Le Processus De L'insight Consommateur

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Le Processus De L'insight Consommateur HEC MONTRÉAL Le processus de l’insight consommateur dans le contexte du marché des vins au Québec par Charlie Touikan Sciences de la gestion (Option marketing) Mémoire présenté en vue de l’obtention du grade de maîtrise ès sciences en gestion (M. Sc.) Août 2019 © Charlie Touikan, 2019 ii iii Sommaire Cette étude porte sur le processus de l’insight consommateur en marketing (Fortini-Campbell, 1992). L’intention de ce mémoire est de comprendre ce que représentent ces insights pour les entreprises, comment ils les ont acquis et comment ils les utilisent ? Afin de faire un bon examen de sa typologie, le contexte de l’étude se porte dans le marché des vins au Québec. En étant un domaine naissant, tous joueurs sont en quête d’insight consommateur pour faire leur place dans ce marché portant une compétition internationale. Dans ce contexte, la méthodologie utilisée est par l’analyse de cas via des entrevues avec des vignerons. Six vignobles ont été sélectionnés par leur positionnement représentant le marché des vins au Québec. Les résultats de cette recherche présentent trois typologies distinctives. Chacune d’elles on comme intention de guider les entreprises dans leurs activités pour trouver des insights consommateurs et de leur indiquer comment les utiliser à leur bonne efficience. Mots clés : Insight consommateur, B2B, B2C, B2B2C, technique de collecte, utilité iv Abstract This study focuses on the consumer insight process in marketing (Fortini- Campbell, 1992). The intention of this dissertation is to understand what these insights represent for businesses, how they acquired them and how they use them. In order to make a good review of its typology, the context of the study is in the wine market in Quebec. Being an emerging field, all players are looking for consumer insight to make their place in this market carrying an international competition. In this context, the methodology used is through case analysis via interviews with vine growers. Six vineyards were selected for their positioning representing the wine market in Quebec. The results of this research present three distinctive typologies. Each of them is intended to guide businesses in their activities to find consumer insights and show them how to use them to their good efficiency. Keywords : Insight consumer, B2B, B2C, B2B2C, collection technique, utility v Table des matières Sommaire ................................................................................ iv Abstract ................................................................................... v Liste des tableaux ....................................................................... x Liste de typologies ...................................................................... x Liste des abréviations ................................................................. xi Remerciements ........................................................................ xii INTRODUCTION .......................................................................... 1 CHAPITRE 1. La revue de littérature ............................................... 5 1.1 L’insight marketing consommateur ......................................................................6 1.1.1. Définition de l’insight ........................................................................................... 6 1.1.2 Rôle de l’insight ........................................................................................................ 9 1.2 Les techniques de collecte d’insight ................................................................. 11 1.2.1 L’environnement immédiat .................................................................................. 12 1.2.2 Les intermédiaires de distribution ...................................................................... 13 1.2.3 Les facteurs macro-environnementaux (PESTEL) ............................................. 16 1.2.4 La recherche du marketing classique ................................................................. 18 1.3 L’utilisation de l’insight ...................................................................................... 24 1.3.1 Le développement de nouveaux produits et/ou service ................................. 24 1.3.2 Le développement en communication marketing ............................................ 25 1.3.3 Le développement de la distribution ................................................................. 25 1.3.4 Le développement des prix .................................................................................. 25 1.4 La conclusion et la définition de la problématique de recherche .................. 26 CHAPITRE 2. La mise en contexte ................................................. 29 2.1 Le marché des vins .............................................................................................. 29 2.2 Le marché des vins canadiens ............................................................................ 30 2.2.1 Les lois du marché de vins canadiens ................................................................. 31 2.2.2 La demande de vins au Canada ............................................................................ 31 2.2.3 La chaîne de distribution du marché des vins canadiens ................................ 33 2.3 Le marché des vins au Québec ................................................. 36 2.3.1 Son passé .................................................................................................................. 36 2.3.2 Son présent .............................................................................................................. 38 CHAPITRE 3. La méthodologie ...................................................... 44 3.1 L’étude de cas multiples ..................................................................................... 45 3.1.1 La sélection des cas ................................................................................................ 46 3.1.2 La sélection des participants ............................................................................... 48 3.2 La collecte de données ........................................................................................ 48 3.2.1 Les méthodes de collectes de données ............................................................... 49 3.2.2 La structure du guide d’entrevue ....................................................................... 51 vii 3.2.3 La réalité du terrain .............................................................................................. 52 3.3 L’éthique et la confidentialité ........................................................................... 53 3.4 L’analyse des données ......................................................................................... 55 3.5 La structure de la réalisation des cas ................................................................ 56 CHAPITRE 4. Résumé des cas ........................................................ 58 4.1 Vignoble de l’Orpailleur en relation B2C .......................................................... 58 4.1.1 Portait de l’entreprise .......................................................................................... 58 4.1.2 L’insight consommateur ........................................................................................ 60 4.2 Le Vignoble Val Caudalies en relation B2C ........................................................ 62 4.2.1 Portait de l’entreprise .......................................................................................... 62 4.2.2 L’insight consommateur ........................................................................................ 63 4.3 Union Libre en relation B2C ............................................................................... 65 4.3.1 Portait de l’entreprise .......................................................................................... 65 4.3.2 L’insight consommateur ........................................................................................ 65 4.4 Le Vignoble de Bacchantes en relation B2C ...................................................... 68 4.4.1 Portait de l’entreprise .......................................................................................... 68 4.4.2 L’insight consommateur ........................................................................................ 68 4.5 Le Vignoble Gagliano en B2B .............................................................................. 70 4.5.1 Portait de l’entreprise .......................................................................................... 70 4.5.2 L’insights client ...................................................................................................... 71 4.6 Clos Saragnat en relation B2B2C ........................................................................ 73 4.6.1 Portait de l’entreprise .......................................................................................... 73 4.6.2 L’insight d’affaires ................................................................................................. 74 CHAPITRE 5. Analyse des résultats ................................................. 76 5.1 Retour sur le cadre conceptuel .......................................................................... 76 5.2 La définition de l’insight consommateur .......................................................... 78 5.2.1 L’insight consommateur ........................................................................................ 79 5.2.2 L’insight client
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