Always_Say_Thank_You\" >1. Toujours dire merci<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#2_Take_Note_of_the_Feedback\" >2. Prendre note du retour d'information<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#3_Ask_for_More_Details\" >3. Demander plus de d\u00e9tails<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#4_Perform_Usability_Testing_and_User_Research\" >4. Effectuer des tests de convivialit\u00e9 et des recherches sur les utilisateurs<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#5_Offer_to_Make_Things_Right\" >5. Proposer d'arranger les choses<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/easyaffiliate.com\/fr\/blog\/handle-affiliate-feedback\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/nav><\/div>\n\n<p class=\"wp-block-paragraph\">Lorsque vous g\u00e9rez un programme d'affiliation, recevoir un retour d'information est essentiel \u00e0 votre r\u00e9ussite. Toutefois, il ne suffit pas de solliciter un retour d'information. Vous devez savoir comment interpr\u00e9ter et r\u00e9pondre aux plaintes des clients, ainsi qu'\u00e0 leurs compliments.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La bonne nouvelle, c\u2019est que l\u2019analyse des retours clients ne doit pas n\u00e9cessairement vous prendre tout votre temps. En suivant simplement quelques bonnes pratiques, vous serez en mesure de g\u00e9rer efficacement les retours que vous recevez, qu\u2019ils soient positifs ou n\u00e9gatifs. Cela devrait vous permettre de d\u00e9velopper votre programme et de nouer des relations solides avec vos affili\u00e9s.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Dans cet article, nous examinerons certains des types de commentaires les plus courants de la part des clients et nous verrons comment y r\u00e9pondre de mani\u00e8re appropri\u00e9e. Allons-y !<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Feedback_Is_Necessary_to_Your_Affiliate_Program\"><\/span>Pourquoi le feedback est n\u00e9cessaire \u00e0 votre programme d'affiliation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Votre entreprise d'affiliation vit ou meurt en fonction de l'opinion de ses membres. Si les affili\u00e9s sont m\u00e9contents, il vaut mieux savoir ce qu'ils pensent <em>avant<\/em> ils d\u00e9cident de quitter votre plateforme. En revanche, lorsque vous obtenez de bons r\u00e9sultats, les commentaires positifs peuvent vous aider \u00e0 conserver (et \u00e0 am\u00e9liorer) les fonctionnalit\u00e9s qui s'av\u00e8rent fructueuses.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Le retour d'information peut aller d'une r\u00e9flexion sur l'activit\u00e9 de votre entreprise \u00e0 des informations sur la mani\u00e8re dont les visiteurs ont trouv\u00e9 ce qu'ils cherchaient sur votre site web. L'une des meilleures fa\u00e7ons d'obtenir un retour d'information est de le faire par le biais d'une enqu\u00eate. <a href=\"https:\/\/www.helpscout.com\/blog\/customer-feedback\/\">solliciter un retour d'information<\/a> inclure :<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong><a href=\"https:\/\/easyaffiliate.com\/fr\/2019\/04\/how-to-run-a-survey-that-improves-your-affiliate-program-in-4-steps\/\">Enqu\u00eates aupr\u00e8s des clients<\/a>:<\/strong> Les enqu\u00eates sont un moyen d'obtenir un retour d'information de la part des utilisateurs en posant des questions cibl\u00e9es.<\/li><li><strong><a rel=\"noreferrer noopener\" aria-label=\"Formulaires de contact (s&#039;ouvre dans un nouvel onglet)\" href=\"https:\/\/memberpress.com\/best-contact-form-plugins-for-your-membership-site\/\" target=\"_blank\">Formulaires de contact<\/a>:<\/strong> Un formulaire de contact permet aux utilisateurs de vous contacter lorsqu'ils ont un probl\u00e8me ou une question.<\/li><li><strong><a href=\"https:\/\/blog.hubspot.com\/service\/social-media-customer-feedback\">M\u00e9dias sociaux<\/a>:<\/strong> Les utilisateurs peuvent \u00e9crire \u00e0 vos comptes de m\u00e9dias sociaux pour faire part de leurs plaintes ou de leurs commentaires, et vous pouvez \u00e9galement utiliser ces plateformes pour solliciter un engagement direct.<\/li><li><strong><a href=\"https:\/\/www.usability.gov\/how-to-and-tools\/methods\/usability-testing.html\">Tests d'utilisabilit\u00e9<\/a>:<\/strong> Il s'agit de d\u00e9terminer si les visiteurs comprennent le fonctionnement de votre site web, en leur demandant d'effectuer des t\u00e2ches cibl\u00e9es tout en expliquant leur cheminement de pens\u00e9e.<\/li><\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Bien s\u00fbr, recueillir les retours d'exp\u00e9rience n'est qu'une premi\u00e8re \u00e9tape. Une fois que vous disposez des r\u00e9ponses de vos affili\u00e9s, vous devez \u00e9galement savoir comment les exploiter.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Ways_to_Handle_Positive_and_Negative_Feedback_About_Your_Affiliate_Program\"><\/span>5 fa\u00e7ons de g\u00e9rer les commentaires positifs et n\u00e9gatifs sur votre programme d'affiliation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Il est essentiel que vous disposiez d'une m\u00e9thode structur\u00e9e pour g\u00e9rer aussi bien les retours positifs que n\u00e9gatifs. Ainsi, vous ne laisserez passer aucune opportunit\u00e9 et \u00e9viterez que vos \u00e9motions n'alt\u00e8rent votre jugement. D\u00e9couvrons ensemble cinq des meilleures fa\u00e7ons de g\u00e9rer les retours de vos affili\u00e9s.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Always_Say_Thank_You\"><\/span>1. Toujours dire merci<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Que les commentaires sur votre programme d'affiliation soient positifs ou n\u00e9gatifs, vous devez toujours faire preuve de gratitude pour les avoir re\u00e7us. Les commentaires sont pr\u00e9cieux et vous souhaitez r\u00e9compenser vos affili\u00e9s pour avoir pris le temps de communiquer avec vous.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Vous pouvez remercier un affili\u00e9 en lui offrant un code de r\u00e9duction ou un cadeau pour avoir r\u00e9pondu \u00e0 une enqu\u00eate, par exemple. Vous pouvez \u00e9galement vous adresser personnellement \u00e0 un affili\u00e9 qui s'est mis en quatre pour vous donner des conseils.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Take_Note_of_the_Feedback\"><\/span>2. Prendre note du retour d'information<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Certains commentaires ne se traduisent pas imm\u00e9diatement en actions concr\u00e8tes, mais il est tout de m\u00eame conseill\u00e9 de les noter. Si un client mentionne une fonctionnalit\u00e9 ou un type de contenu sp\u00e9cifique qu\u2019il appr\u00e9cie ou n\u2019appr\u00e9cie pas dans votre programme d\u2019affiliation, il est important de conserver cette information pour une utilisation future.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">La prochaine fois que vous envisagerez de modifier votre site ou un service, vous pourrez consulter vos notes d'\u00e9valuation. Vous r\u00e9fl\u00e9chirez peut-\u00eatre \u00e0 deux fois avant de supprimer une fonctionnalit\u00e9 que les affili\u00e9s ont clairement fait savoir qu'ils appr\u00e9ciaient, par exemple, \u00e0 moins que les critiques ne commencent \u00e0 l'emporter sur les commentaires positifs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Ask_for_More_Details\"><\/span>3. Demander plus de d\u00e9tails<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Lorsque vous recevez un retour d'information, il est souvent tr\u00e8s g\u00e9n\u00e9ral, comme \"Je pense que vous faites un excellent travail\" ou \"Je n'aime pas l'apparence de votre site web\". Si l'un de vos affili\u00e9s vous dit quelque chose de ce genre, vous pouvez essayer d'obtenir plus de d\u00e9tails.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Par exemple, vous pouvez remercier l'affili\u00e9, puis lui demander s'il y a un aspect particulier de votre programme qu'il appr\u00e9cie ou qu'il n'aime pas. Vous ne devez bien s\u00fbr pas le pousser \u00e0 en dire plus, mais si vous lui en donnez l'occasion, vous constaterez que beaucoup se feront un plaisir de vous faire part de leurs impressions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Perform_Usability_Testing_and_User_Research\"><\/span>4. Effectuer des tests de convivialit\u00e9 et des recherches sur les utilisateurs<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Comme nous l'avons d\u00e9j\u00e0 mentionn\u00e9, certains clients peuvent faire part de leurs critiques sans pr\u00e9ciser exactement ce qui, selon eux, ne va pas. Si vous recevez de nombreux commentaires globalement n\u00e9gatifs, mais que vous ne savez pas exactement quel est le probl\u00e8me, il peut \u00eatre judicieux de proc\u00e9der \u00e0 un examen approfondi de votre site d'affiliation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Il peut s'agir <a href=\"https:\/\/www.uxbooth.com\/articles\/complete-beginners-guide-to-design-research\/\">recherche sur les utilisateurs<\/a> ou <a href=\"https:\/\/www.nngroup.com\/articles\/which-ux-research-methods\/\">tests d'utilisabilit\u00e9<\/a>, et doit s'appuyer sur les retours que vous avez re\u00e7us. Par exemple, si certains de vos affili\u00e9s ont signal\u00e9 que votre site \u00e9tait difficile \u00e0 utiliser, des tests d'ergonomie peuvent vous aider \u00e0 mettre en \u00e9vidence les lacunes de sa conception. \u00c0 l'inverse, si votre contenu ne produit pas l'effet escompt\u00e9, une \u00e9tude utilisateur peut vous aider \u00e0 d\u00e9terminer ce que votre public cible attend r\u00e9ellement.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En fonction de ce que vous d\u00e9couvrirez, vous pourrez d\u00e9cider d\u2019apporter des modifications \u00e0 votre site web ou de r\u00e9orienter votre contenu. Vous constaterez peut-\u00eatre \u00e9galement que les plaintes initiales \u00e9taient des cas isol\u00e9s et que votre programme fonctionne sans probl\u00e8me. Ce n\u2019est pas grave : vous ne pourrez jamais satisfaire tous les utilisateurs !<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Offer_to_Make_Things_Right\"><\/span>5. Proposer d'arranger les choses<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Pour finir, parlons de la mani\u00e8re de g\u00e9rer les commentaires extr\u00eamement n\u00e9gatifs. Il peut \u00eatre d\u00e9stabilisant de recevoir des remarques n\u00e9gatives sur le programme que vous avez mis tant d\u2019efforts \u00e0 d\u00e9velopper. Cependant, les commentaires n\u00e9gatifs peuvent eux aussi s\u2019av\u00e9rer pr\u00e9cieux. Il est bon de savoir quand quelqu\u2019un n\u2019est pas satisfait, afin d\u2019avoir la possibilit\u00e9 de r\u00e9soudre le probl\u00e8me.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si vous ne parvenez pas \u00e0 r\u00e9soudre le probl\u00e8me sp\u00e9cifique rencontr\u00e9 par l'affili\u00e9, vous pouvez envisager d'autres solutions pour r\u00e9parer la situation, comme lui offrir un petit bonus ou un cadeau. De simples excuses peuvent \u00e9galement faire toute la diff\u00e9rence. Un affili\u00e9 qui sait que vous avez \u00e9cout\u00e9 et pris en compte ses remarques sera plus enclin \u00e0 rester, malgr\u00e9 sa mauvaise exp\u00e9rience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span>Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Lorsque vous g\u00e9rez un site d'affiliation, vous d\u00e9pendez des commentaires pour r\u00e9pondre aux pr\u00e9occupations des utilisateurs et assurer le bon fonctionnement de votre site. Les commentaires positifs et n\u00e9gatifs vous permettent de conserver ce qui fonctionne bien et de revoir ce qui ne fonctionne pas. Ce processus peut \u00e9galement vous aider \u00e0 montrer que vous vous souciez de vos affili\u00e9s.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Voici cinq fa\u00e7ons d'aborder le retour d'information des affili\u00e9s :<\/p>\n\n\n\n<ol class=\"wp-block-list\"><li>Toujours remercier l'affili\u00e9<\/li><li>Prendre note du retour d'information pour une utilisation ult\u00e9rieure<\/li><li>Demander des d\u00e9tails plus pr\u00e9cis<\/li><li>Effectuer des tests de convivialit\u00e9 et\/ou des recherches sur les utilisateurs<\/li><li>Proposer d'arranger les choses<\/li><\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Avez-vous des questions sur la fa\u00e7on de r\u00e9pondre aux commentaires concernant votre programme d'affiliation ? Faites-nous en part dans la section des commentaires ci-dessous !<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Si vous avez aim\u00e9 cet article, n'oubliez pas de nous suivre sur <a href=\"https:\/\/twitter.com\/easyaffapp\"><strong>Twitter<\/strong><\/a>, <a href=\"https:\/\/www.facebook.com\/easyaffiliateplugin\"><strong>Facebook<\/strong><\/a>et <a href=\"https:\/\/www.linkedin.com\/showcase\/easy-affiliate-plugin\/?viewAsMember=true\"><strong>LinkedIn<\/strong><\/a>! Et n'oubliez pas de vous abonner dans la case ci-dessous.<\/p>","protected":false},"excerpt":{"rendered":"<p>When you run an affiliate program, receiving feedback is crucial to your success. However, it\u2019s not enough to solicit feedback. You need to know how to interpret and respond to customers\u2019 complaints, as well as to their compliments. The good news is that evaluating customer feedback doesn&#8217;t have to take up all your time. With [&hellip;]<\/p>\n","protected":false},"author":1592,"featured_media":3748,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"_strive_editorial_status":"not-started","_strive_copy_of":0,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","_strive_checklists":"\"\"","_strive_active_checklist":"","_strive_post_notes":"","footnotes":""},"categories":[312],"tags":[334],"class_list":["post-3665","post","type-post","status-publish","format-standard","has-post-thumbnail","category-advice","tag-affiliate-relations","entry"],"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 4.9.10 - aioseo.com -->\n\t<meta name=\"description\" content=\"Feedback is a vital part of any affiliate program. 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