{"id":4560,"date":"2018-10-04T12:51:02","date_gmt":"2018-10-04T19:51:02","guid":{"rendered":"https:\/\/membermouse.com\/?p=4560"},"modified":"2020-07-29T16:02:31","modified_gmt":"2020-07-29T23:02:31","slug":"un-taux-de-remboursement-plus-faible","status":"publish","type":"post","link":"https:\/\/membermouse.com\/fr\/strategies\/lower-refund-rate\/","title":{"rendered":"7 moyens pratiques pour r\u00e9duire votre taux de remboursement"},"content":{"rendered":"Let\u2019s be honest. It\u2019s never a good feeling when a member asks for a refund. You\u2019ve done all the hard work in acquiring them as a customer and now they want their money back.\r\n\r\nIs there something wrong with your product? Are you charging too much for your membership? When someone asks for a refund, it\u2019s easy for these sorts of doubts and fears to start creeping in. But the truth of the matter is that issuing refunds is simply part of doing business \u2013 <em>surtout lorsqu'il s'agit de commerce en ligne<\/em>. While a 0% refund rate is surely a noble aspiration, it\u2019s not realistic.\r\n\r\nHowever, there are steps and measure you can take to drastically reduce your refund rate. In this blog post we\u2019ll look at 7 practical ways you can effectively reduce your refund rate.\r\n<h3><strong>1. Cr\u00e9er un contenu de haute qualit\u00e9<\/strong><\/h3>\r\nCela peut sembler \u00e9vident, mais la chose la plus importante que vous puissiez faire pour r\u00e9duire votre taux de remboursement est de vous assurer que vous cr\u00e9ez et vendez un contenu de haute qualit\u00e9. Quel que soit le format de votre contenu (<em>\u00e9crit, audio, vid\u00e9o, etc.<\/em>), make sure it is of the highest possible caliber.\r\n\r\nThis doesn\u2019t mean that everything you create needs to conform to a Hollywood movie studio production quality. What we mean when we say high-quality content here essentially comes down to value. Your content needs to add value into the lives of your customers. It should give them the resources they need to move towards their goals and achieve their desired outcome.\r\n\r\nThink about the reason why someone would buy your product or join your membership in the first place. Are you helping them achieve a certain health, finance, or relationship goal? If you can help your customers achieve whatever their desired outcome may be, the likelihood of them asking for a refund drops dramatically.\r\n\r\nOn the flipside, creating and selling low-quality and low-value content is a surefire way to increase refund rates. There\u2019s nothing worse than purchasing something and feeling like you\u2019ve been lied to or cheated in some way. If your content isn\u2019t actually helping your customers by adding value to their lives, you can almost be sure they\u2019ll ask for a refund.\r\n<h3><strong>2. Optimiser l'accueil<\/strong><\/h3>\r\nUne fois que vous avez d\u00e9termin\u00e9 la qualit\u00e9 et la valeur de votre produit, de votre service ou de votre contenu, vous pouvez vous concentrer sur la mise en place d'une exp\u00e9rience d'accueil de classe mondiale pour vos clients. Accueillir chaleureusement et utilement les nouveaux clients est un moyen \u00e9prouv\u00e9 de r\u00e9duire les taux de remboursement. Voici quelques id\u00e9es pour am\u00e9liorer votre exp\u00e9rience d'accueil :\r\n<ul>\r\n \t<li>Organiser un webinaire de bienvenue\r\n<ul>\r\n \t<li>Il peut s'agir d'un contenu permanent auquel les nouveaux clients ont acc\u00e8s ou de quelque chose que vous faites r\u00e9guli\u00e8rement.<\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Cr\u00e9er un guide de d\u00e9marrage rapide pour assurer leur r\u00e9ussite\r\n<ul>\r\n \t<li>Qu'est-ce que vos clients essaient de r\u00e9aliser ? Quel est leur objectif ou le r\u00e9sultat souhait\u00e9 ? \u00c9laborez un guide de d\u00e9marrage rapide qui leur montre comment commencer \u00e0 utiliser votre produit, votre service ou votre cours. Cela les aide \u00e0 partir du bon pied.<\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Envoyer gratuitement aux nouveaux clients un bonus inattendu\r\n<ul>\r\n \t<li>Avez-vous un produit en rapport avec ce que votre client vient d'acheter ? Il peut s'agir d'un livre \u00e9lectronique ou d'un cours qui pourrait l'int\u00e9resser. Vous pouvez essayer de l'envoyer gratuitement \u00e0 vos nouveaux clients en guise de cadeau.<\/li>\r\n<\/ul>\r\n<\/li>\r\n \t<li>Mettez en avant des \u00e9tudes de cas de vos membres qui ont r\u00e9ussi \u00e0 atteindre le r\u00e9sultat souhait\u00e9.\r\n<ul>\r\n \t<li>Rassemblez une s\u00e9rie d'\u00e9tudes de cas qui valident l'efficacit\u00e9 de votre produit ou de votre adh\u00e9sion. Vous pourrez ainsi rappeler \u00e0 vos clients les avantages qu'ils obtiendront en suivant votre cours ou en adh\u00e9rant \u00e0 votre programme.<\/li>\r\n<\/ul>\r\n<\/li>\r\n<\/ul>\r\nUne exp\u00e9rience d'accueil bien r\u00e9gl\u00e9e peut contribuer \u00e0 la r\u00e9ussite de vos membres. Plus ils se sentent bien accueillis, moins ils sont susceptibles de partir et de demander un remboursement. Souvent, lorsque quelqu'un s'inscrit pour la premi\u00e8re fois \u00e0 un cours ou \u00e0 une adh\u00e9sion, il est confront\u00e9 \u00e0 la r\u00e9alit\u00e9 de la quantit\u00e9 de travail n\u00e9cessaire pour atteindre son objectif. Mais s'ils voient que d'autres membres de votre communaut\u00e9 obtiennent les r\u00e9sultats qu'ils souhaitent, ils seront motiv\u00e9s pour suivre votre programme.\r\n<h3><strong>3. Proposer un essai<\/strong><\/h3>\r\nIf you have an exceptionally high refund rate, it could be because you\u2019re not offering a trial period. In this instance, you may have people joining your membership or buying your product simply because they\u2019re curious to see what\u2019s inside. If you can create a low barrier to entry trial for prospective customers, you can weed out people who may have only bought to kick the tires.\r\n\r\nIt\u2019s important to keep in mind that you don\u2019t necessarily even need to create a free trial. While a free trial may be ideal for certain products or markets, you might find that a $1 trial period or a similar paid trial works well to reduce your refund rate. The key here is to experiment a bit and find out what works for your specific market and business. Feel free to get creative with the way you structure a trial period.\r\n<h3><strong>4. Assurer le suivi de vos clients<\/strong><\/h3>\r\nPour limiter le taux de remboursement, il est essentiel que vous assuriez le suivi de vos membres ou clients \u00e0 intervalles r\u00e9guliers. N'oubliez pas que pour un site d'adh\u00e9sion qui facture sur une base r\u00e9currente, le processus de vente ne se termine pas apr\u00e8s le premier paiement. \u00c9tant donn\u00e9 que la valeur \u00e0 vie de votre client est r\u00e9partie sur des paiements r\u00e9currents plut\u00f4t que sur une vente initiale, la fid\u00e9lisation est le mot d'ordre pour les sites d'affiliation. C'est pourquoi votre processus de vente doit se d\u00e9rouler sur une longue p\u00e9riode. En assurant un suivi r\u00e9gulier de vos clients, vous maintenez l'int\u00e9r\u00eat de vos membres et vous leur rappelez la valeur que vous leur apportez. Le moment exact o\u00f9 vous assurez le suivi de vos membres d\u00e9pend des sp\u00e9cificit\u00e9s de votre entreprise. Cependant, voici quelques id\u00e9es de suivi pour vous aider \u00e0 d\u00e9marrer :\r\n<ul>\r\n \t<li>Envoyer un e-mail de f\u00e9licitations apr\u00e8s qu'une personne a termin\u00e9 un module de votre cours<\/li>\r\n \t<li>Prenez contact avec vos clients au bout de 30, 60 ou 90 jours pour savoir comment ils se portent.<\/li>\r\n \t<li>Si un membre ne s'est pas connect\u00e9 \u00e0 son compte depuis environ 30 jours, vous pouvez lui envoyer un message et l'aider \u00e0 se r\u00e9engager avec votre produit ou votre adh\u00e9sion.<\/li>\r\n \t<li>Envoyez un e-mail \u00e0 votre client pour le remercier d'\u00eatre rest\u00e9 fid\u00e8le \u00e0 votre adh\u00e9sion.<\/li>\r\n<\/ul>\r\nLorsque vous mettez en place un syst\u00e8me de suivi et de contr\u00f4le de vos membres, vous pouvez non seulement r\u00e9duire le taux de remboursement, mais aussi obtenir un retour d'information inestimable de la part de vos clients. Vous pouvez ensuite utiliser ces commentaires pour affiner votre produit ou votre adh\u00e9sion, et cr\u00e9er ainsi une exp\u00e9rience meilleure et plus utile pour tout le monde.\r\n<h3><strong>5. Proposer une vente \u00e0 perte<\/strong><\/h3>\r\nIf and when someone does ask for a refund, you can use that as an opportunity to retain them as a customer and save the sale. Whether someone requests a refund through an automated system on your membership site or sends an email in, you can take that opportunity to offer them a downsell. When someone requests a refund, ask them if they\u2019d consider staying or keeping the product for a discount.\r\n\r\nWhat\u2019s great is that all MemberMouse plans come with \u201c<a href=\"https:\/\/membermouse.com\/fr\/documents-3-2\/sauver-la-page-centrale-de-la-vente\/\" target=\"_blank\" rel=\"noopener noreferrer\">\u00e9conomiser la vente<\/a>\"sont int\u00e9gr\u00e9es. Vous pouvez utiliser ces pages pour cr\u00e9er des offres de vente au rabais qui seront affich\u00e9es lorsque quelqu'un demande un remboursement. Un certain pourcentage de vos clients acceptera l'offre \u00e0 prix r\u00e9duit. Pour tous ceux qui l'acceptent, vous venez de conserver un client et de r\u00e9duire votre taux de remboursement.\r\n<h3><strong>6. Demander \"Pourquoi ?\"<\/strong><\/h3>\r\nWhen a customer or member does receive a refund, make sure to ask them why they were unhappy with your product or membership. Maybe there is something about your offering that you can\u2019t see. Your customers who were unhappy with your product could give you a key insight about your business that might help reduce your refund rate in the future.\r\n\r\nMaybe there is something missing from your product or membership that you can add. Or maybe the price point for what you are offering is way off. Whatever their reason for requesting a refund is, the important thing is to find out why. By asking your customers why they wanted a refund, you\u2019ll have the information necessary to make an adjustment to your product, price, or guarantee.\r\n\r\nAnd that leads us to our final practical step to reduce refund rates\u2026\r\n<h3><strong>7. Cr\u00e9er une garantie centr\u00e9e sur le client<\/strong><\/h3>\r\nThe art and science of crafting a guarantee deserves a blog-post unto itself. However, for our purposes here, the thing to keep in mind is the importance a guarantee plays in your customers\u2019 behavior.\r\n\r\nIf your guarantee period is too short, your customers may get overwhelmed trying to evaluate the value of your product and ask for a refund before time runs out. While it may seem counterintuitive, a strong money-back guarantee with a longer duration period can actually help you keep your refunds down. An <a href=\"https:\/\/www.washingtonpost.com\/news\/business\/wp\/2016\/01\/22\/the-surprising-psychology-of-shoppers-and-return-policies\/?utm_term=.246dc98999b6\" target=\"_blank\" rel=\"noopener noreferrer nofollow\">article int\u00e9ressant du Washington Post<\/a> describes a phenomenon called the \u201cendowment effect.\u201d What this essentially signifies is that the longer a customer has a product, the more attached they feel to it. The more attached someone feels to your product, the less likely they are to return it and ask for a refund.\r\n\r\nHowever, the above example may not work for your business and should not be taken as gospel. The key here is to design a guarantee that gives your customers enough time and space to evaluate and use your product. Yes, you may expose yourself to a few \u201csmash and grab\u201d customers who try and take advantage of your guarantee. We\u2019d recommend not focusing too much time or energy on these people, and instead devote your resources to serving your true customers.\r\n\r\nIf you\u2019re still aiming for a 0% refund rate, there is one way to accomplish it. That\u2019s by having a \u201cno refunds\u201d guarantee. While this sort of policy will certainly detract many potential buyers who may be swayed to buy with a risk-reversal strategy in place, it will give you the power to not issue refunds at all. If you\u2019re considering adopting a \u201cno refunds\u201d policy, do so with caution.\r\n&nbsp;\r\n<img src=\"https:\/\/storage.googleapis.com\/wpgcbucket\/wp\/2018\/10\/f39d1187-closer.png\" alt=\"comment r\u00e9duire le taux de remboursement des sites d&#039;adh\u00e9sion\" class=\"embed-center\" width=\"300\" height=\"267\" \/>\r\n<h3><strong>Conclusion<\/strong><\/h3>\r\nAnd there you have it! 7 practical ways you can reduce your refund rate. Whether it\u2019s by increasing the quality of your content, creating a better onboarding or follow-up system, or crafting irresistible downsells\/discounts, we hope you find a way to reduce your refunds and increase the profitability of your membership business.\r\n\r\nIf you have found a creative way to reduce refunds for your business that\u2019s not on this list, we\u2019d love to hear about it. Please leave a comment below and share it with our readers.","protected":false},"excerpt":{"rendered":"<p>R\u00e9duire votre taux de remboursement est un moyen s\u00fbr d'augmenter la rentabilit\u00e9 de votre entreprise. Dans cet article, nous explorons les moyens pratiques de r\u00e9duire les remboursements que vous pouvez mettre en \u0153uvre dans votre entreprise d\u00e8s aujourd'hui.<\/p>","protected":false},"author":20918,"featured_media":4561,"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,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_strive_checklists":"\"\"","_strive_active_checklist":"","_strive_post_notes":"","footnotes":""},"categories":[35],"tags":[],"class_list":["post-4560","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategies"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/posts\/4560","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/users\/20918"}],"replies":[{"embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/comments?post=4560"}],"version-history":[{"count":0,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/posts\/4560\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/media\/4561"}],"wp:attachment":[{"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/media?parent=4560"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/categories?post=4560"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/membermouse.com\/fr\/wp-json\/wp\/v2\/tags?post=4560"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}