{"id":2511,"date":"2026-06-04T08:33:49","date_gmt":"2026-06-04T08:33:49","guid":{"rendered":"https:\/\/multi-value.com\/hoe-bavet-beleving-centraal-zet-en-daarmee-groei-realiseert\/"},"modified":"2026-06-04T11:27:38","modified_gmt":"2026-06-04T11:27:38","slug":"comment-bavet-place-lexperience-client-au-coeur-de-ses-activites-et-parvient-ainsi-a-se-developper","status":"publish","type":"post","link":"https:\/\/multi-value.com\/fr\/comment-bavet-place-lexperience-client-au-coeur-de-ses-activites-et-parvient-ainsi-a-se-developper\/","title":{"rendered":"Comment Bavet place l&rsquo;exp\u00e9rience client au c\u0153ur de ses activit\u00e9s \u2013 et parvient ainsi \u00e0 se d\u00e9velopper"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"630\" height=\"648\" src=\"https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding13.jpg\" alt=\"\" class=\"wp-image-2474\" srcset=\"https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding13.jpg 630w, https:\/\/multi-value.com\/wp-content\/uploads\/2026\/06\/Afbeelding13-292x300.jpg 292w\" sizes=\"(max-width: 630px) 100vw, 630px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>Entretien avec Eva Urlings (Bavet) ; par Pauline Greeve (Multi-Value)<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec une identit\u00e9 affirm\u00e9e et une attention particuli\u00e8re port\u00e9e \u00e0 l&rsquo;exp\u00e9rience client, Bavet s&rsquo;est impos\u00e9 comme une valeur s\u00fbre dans le paysage de la restauration belge. Depuis cinq ans d\u00e9j\u00e0, Multi-Value est le partenaire strat\u00e9gique qui veille \u00e0 cette exp\u00e9rience client unique et la renforce.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Nous avons discut\u00e9 avec Eva Urlings, qui est aux commandes depuis dix ans, de la puissance des \u00ab moments \u00e9piques \u00bb, du Rock \u2019n Roll et des chiffres qui se cachent derri\u00e8re cette exp\u00e9rience.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Peux-tu te pr\u00e9senter bri\u00e8vement, ainsi que Bavet ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab Je m\u2019appelle Eva, je suis passionn\u00e9e par l\u2019h\u00f4tellerie depuis toujours et je suis \u00e0 la t\u00eate de Bavet depuis pr\u00e8s de dix ans.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Chez nous, tout tourne autour des \u00ab moments spaghetti \u00e9piques \u00bb : de notre bolognaise embl\u00e9matique aux combinaisons funky o\u00f9 les clients choisissent eux-m\u00eames leur sauce et leurs garnitures. \u00ab Spaghetti \u00e0 la belge \u00bb, comme on les appelle. On rassemble les gens autour d\u2019une bonne assiette de spaghetti, avec une bonne dose de rock \u2019n\u2019 roll et de convivialit\u00e9. C\u2019est exactement ce que r\u00e9sume notre devise \u00ab Made for Friends \u00bb.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cette exp\u00e9rience ne s\u2019arr\u00eate pas aux portes de nos restaurants ; aujourd\u2019hui, Bavet compte 15 \u00e9tablissements et, gr\u00e2ce \u00e0 Bavet Rollet, nous livrons nos sauces directement chez les gens via plus de 600 points de vente. \u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Qu\u2019est-ce qui rend Bavet unique dans le secteur belge de la restauration ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab Notre force r\u00e9side dans l\u2019\u00e9quilibre entre flexibilit\u00e9 locale et coh\u00e9rence \u00e0 toute \u00e9preuve. Chaque restaurant respire l\u2019atmosph\u00e8re de la ville ou du quartier : un \u00e9tablissement \u00e0 Sint-Martens-Latem d\u00e9gage une ambiance diff\u00e9rente de celle de Gand ou du MAS \u00e0 Anvers. Cette sensibilit\u00e9 locale se refl\u00e8te dans l\u2019exp\u00e9rience et dans les petites touches apport\u00e9es \u00e0 la carte.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">En m\u00eame temps, nous ne perdons jamais de vue notre identit\u00e9. Partout, on retrouve le m\u00eame fil rouge \u2014 ou plut\u00f4t : la m\u00eame sauce rouge. Les clients savent exactement pourquoi ils reviennent : la m\u00eame qualit\u00e9, le m\u00eame plaisir et cette ambiance typique de Bavet. \u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Pourquoi Bavet a-t-il choisi Multi-Value ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab Pour nous, l\u2019\u00e9tude de l\u2019exp\u00e9rience client est avant tout un moyen de soutenir nos \u00e9quipes dans l\u2019exp\u00e9rience que nous voulons offrir.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Multi-Value offre un rep\u00e8re concret : un cadre clair qui aide \u00e0 garantir partout la m\u00eame exp\u00e9rience Bavet. En m\u00eame temps, nous pouvons surveiller nos \u00e9tablissements en continu \u2014 non pas uniquement sur la base de chiffres, mais sur la base de l\u2019exp\u00e9rience r\u00e9elle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Apr\u00e8s avoir travaill\u00e9 avec un autre partenaire pendant un certain temps, nous avons remarqu\u00e9 qu\u2019il nous manquait quelque chose. Ce partenaire \u00e9tait moins cher et travaillait avec des analyses rapides, mais il manquait de profondeur en mati\u00e8re d\u2019exp\u00e9rience. Multi-Value va beaucoup plus loin et correspond donc parfaitement \u00e0 ce qui compte vraiment pour nous : le sentiment que le client emporte avec lui chez lui. \u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quel a \u00e9t\u00e9 l\u2019impact du programme jusqu\u2019\u00e0 pr\u00e9sent ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab L\u2019impact est clair et mesurable.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Notre NPS (Net Promoter Score) est pass\u00e9 de 23 en 2018 \u00e0 35 en 2025. De plus, les indicateurs de vente incitative \u2014 tels que la proposition de bouch\u00e9es, de garnitures suppl\u00e9mentaires, de boissons suppl\u00e9mentaires et de caf\u00e9\/desserts \u2014 se sont am\u00e9lior\u00e9s de 5 % en moyenne.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cela montre que les collaborateurs mettent efficacement en pratique les enseignements tir\u00e9s. Le programme renforce donc non seulement l\u2019exp\u00e9rience client, mais aussi nos performances commerciales. \u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quelles sont les ambitions pour 2026 ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab Nous voulons poursuivre notre croissance, avec de nouveaux sites et une pr\u00e9sence renforc\u00e9e dans le commerce de d\u00e9tail.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Mais, en collaboration avec Multi-Value, nous nous concentrons surtout sur la cr\u00e9ation de v\u00e9ritables exp\u00e9riences \u00ab WOW \u00bb. Nous voulons moins nous focaliser sur les scores et davantage sur l\u2019exp\u00e9rience \u2014 sur ce sentiment inestimable que les clients ressentent lorsqu\u2019ils franchissent notre porte. \u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Quel conseil donneriez-vous aux autres cha\u00eenes de restauration ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab Combinez le suivi quotidien des indicateurs cl\u00e9s de performance (KPI) avec les retours clients provenant de tous les canaux possibles : avis, r\u00e9seaux sociaux et enqu\u00eates. Chaque canal apporte une pi\u00e8ce diff\u00e9rente du puzzle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">De plus, la connexion entre les syst\u00e8mes est cruciale. Mieux tout s\u2019articule, plus vite vous identifiez les tendances et pouvez ajuster le tir. Vous passez ainsi d\u2019un mode de travail r\u00e9actif \u00e0 un mode proactif \u2014 et c\u2019est ce qui fait vraiment la diff\u00e9rence dans ce secteur. \u00bb<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Bavet en bref<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Bavet rassemble les gens autour d\u2019un plat de spaghettis, avec une bonne dose de fun, de rock \u2019n\u2019 roll et de convivialit\u00e9. C\u2019est ce qu\u2019ils appellent \u00ab Made for Friends \u00bb : profiter, \u00eatre ensemble et s\u2019amuser avec une touche de r\u00e9bellion . Avec 15 restaurants et plus de 600 points de vente, la marque poursuit sa forte croissance sans perdre de vue son objectif : l\u2019exp\u00e9rience client.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Entretien avec Eva Urlings (Bavet) ; par Pauline Greeve (Multi-Value) Avec une identit\u00e9 affirm\u00e9e et une attention particuli\u00e8re port\u00e9e \u00e0 l&rsquo;exp\u00e9rience client, Bavet s&rsquo;est impos\u00e9 comme une valeur s\u00fbre dans le paysage de la restauration belge. Depuis cinq ans d\u00e9j\u00e0, Multi-Value est le partenaire strat\u00e9gique qui veille \u00e0 cette exp\u00e9rience client unique et la renforce. [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":2471,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[49],"tags":[],"class_list":["post-2511","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classifiee"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment Bavet place l&#039;exp\u00e9rience client au c\u0153ur de ses activit\u00e9s \u2013 et parvient ainsi \u00e0 se d\u00e9velopper - Multi-Value<\/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:\/\/multi-value.com\/fr\/comment-bavet-place-lexperience-client-au-coeur-de-ses-activites-et-parvient-ainsi-a-se-developper\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Comment Bavet place l&#039;exp\u00e9rience client au c\u0153ur de ses activit\u00e9s \u2013 et parvient ainsi \u00e0 se d\u00e9velopper - Multi-Value\" \/>\n<meta property=\"og:description\" content=\"Entretien avec Eva Urlings (Bavet) ; par Pauline Greeve (Multi-Value) Avec une identit\u00e9 affirm\u00e9e et une attention particuli\u00e8re port\u00e9e \u00e0 l&rsquo;exp\u00e9rience client, Bavet s&rsquo;est impos\u00e9 comme une valeur s\u00fbre dans le paysage de la restauration belge. Depuis cinq ans d\u00e9j\u00e0, Multi-Value est le partenaire strat\u00e9gique qui veille \u00e0 cette exp\u00e9rience client unique et la renforce. 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