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class=\"wp-block-heading\">\u5ba2\u6237\u5173\u7cfb\u4e0e\u5ba2\u6237\u670d\u52a1<\/h3>\n\n\n\n<p>\u60a8\u53ef\u4ee5\u5c06\u5ba2\u6237\u5173\u7cfb\u89c6\u4e3a\u4e00\u4e2a\u66f4\u666e\u904d\u7684\u6982\u5ff5\uff0c\u6db5\u76d6\u4e0e\u54c1\u724c\u7684\u6240\u6709\u4e92\u52a8\uff0c\u800c\u5ba2\u6237\u670d\u52a1\u5c31\u662f\u8fd9\u6837\u7684\u4e92\u52a8\u4e4b\u4e00\u3002\u8fd9\u7c7b\u4f3c\u4e8e\u62fc\u56fe\u6e38\u620f\u7684\u6982\u5ff5\uff1a\u60a8\u7684\u56e2\u961f\u548c\u4ed6\u4eec\u7684\u5de5\u4f5c\u662f\u62fc\u56fe\u7684\u4e00\u90e8\u5206\uff0c\u800c\u6210\u529f\u7684\u5ba2\u6237\u5173\u7cfb\u662f\u60a8\u521b\u5efa\u7684\u4e00\u5f20\u56fe\u7247\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"869\" height=\"561\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-3.png\" alt=\"\" class=\"wp-image-23996\" srcset=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-3.png 869w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-3-200x129.png 200w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-3-768x496.png 768w\" sizes=\"(max-width: 869px) 100vw, 869px\" 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id=\"importance-of-good-customer-relations\">\u826f\u597d\u7684\u5ba2\u6237\u5173\u7cfb\u7684\u91cd\u8981\u6027&nbsp;<\/h2>\n\n\n\n<p>\u53ef\u4ee5\u80af\u5b9a\u5730\u8bf4\uff0c\u62e5\u6709\u7a33\u56fa\u7684\u5ba2\u6237\u5173\u7cfb\u6700\u7ec8\u51b3\u5b9a\u4e86\u4f01\u4e1a\u7684\u6210\u529f\u3002\u8fd9\u5f88\u7b80\u5355\u2014\u2014\u62e5\u6709\u826f\u597d\u7684\u5173\u7cfb\u610f\u5473\u7740\u5ba2\u6237\u6ee1\u610f\u3002\u6ee1\u610f\u7684\u5ba2\u6237\u4f1a\u5e26\u6765\u54c1\u724c\u5fe0\u8bda\u5ea6\uff0c\u5e76\u6700\u7ec8\u5e26\u6765\u66f4\u591a\u9500\u91cf\u3002&nbsp;<\/p>\n\n\n\n<p>\u800c\u7edf\u8ba1\u6570\u636e\u8fdb\u4e00\u6b65\u8bc1\u660e\u4e86\u826f\u597d\u5ba2\u6237\u5173\u7cfb\u7684\u91cd\u8981\u6027\u3002<\/p>\n\n\n\n<p>\u636e\u4e00\u9879\u7814\u7a76\u8868\u660e\uff0c<a href=\"https:\/\/info.microsoft.com\/ww-landing-global-state-of-customer-service.html\" target=\"_blank\" rel=\"noreferrer noopener\">55%<\/a>\u7684\u5ba2\u6237\u6bcf\u5e74\u90fd\u6709\u66f4\u9ad8\u7684\u5ba2\u6237\u670d\u52a1\u671f\u671b\u3002\u5ba2\u6237\u79bb\u5f00\u54c1\u724c\u7684\u4e3b\u8981\u539f\u56e0\u4e4b\u4e00\u662f\u611f\u89c9\u4e0d\u53d7\u91cd\u89c6\uff0c\u800c\u9ad8\u8fbe<a href=\"https:\/\/www.epsilon.com\/us\/about-us\/pressroom\/new-epsilon-research-indicates-80-of-consumers-are-more-likely-to-make-a-purchase-when-brands-offer-personalized-experiences\" target=\"_blank\" rel=\"noreferrer noopener\">80%<\/a>\u7684\u5ba2\u6237\u5982\u679c\u83b7\u5f97\u4e2a\u6027\u5316\u4f53\u9a8c\u5c31\u4f1a\u4e0e\u516c\u53f8\u4e92\u52a8\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"873\" height=\"666\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-4.png\" alt=\"\" class=\"wp-image-23997\" srcset=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-4.png 873w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-4-200x153.png 200w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-4-768x586.png 768w\" sizes=\"(max-width: 873px) 100vw, 873px\" 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class=\"wp-block-heading\">\u5ba2\u6237\u5173\u7cfb\u7684\u597d\u5904<\/h3>\n\n\n\n<p>\u5982\u679c\u60a8\u4e13\u6ce8\u4e8e\u5ba2\u6237\u53c2\u4e0e\u548c\u63d0\u5347\u5ba2\u6237\u4f53\u9a8c\uff0c\u60a8\u5c31\u53ef\u4ee5\u671f\u5f85\u7f8e\u597d\u7684\u4e8b\u60c5\u53d1\u751f\u3002\u4ee5\u4e0b\u662f\u7ef4\u6301\u826f\u597d\u7684\u6d88\u8d39\u8005\u5173\u7cfb\u7684\u4e00\u4e9b\u6700\u91cd\u8981\u7684\u597d\u5904\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u66f4\u597d\u7684\u5ba2\u6237\u4fdd\u7559\u7387\uff08\u5e76\u4fc3\u8fdb\u9500\u552e\uff09<\/li>\n<\/ul>\n\n\n\n<p>\u901a\u8fc7\u7ef4\u6301\u7262\u56fa\u7684\u5173\u7cfb\u6765\u6253\u9020\u79ef\u6781\u7684\u5ba2\u6237\u4f53\u9a8c\uff0c\u60a8\u53ef\u4ee5\u786e\u4fdd\u4ed6\u4eec\u8db3\u591f\u6ee1\u610f\u5e76\u518d\u6b21\u4f7f\u7528\u60a8\u7684\u54c1\u724c\u3002\u9664\u6b64\u4e4b\u5916\uff0c<a href=\"https:\/\/media.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">\u4e00\u9879\u7814\u7a76\u8868\u660e\uff0c<\/a>\u5ba2\u6237\u4fdd\u7559\u7387\u63d0\u9ad85%\u53ef\u4ee5\u5e26\u6765 25% \u7684\u5229\u6da6\u589e\u957f\u3002\u56e0\u6b64\uff0c\u8fd9\u662f\u4e00\u4e2a\u53cc\u8d62\u7684\u5c40\u9762\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6<\/li>\n<\/ul>\n\n\n\n<p>\u4e0e\u5ba2\u6237\u5efa\u7acb\u6301\u4e45\u7684\u5173\u7cfb\u4e3a\u8981\u6c42\u4ed6\u4eec\u63d0\u4f9b\u8bda\u5b9e\u7684\u53cd\u9988\u521b\u9020\u4e86\u826f\u597d\u7684\u6761\u4ef6\u3002\u8fd9\u53ea\u4f1a\u8ba9\u4ed6\u4eec\u611f\u5230\u66f4\u52a0\u88ab\u6b23\u8d4f\u548c\u91cd\u89c6\uff0c\u4ece\u957f\u8fdc\u6765\u770b\uff0c\u8fd9\u4f1a\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\u3002\u76f8\u53cd\uff0c\u5982\u679c\u4ed6\u4eec\u7684\u53cd\u9988\u5bf9\u4f60\u6709\u5229\uff0c\u4f60\u7684\u9500\u552e\u4e5f\u53ef\u80fd\u4f1a\u53cd\u6620\u51fa\u8fd9\u4e00\u70b9\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6<\/li>\n<\/ul>\n\n\n\n<p>\u5f53\u60a8\u8bbe\u6cd5\u7559\u4f4f\u5ba2\u6237\u65f6\uff0c\u5c31\u66f4\u5bb9\u6613\u8ba9\u4ed6\u4eec\u4fdd\u6301\u5bf9\u60a8\u54c1\u724c\u7684\u5fe0\u8bda\u5ea6\u3002\u901a\u8fc7\u786e\u4fdd\u4ed6\u4eec\u5bf9\u60a8\u516c\u53f8\u7684\u4f53\u9a8c\u662f\u79ef\u6781\u7684\uff0c\u60a8\u5c31\u7ed9\u4e86\u4ed6\u4eec\u4fdd\u6301\u5bf9\u60a8\u5fe0\u8bda\u7684\u5145\u5206\u7406\u7531\u3002\u6b64\u5916\uff0c\u4e0e\u5c1a\u672a\u9996\u6b21\u8d2d\u4e70\u7684\u5ba2\u6237\u76f8\u6bd4\uff0c\u56de\u5934\u5ba2\u66f4\u6709\u53ef\u80fd\u518d\u6b21\u5411\u60a8\u8d2d\u4e70\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u66f4\u597d\u7684\u54c1\u724c\u5ba3\u4f20<\/li>\n<\/ul>\n\n\n\n<p>\u5982\u679c\u60a8\u67e5\u770b\u4efb\u4f55\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\uff0c\u5c31\u4f1a\u53d1\u73b0\u5b8c\u6210\u9500\u552e\u5e76\u4e0d\u662f\u8def\u7684\u7ec8\u70b9\u3002\u5f53\u60a8\u5efa\u7acb\u6d88\u8d39\u8005\u5173\u7cfb\u65f6\uff0c\u60a8\u7684\u5fe0\u5b9e\u5ba2\u6237\u5c06\u53d8\u6210\u54c1\u724c\u62e5\u62a4\u8005\u5e76\u7559\u4e0b\u79ef\u6781\u7684\u8bc4\u4ef7\u3002\u636e\u7edf\u8ba1\uff0c<a href=\"https:\/\/www.brightlocal.com\/research\/local-consumer-review-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u8fd1\u4e00\u534a<\/a>\uff0846%\uff09\u7684\u6d88\u8d39\u8005\u5bf9\u5728\u7ebf\u8bc4\u8bba\u7684\u4fe1\u4efb\u7a0b\u5ea6\u51e0\u4e4e\u4e0e\u5bf9\u4e2a\u4eba\u63a8\u8350\u7684\u4fe1\u4efb\u7a0b\u5ea6\u4e00\u6837\u3002\u56e0\u6b64\uff0c\u5728\u67d0\u4e2a\u65f6\u5019\uff0c\u60a8\u7684\u5ba2\u6237\u7fa4\u5c06\u5f00\u59cb\u81ea\u884c\u589e\u957f\u3002<\/p>\n\n\n\n<p>\u6beb\u65e0\u7591\u95ee\uff0c\u4e0e\u5ba2\u6237\u4fdd\u6301\u5173\u7cfb\u6240\u5e26\u6765\u7684\u597d\u5904\u542c\u8d77\u6765\u5f88\u5927\u3002&nbsp;<\/p>\n\n\n\n<p>\u4f46\u9996\u5148\u5982\u4f55\u5236\u5b9a\u53ef\u9760\u7684\u5ba2\u6237\u5173\u7cfb\u7b56\u7565\u5462\uff1f<\/p>\n\n\n\n<p>\u8ba9\u6211\u4eec\u6765\u770b\u770b\u5427\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"9-tips\">\u5efa\u7acb\u5ba2\u6237\u5173\u7cfb\u7b56\u7565\uff1a9 \u4e2a\u6280\u5de7<\/h2>\n\n\n\n<p>\u5ba2\u6237\u5173\u7cfb\u7ba1\u7406\u662f\u73b0\u4ee3\u5546\u4e1a\u7684\u91cd\u8981\u7ec4\u6210\u90e8\u5206\u3002\u60a8\u53ef\u4ee5\u5b9e\u65bd\u591a\u79cd\u7b56\u7565\u6765\u4f7f\u6b64\u8fc7\u7a0b\u66f4\u5bb9\u6613\u63a7\u5236\u3002<\/p>\n\n\n\n<p>\u63d0\u9ad8\u6d88\u8d39\u8005\u5173\u7cfb\u8d28\u91cf\u7684\u6700\u4f73\u7b56\u7565\u5305\u62ec\uff1a<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>\u4e86\u89e3\u60a8\u7684\u5ba2\u6237\u662f\u8c01<\/li>\n\n\n\n<li>\u6fc0\u52b1\u60a8\u7684\u5458\u5de5<\/li>\n\n\n\n<li>\u4e2a\u6027\u5316\u6c9f\u901a<\/li>\n\n\n\n<li>\u521b\u9020\u81ea\u52a9\u670d\u52a1\u673a\u4f1a<\/li>\n\n\n\n<li>\u6536\u96c6\u53cd\u9988<\/li>\n\n\n\n<li>\u5efa\u7acb\u4fe1\u4efb\u548c\u900f\u660e\u5ea6<\/li>\n\n\n\n<li>\u611f\u6069\u987e\u5ba2<\/li>\n\n\n\n<li>\u5c0a\u91cd\u4ed6\u4eec\u7684\u65f6\u95f4<\/li>\n\n\n\n<li>\u4f7f\u7528 CRM \u8f6f\u4ef6\u7684\u5e2e\u52a9<\/li>\n<\/ol>\n\n\n\n<p>\u73b0\u5728 &#8211; \u8ba9\u6211\u4eec\u9010\u4e2a\u8fdb\u884c\u4ecb\u7ecd\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"understanding-customers'-needs\">1.\u4e86\u89e3\u5ba2\u6237\u7684\u9700\u6c42<\/h3>\n\n\n\n<p>\u5982\u679c\u60a8\u4e0d\u77e5\u9053\u60a8\u7684\u5ba2\u6237\u662f\u8c01\uff0c\u60a8\u5c31\u65e0\u6cd5\u5f00\u59cb\u5efa\u7acb\u5ba2\u6237\u5173\u7cfb\u3002\u6709\u592a\u591a\u516c\u53f8\u4f9d\u8d56\u76f4\u89c9\u800c\u4e0d\u662f\u6570\u636e\u548c\u53cd\u9988\u3002\u6839\u636e\u7814\u7a76\uff0c\u51e0\u4e4e<a href=\"https:\/\/blog.hubspot.com\/service\/state-of-service-2019-customer-first\" target=\"_blank\" rel=\"noreferrer noopener\">\u4e00\u534a\u7684\u516c\u53f8<\/a>\u6839\u672c\u4e0d\u6536\u96c6\u5ba2\u6237\u53cd\u9988\u3002&nbsp;<\/p>\n\n\n\n<p>\u4e86\u89e3\u60a8\u7684\u5ba2\u6237\u5e76\u4e0d\u662f\u4e00\u4ef6\u7b80\u5355\u7684\u4efb\u52a1\u3002\u4f46\u8fd9\u662f\u63d0\u9ad8\u4fdd\u7559\u7387\u548c\u6536\u5165\u7684\u91cd\u8981\u7ec4\u6210\u90e8\u5206\u3002\u7136\u800c\uff0c\u60a8\u53ef\u4ee5\u5c1d\u8bd5\u4e00\u79cd\u7b80\u5355\u7684\u6280\u672f\u3002<\/p>\n\n\n\n<p>\u5f00\u59cb\u4e0e\u60a8\u7684\u5ba2\u6237\u4ea4\u8c08\uff0c\u4ee5\u786e\u5b9a\u4ed6\u4eec\u7684\u9700\u6c42\u5e76\u83b7\u53d6\u6709\u4ef7\u503c\u7684\u80cc\u666f\u4fe1\u606f\uff0c\u4ee5\u5f00\u59cb\u6539\u8fdb\u4e0e\u4ed6\u4eec\u7684\u6c9f\u901a\u65b9\u5f0f\u3002\u60a8\u53ef\u4ee5\u901a\u8fc7\u4e00\u4e9b\u6700\u597d\u7684\u5ba2\u6237\u670d\u52a1\u6e20\u9053\uff08\u4f8b\u5982\u6d88\u606f\u5e94\u7528\u7a0b\u5e8f\u548c\u5b9e\u65f6\u804a\u5929\u8f6f\u4ef6\uff09\u6536\u96c6\u53cd\u9988\u6765\u505a\u5230\u8fd9\u4e00\u70b9\u3002<\/p>\n\n\n\n<p>\u5728\u4e0e\u516c\u53f8\u4e92\u52a8\u65f6\uff0c\u4eba\u4eec\u671f\u671b\u7b49\u5f85\u65f6\u95f4\u77ed\u4e14\u65b9\u4fbf\u3002\u4e8b\u5b9e\u4e0a\uff0c\u591a\u8fbe<a href=\"https:\/\/kayako.com\/live-chat-software\/statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">41% \u7684\u4eba<\/a>\u627f\u8ba4\uff0c\u4e0e\u4efb\u4f55\u5176\u4ed6\u6c9f\u901a\u65b9\u5f0f\u76f8\u6bd4\uff0c\u4ed6\u4eec\u66f4\u559c\u6b22\u5b9e\u65f6\u804a\u5929\u3002<\/p>\n\n\n\n<p>\u5982\u679c\u60a8\u613f\u610f\uff0c\u60a8\u8fd8\u53ef\u4ee5\u4e0d\u592a\u76f4\u63a5\u5730\u4e86\u89e3\u60a8\u7684\u5ba2\u6237\uff0c\u90a3\u5c31\u662f\u901a\u8fc7 Google Analytics \u76d1\u63a7\u8c01\u8bbf\u95ee\u60a8\u7684\u7f51\u7ad9\u3002<\/p>\n\n\n\n<p>\u8fd9\u6837\uff0c\u60a8\u5c06\u80fd\u591f\u521b\u5efa\u51c6\u786e\u7684\u4e70\u5bb6\u89d2\u8272\uff0c\u5e76\u5c06\u60a8\u7684\u5ba2\u6237\u6210\u529f\u6307\u6807\u63d0\u5347\u5230\u4e00\u4e2a\u65b0\u7684\u6c34\u5e73\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"768\" height=\"380\" src=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-5.png\" alt=\"\" class=\"wp-image-23998\" srcset=\"https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-5.png 768w, https:\/\/static.xiazhi.co\/wp-content\/uploads\/2023\/09\/image-5-200x99.png 200w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"employees-motivation\">2. \u6fc0\u52b1\u5458\u5de5<\/h3>\n\n\n\n<p>\u8981\u5efa\u7acb\u7a33\u56fa\u7684\u5ba2\u6237\u4f53\u9a8c\uff0c\u4ea7\u54c1\u8d28\u91cf\u662f\u5fc5\u4e0d\u53ef\u5c11\u7684\u3002\u8bdd\u867d\u8fd9\u4e48\u8bf4\uff0c\u8d1f\u8d23\u7ba1\u7406\u5ba2\u6237\u671f\u671b\u3001\u95ee\u9898\u548c\u7591\u8651\u7684\u652f\u6301\u4ee3\u8868\u51e0\u4e4e\u540c\u6837\u91cd\u8981\u3002&nbsp;<\/p>\n\n\n\n<p>\u8fd9\u5c31\u662f\u4e3a\u4ec0\u4e48\u62e5\u6709\u975e\u5e38\u6709\u80fd\u529b\u5e2e\u52a9\u5ba2\u6237\u6446\u8131\u56f0\u5883\u5e76\u51b3\u5fc3\u5c3d\u5176\u6240\u80fd\u7684\u652f\u6301\u5458\u5de5\u81f3\u5173\u91cd\u8981\u3002&nbsp;<\/p>\n\n\n\n<p>\u5f88\u81ea\u7136\u5730\u671f\u671b\u60a8\u7684\u670d\u52a1\u4ee3\u7406\u4ece\u4e00\u5f00\u59cb\u5c31\u5177\u5907\u4e00\u5957\u7ba1\u7406\u5ba2\u6237\u7684\u6280\u80fd\u3002\u5c3d\u7ba1\u5982\u6b64\uff0c\u60a8\u8fd8\u662f\u5e94\u8be5\u6295\u8d44\u4e8e\u5145\u5206\u4e14\u5b9a\u671f\u7684\u5458\u5de5\u57f9\u8bad\u3002\u5e2e\u52a9\u4ed6\u4eec\u63d0\u9ad8\u5ba2\u6237\u670d\u52a1\u6280\u80fd\uff0c\u5305\u62ec\u89e3\u51b3\u95ee\u9898\u3001\u79ef\u6781\u503e\u542c\u3001\u6545\u969c\u6392\u9664\u4ee5\u53ca\u6574\u4f53\u6c9f\u901a\u98ce\u683c\u3002&nbsp;<\/p>\n\n\n\n<p>\u8fd9\u6837\uff0c\u4ed6\u4eec\u5c06\u80fd\u591f\u89e3\u51b3\u6700\u56f0\u96be\u7684\u5ba2\u6237\u4e92\u52a8\uff0c\u6ee1\u8db3\u4ed6\u4eec\u7684\u6240\u6709\u9700\u6c42\uff0c\u5e76\u901a\u8fc7\u63d0\u4f9b\u4f18\u8d28\u7684\u5ba2\u6237\u670d\u52a1\u5efa\u7acb\u79ef\u6781\u7684\u8054\u7cfb\u3002\u5982\u679c\u4eba\u4eec\u5bf9\u4f60\u5904\u7406\u4e0e\u4ed6\u4eec\u7684\u5173\u7cfb\u7684\u65b9\u5f0f\u611f\u5230\u6ee1\u610f\uff0c\u4ed6\u4eec\u4f1a\u8ba9\u4f60\u77e5\u9053\uff01<\/p>\n\n\n\n<p>\u8bf7\u8bb0\u4f4f\uff0c\u5feb\u4e50\u7684\u5458\u5de5\u4e5f\u610f\u5473\u7740\u79ef\u6781\u4e3b\u52a8\u7684\u5458\u5de5\uff0c\u8fd9\u8fdb\u4e00\u6b65\u610f\u5473\u7740\u6ee1\u610f\u7684\u5ba2\u6237\u3002\u591a\u8fbe<a href=\"https:\/\/www.biworldwide.com\/globalassets\/us-en\/research-landing\/blog-posts\/2016\/workhappier-whitepaper\/biw_whitepaper_workhappier_f.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">93%<\/a>\u7684\u5feb\u4e50\u5458\u5de5\u613f\u610f\u52a0\u500d\u52aa\u529b\u6765\u8fce\u5408\u7ec4\u7ec7\u7684\u5ba2\u6237\u3002\u4e0d\u6ee1\u610f\u7684\u4eba\u5219\u4e0b\u964d\u81f3 69%\u3002&nbsp;<\/p>\n\n\n\n<p>\u9664\u4e86\u63d0\u4f9b\u5b9a\u671f\u57f9\u8bad\u4e4b\u5916\uff0c\u60a8\u8fd8\u5e94\u8be5\u8ba9\u60a8\u7684\u5458\u5de5\u80fd\u591f\u4f20\u8fbe\u4ed6\u4eec\u7684\u9700\u6c42\u3002\u901a\u8fc7\u503e\u542c\u4ed6\u4eec\u7684\u60f3\u6cd5\u548c\u62c5\u5fe7\uff0c\u8ba9\u4ed6\u4eec\u611f\u5230\u53d7\u5230\u91cd\u89c6\uff0c\u5e76\u901a\u8fc7\u9f13\u52b1\u4ed6\u4eec\u7684\u521b\u9020\u529b\u6765\u6fc0\u52b1\u4ed6\u4eec\u4e3a\u56e2\u961f\u505a\u51fa\u8d21\u732e\u3002&nbsp;<\/p>\n\n\n\n<p>\u6700\u91cd\u8981\u7684\u662f\uff0c\u4e0d\u8981\u5fd8\u8bb0\u5bf9\u4ed6\u4eec\u505a\u5f97\u5f88\u597d\u7684\u4e8b\u60c5\u8868\u793a\u8d5e\u8d4f\u3002\u79ef\u6781\u7684\u53cd\u9988\u5bf9\u4e8e\u6fc0\u52b1\u5458\u5de5\u66f4\u597d\u5730\u5b8c\u6210\u5de5\u4f5c\u5927\u6709\u5e2e\u52a9\u3002<\/p>\n\n\n\n<p><strong>\u4e86\u89e3\u66f4\u591a\uff1a<\/strong>\u67e5\u770b\u60a8\u53ef\u4ee5\u5b9e\u65bd\u7684\u6700\u4f73\u5b9e\u8df5\uff0c\u4ee5\u6539\u8fdb\u60a8\u7684\u5ba2\u6237\u670d\u52a1\u7b56\u7565\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"personalization\">3. \u4e2a\u6027\u5316\u60a8\u7684\u6c9f\u901a<\/h3>\n\n\n\n<p>\u521b\u5efa\u4e2a\u6027\u5316\u6c9f\u901a\u53ef\u4ee5\u5e2e\u52a9\u60a8\u4e0e\u5ba2\u6237\u5efa\u7acb\u5065\u5eb7\u7684\u5173\u7cfb\u3002\u4e8b\u5b9e\u4e0a\uff0c<a href=\"https:\/\/us.epsilon.com\/pressroom\/new-epsilon-research-indicates-80-of-consumers-are-more-likely-to-make-a-purchase-when-brands-offer-personalized-experiences\" target=\"_blank\" rel=\"noreferrer noopener\">\u5927\u7ea6 80% \u7684\u6d88\u8d39\u8005<\/a>&nbsp;\u66f4\u6709\u53ef\u80fd\u4ece\u63d0\u4f9b\u4ef7\u503c\u548c\u4e2a\u6027\u5316\u4f53\u9a8c\u7684\u54c1\u724c\u8d2d\u4e70\u4ea7\u54c1\u3002<\/p>\n\n\n\n<p>\u56e0\u6b64\uff0c\u65e0\u8bba\u60a8\u4f7f\u7528\u54ea\u79cd\u6e20\u9053\u4e0e\u5ba2\u6237\u6c9f\u901a\uff0c\u60a8\u90fd\u5fc5\u987b\u59cb\u7ec8\u5c06\u4ed6\u4eec\u89c6\u4e3a\u4eba\uff0c\u800c\u4e0d\u662f\u6570\u5b57\u3002&nbsp;<\/p>\n\n\n\n<p>\u6b64\u5916\uff0c\u60a8\u5e94\u8be5\u907f\u514d\u4ec5\u901a\u8fc7\u9500\u552e\u624b\u6bb5\u6765\u63a5\u89e6\u5ba2\u6237\u3002\u76f8\u53cd\uff0c\u8ba9\u89c2\u4f17\u53c2\u4e0e\u5e76\u7ee7\u7eed\u52aa\u529b\u89e3\u51b3\u4ed6\u4eec\u7684\u95ee\u9898\u3002<\/p>\n\n\n\n<p>\u4f60\u5e94\u8be5\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5411\u4ed6\u4eec\u53d1\u9001\u4ed6\u4eec\u771f\u6b63\u611f\u5174\u8da3\u7684\u7279\u522b\u4f18\u60e0\u2014\u2014\u7cbe\u5fc3\u6311\u9009\u5e76\u5171\u4eab\u8d44\u6e90\uff0c\u8ba9\u4ed6\u4eec\u4e86\u89e3\u60a8\u7684\u4ea7\u54c1\u6216\u670d\u52a1<\/li>\n\n\n\n<li>\u76f4\u547c\u4ed6\u4eec\u7684\u540d\u5b57\u2014\u2014\u4e0e\u987e\u5ba2\u76f4\u547c\u5176\u540d\u4f1a\u4ea7\u751f\u4e00\u79cd\u719f\u6089\u611f\uff0c\u8ba9\u8bbf\u5ba2\u611f\u5230\u88ab\u91cd\u89c6<\/li>\n\n\n\n<li>\u4fdd\u7559\u4ed6\u4eec\u7684\u8ba2\u5355\u5386\u53f2\u8bb0\u5f55 &#8211; \u65e0\u8bba\u60a8\u4e0e\u9996\u6b21\u8bbf\u95ee\u8005\u8fd8\u662f\u8001\u5ba2\u6237\u804a\u5929\uff0c\u60a8\u90fd\u53ef\u4ee5\u8ddf\u8e2a\u4ed6\u4eec\u7684\u8ba2\u5355\u5386\u53f2\u8bb0\u5f55\u5e76\u4e3a\u4ed6\u4eec\u63d0\u4f9b\u4e2a\u6027\u5316\u4f18\u60e0<\/li>\n\n\n\n<li>\u59cb\u7ec8\u52a0\u500d\u52aa\u529b\u2014\u2014\u5982\u679c\u60a8\u60f3\u8981\u56de\u5934\u5ba2\uff0c\u60a8\u9700\u8981\u5bf9\u4ed6\u4eec\u7684\u9700\u6c42\u8868\u73b0\u51fa\u771f\u6b63\u7684\u5174\u8da3\u3002\u60a8\u53ef\u4ee5\u901a\u8fc7\u7ed3\u5408\u4e0a\u8ff0\u6240\u6709\u8981\u70b9\u6765\u505a\u5230\u8fd9\u4e00\u70b9<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"self-service-opportunities\">4.\u521b\u9020\u81ea\u52a9\u670d\u52a1\u673a\u4f1a<\/h3>\n\n\n\n<p>\u60a8\u4e0d\u5fc5 24\/7 \u4e3a\u60a8\u7684\u5ba2\u6237\u63d0\u4f9b\u9002\u5f53\u7684\u5e2e\u52a9\u3002&nbsp;<\/p>\n\n\n\n<p>\u8fd9\u80cc\u540e\u7684\u79d8\u5bc6\uff1f<\/p>\n\n\n\n<p>\u4e3a\u60f3\u8981\u81ea\u884c\u5bfb\u627e\u89e3\u51b3\u65b9\u6848\u7684\u5ba2\u6237\u63d0\u4f9b\u81ea\u52a9\u670d\u52a1\uff0c\u800c\u65e0\u9700\u7b49\u5f85\u652f\u6301\u4ee3\u8868\u6765\u6ee1\u8db3\u4ed6\u4eec\u7684\u9700\u6c42\u3002&nbsp;<\/p>\n\n\n\n<p>\u8fd9\u8fd8\u53ef\u4ee5\u5e2e\u52a9\u51cf\u5c11\u5458\u5de5\u7684\u5de5\u4f5c\u91cf\uff0c\u8ba9\u4ed6\u4eec\u80fd\u591f\u4e13\u6ce8\u4e8e\u66f4\u7d27\u8feb\u7684\u4e8b\u60c5\u3002<\/p>\n\n\n\n<p>\u6839\u636e Gartner \u7814\u7a76\uff0c<a href=\"https:\/\/www.gartner.com\/smarterwithgartner\/rethink-customer-service-strategy-drive-self-service\" target=\"_blank\" rel=\"noreferrer noopener\">70% \u7684\u5ba2\u6237<\/a>\u6b63\u5728\u4f7f\u7528\u81ea\u52a9\u670d\u52a1\u6765\u5bfb\u627e\u95ee\u9898\u7684\u89e3\u51b3\u65b9\u6848\u3002\u8fd9\u4e2a\u6570\u5b57\u4e0d\u5e94\u8be5\u6389\u4ee5\u8f7b\u5fc3\u3002<\/p>\n\n\n\n<p>\u60a8\u53ef\u4ee5\u901a\u8fc7\u591a\u79cd\u4e0d\u540c\u7684\u65b9\u5f0f\u5411\u5ba2\u6237\u63d0\u4f9b\u5ba2\u6237\u81ea\u52a9\u670d\u52a1\u673a\u4f1a\u3002\u5176\u4e00\uff0c\u60a8\u53ef\u4ee5\u5728\u804a\u5929\u673a\u5668\u4eba\u7684\u5e2e\u52a9\u4e0b\u5b9e\u73b0\u5bf9\u8bdd\u81ea\u52a8\u5316\u3002\u8fd9\u4e9b\u667a\u80fd\u8f6f\u4ef6\u975e\u5e38\u6709\u7528\uff0c\u56e0\u4e3a\u5b83\u4eec\u53ef\u4ee5\u5e2e\u52a9\u60a8\u4e3b\u52a8\u5438\u5f15\u5ba2\u6237\u5e76\u5728\u9002\u5f53\u7684\u65f6\u95f4\u4e3a\u6709\u9700\u8981\u7684\u5ba2\u6237\u63d0\u4f9b\u5e2e\u52a9\u3002<\/p>\n\n\n\n<p>\u60a8\u53ef\u4ee5\u8ba9\u804a\u5929\u673a\u5668\u4eba\u81ea\u52a8\u56de\u7b54\u6700\u5e38\u89c1\u7684\u95ee\u9898\uff0c\u5e76\u5728\u5ba2\u6237\u4f3c\u4e4e\u957f\u65f6\u95f4\u505c\u7559\u5728\u60a8\u7684\u9875\u9762\u4e0a\u65f6\u4e0e\u4ed6\u4eec\u8fdb\u884c\u5bf9\u8bdd\u3002&nbsp;<\/p>\n\n\n\n<p>\u77e5\u8bc6\u5e93\u662f\u53e6\u4e00\u79cd\u4e3a\u5ba2\u6237\u63d0\u4f9b\u81ea\u52a9\u670d\u52a1\u7684\u884c\u4e4b\u6709\u6548\u7684\u65b9\u6cd5\u3002\u5b83\u4ee3\u8868\u60a8\u7f51\u7ad9\u4e0a\u7684\u4e00\u4e2a\u90e8\u5206\uff0c\u5176\u4e2d\u5305\u542b\u6240\u6709\u4e0e\u4ea7\u54c1\u548c\u670d\u52a1\u76f8\u5173\u7684\u4fe1\u606f\u3002\u6b64\u5916\uff0c\u5b83\u8fd8\u4f7f\u7528\u5206\u6b65\u6559\u7a0b\u548c\u63d0\u793a\u63d0\u4f9b\u6700\u5e38\u89c1\u7684\u4ea7\u54c1\u76f8\u5173\u95ee\u9898\u7684\u89e3\u51b3\u65b9\u6848\u3002\u77e5\u8bc6\u5e93\u8fd8\u53ef\u4ee5\u5305\u62ec\u6700\u5e38\u89c1\u95ee\u9898\u7684\u7b54\u6848\u3001\u89c6\u9891\u6307\u5357\u548c\u5176\u4ed6\u91cd\u8981\u7684\u516c\u53f8\u76f8\u5173\u4fe1\u606f\u3002<\/p>\n\n\n\n<p>\u6700\u540e\u4f46\u5e76\u975e\u6700\u4e0d\u91cd\u8981\u7684\u4e00\u70b9\u662f\uff0c\u60a8\u8fd8\u53ef\u4ee5\u8d70\u7ecf\u5178\u8def\u7ebf\uff0c\u5c06\u65e7\u7684\u5e38\u89c1\u95ee\u9898\u89e3\u7b54\u9875\u9762\u6dfb\u52a0\u5230\u60a8\u7684\u7f51\u7ad9\u3002\u8fd9\u662f\u4e3a\u5ba2\u6237\u6700\u5e38\u597d\u5947\u7684\u95ee\u9898\u63d0\u4f9b\u7b54\u6848\u7684\u6700\u7b80\u5355\u65b9\u6cd5\u3002&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"feedback-collection\">5.\u6536\u96c6\u5ba2\u6237\u53cd\u9988<\/h3>\n\n\n\n<p>\u53cd\u9988\u5c31\u662f\u8981\u5f04\u6e05\u695a\u4ec0\u4e48\u5bf9\u60a8\u7684\u4e1a\u52a1\u6709\u7528\uff0c\u4ec0\u4e48\u4e0d\u9002\u5408\u3002\u6ca1\u6709\u4eba\u6bd4\u60a8\u7684\u5ba2\u6237\u66f4\u4e86\u89e3\u8fd9\u4e00\u70b9\uff0c\u56e0\u6b64\u60a8\u5e94\u8be5\u76f4\u63a5\u4e0e\u4ed6\u4eec\u8054\u7cfb\u4ee5\u83b7\u53d6\u4ed6\u4eec\u7684\u5b9d\u8d35\u610f\u89c1\u3002<\/p>\n\n\n\n<p>\u6b64\u5916\uff0c\u5bfb\u6c42\u53cd\u9988\u8868\u660e\u4f60\u5173\u5fc3\u5e76\u6b23\u8d4f\u4ed6\u4eec\u7684\u610f\u89c1\u3002\u5f53\u60a8\u6355\u6349&nbsp;\u5ba2\u6237\u7684\u58f0\u97f3\u65f6\uff0c\u60a8\u5c31\u4f1a\u77e5\u9053\u5ba2\u6237\u559c\u6b22\u4ec0\u4e48\uff0c\u4ed6\u4eec\u7f3a\u5c11\u4ec0\u4e48\uff0c\u6216\u8005\u60a8\u53ef\u4ee5\u505a\u5f97\u66f4\u597d\u3002&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.emarketer.com\/content\/surprise-most-consumers-look-at-reviews-before-a-purchase\" target=\"_blank\" rel=\"noreferrer noopener\">\u591a\u8fbe 98% \u7684\u6d88\u8d39\u8005<\/a>&nbsp;\u5728\u8d2d\u4e70\u524d\u4f1a\u9605\u8bfb\u5728\u7ebf\u8bc4\u8bba\u3002\u5982\u679c\u60a8\u7684\u516c\u53f8\u6536\u5230\u5f88\u591a\u6b63\u9762\u8bc4\u4ef7\uff0c\u60a8\u53ef\u4ee5\u5728\u8425\u9500\u6d3b\u52a8\u4e2d\u5229\u7528\u5b83\u4eec\u6765\u5438\u5f15\u66f4\u591a\u5ba2\u6237\u3002<\/p>\n\n\n\n<p>\u867d\u7136\u4e00\u6761\u8d1f\u9762\u8bc4\u8bba\u53ef\u80fd\u4f1a\u8ba9\u6f5c\u5728\u5ba2\u6237\u671b\u800c\u5374\u6b65\uff0c\u4f46\u5b83\u4ecd\u7136\u53ef\u4ee5\u5e2e\u52a9\u60a8\u4e86\u89e3\u54ea\u4e9b\u65b9\u9762\u53ef\u4ee5\u6539\u8fdb\u3002\u6240\u4ee5\uff0c\u5f53\u51fa\u73b0\u5dee\u8bc4\u65f6\uff0c\u5343\u4e07\u4e0d\u8981\u4e0d\u89e3\u51b3\u5b83\u3002\u7acb\u5373\u56de\u5e94\u5e76\u5c3d\u4e00\u5207\u52aa\u529b\u89e3\u51b3\u5ba2\u6237\u7684\u95ee\u9898\u5e76\u8ba9\u4ed6\u4eec\u66f4\u6ee1\u610f\u3002<\/p>\n\n\n\n<p>\u53e6\u4e00\u4e2a\u91cd\u8981\u7684\u53cd\u9988\u6765\u6e90\u662f\u5ba2\u6237\u6ee1\u610f\u5ea6\u8c03\u67e5\uff08CSAT \u8c03\u67e5\uff09\u3002\u60a8\u53ef\u4ee5\u4e2a\u6027\u5316\u5b9a\u5236\u5e76\u5411\u60a8\u9009\u62e9\u7684\u5ba2\u6237\u7fa4\u53d1\u9001\u8c03\u67e5\u3002\u5b83\u4eec\u53ef\u4ee5\u4e3a\u60a8\u63d0\u4f9b\u6709\u5173\u5ba2\u6237\u7fa4\u7684\u5b9d\u8d35\u89c1\u89e3\uff0c\u5e76\u5e2e\u52a9\u60a8\u63d0\u9ad8\u54c1\u724c\u8ba4\u77e5\u5ea6\u3002<\/p>\n\n\n\n<p>\u6b64\u5916\uff0c\u60a8\u53ef\u4ee5\u4f7f\u7528\u5b9e\u65f6\u804a\u5929\u548c\u804a\u5929\u673a\u5668\u4eba\u8f7b\u677e\u5b9e\u65bd\u804a\u5929\u8c03\u67e5\u3002\u4f8b\u5982\uff0c\u60a8\u53ef\u4ee5\u5728\u4e0e\u5ba2\u6237\u4e92\u52a8\u540e\u6216\u5728\u4ed6\u4eec\u505a\u51fa\u8d2d\u4e70\u51b3\u5b9a\u540e\u7acb\u5373\u5411\u4ed6\u4eec\u53d1\u9001\u8c03\u67e5\u3002<\/p>\n\n\n\n<p>\u9664\u4e86\u8c03\u67e5\u4e4b\u5916\uff0c\u60a8\u8fd8\u53ef\u4ee5\u5141\u8bb8\u5ba2\u6237\u5728\u60a8\u7684\u7f51\u7ad9\u4e0a\u7559\u4e0b\u8bc4\u7ea7\u548c\u8bc4\u8bba\u3002\u60a8\u53ef\u4ee5\u4f7f\u7528\u4e00\u4e9b\u5e73\u53f0\u6765\u53d1\u9001\u81ea\u52a8\u8bf7\u6c42\uff0c\u5e76\u901a\u8fc7\u7535\u5b50\u90ae\u4ef6\u3001\u77ed\u4fe1\u548c\u60a8\u7684\u7f51\u7ad9\u8f7b\u677e\u6536\u96c6\u53cd\u9988\u3002&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/judge.me\/\" target=\"_blank\" rel=\"noreferrer noopener\">Judge.me<\/a>\u5c31\u662f\u6b64\u7c7b\u5e73\u53f0\u7684\u4e00\u4e2a\u5f88\u597d\u7684\u4f8b\u5b50\u3002\u5b83\u5c06\u5141\u8bb8\u60a8\u4ee5\u7528\u6237\u53cb\u597d\u7684\u65b9\u5f0f\u5728\u9875\u9762\u4e0a\u6dfb\u52a0\u548c\u81ea\u5b9a\u4e49\u8bc4\u8bba\u5c0f\u90e8\u4ef6\uff0c\u4ee5\u8bf4\u670d\u5ba2\u6237\u8fdb\u884c\u8f6c\u6362\u3002<\/p>\n\n\n\n<p>\u60a8\u53ef\u4ee5\u4f7f\u7528\u591a\u79cd\u4e0d\u540c\u7684\u5f62\u5f0f\uff08\u4f8b\u5982\u63a8\u8350\u548c\u5c0f\u90e8\u4ef6\uff09&nbsp;\u5c06\u6d88\u8d39\u8005\u8bc4\u8bba\u6dfb\u52a0\u5230\u60a8\u7684\u7f51\u7ad9\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"building-trust\">6. \u901a\u8fc7\u900f\u660e\u5efa\u7acb\u4fe1\u4efb<\/h3>\n\n\n\n<p>\u5efa\u7acb\u4fe1\u4efb\u7684\u5173\u952e\u5728\u4e8e\u76f4\u63a5\u548c\u900f\u660e\u3002\u4f46\u8fd9\u5e76\u4e0d\u610f\u5473\u7740\u53ea\u516c\u5f00\u6b63\u9762\u6d88\u606f\u2014\u2014\u5b83\u4e5f\u9002\u7528\u4e8e\u8d1f\u9762\u6d88\u606f\u3002\u5982\u679c\u60a8\u5bf9\u5ba2\u6237\u8bda\u5b9e\u5e76\u8868\u660e\u60a8\u7684\u4f01\u4e1a\u53ef\u4ee5\u89e3\u51b3\u95ee\u9898\uff0c\u90a3\u4e48\u4ece\u957f\u8fdc\u6765\u770b\uff0c\u60a8\u53ef\u4ee5\u671f\u5f85\u770b\u5230\u597d\u5904\u3002<\/p>\n\n\n\n<p>\u4e8b\u5b9e\u4e0a\uff0c\u591a\u8fbe<a href=\"https:\/\/cx-trends-report-2022.zendesk.com\/challenges\" target=\"_blank\" rel=\"noreferrer noopener\">74%<\/a>\u7684\u4eba\u8868\u793a\uff0c\u5728\u72af\u4e86\u9519\u8bef\u5e76\u89e3\u51b3\u95ee\u9898\u540e\uff0c\u4ed6\u4eec\u4f1a\u539f\u8c05\u4e00\u5bb6\u516c\u53f8\u3002<\/p>\n\n\n\n<p>\u663e\u7136\uff0c\u8fd9\u5e76\u4e0d\u662f\u4e3a\u4e86\u633d\u56de\u5c40\u9762\u800c\u6545\u610f\u63d0\u4f9b\u7cdf\u7cd5\u7684\u5ba2\u6237\u670d\u52a1\u4f53\u9a8c\u3002\u4f46\u662f\uff0c\u5f53\u51fa\u73b0\u95ee\u9898\u65f6\uff0c\u60a8\u53ef\u4ee5\u91c7\u53d6\u591a\u79cd\u63aa\u65bd\u6765\u5145\u5206\u5229\u7528\u95ee\u9898\u3002<br><br>\u9996\u5148\uff0c\u5c3d\u91cf\u8ba9\u60a8\u7684\u5ba2\u6237\u4e86\u89e3\u60c5\u51b5\u3002\u4f8b\u5982\uff0c\u5982\u679c\u60a8\u77e5\u9053\u8ba2\u5355\u65e0\u6cd5\u6309\u65f6\u9001\u8fbe\uff0c\u8bf7\u52a1\u5fc5\u544a\u77e5\u60a8\u7684\u5ba2\u6237\u3002\u5373\u4f7f\u4e8b\u5b9e\u8bc1\u660e\u8fd9\u5bf9\u4ed6\u4eec\u6765\u8bf4\u4e0d\u662f\u95ee\u9898\uff0c\u7eaf\u7cb9\u7684\u900f\u660e\u884c\u4e3a\u4e5f\u5c06\u610f\u4e49\u91cd\u5927\u3002<\/p>\n\n\n\n<p>\u6b64\u5916\uff0c\u60a8\u5e94\u8be5\u59cb\u7ec8\u5bf9\u4efb\u4f55\u7f3a\u70b9\u627f\u62c5\u8d23\u4efb\u3002\u5f53\u53d1\u751f\u4efb\u4f55\u4e0d\u6109\u5feb\u7684\u4e8b\u60c5\u5e76\u4e14\u987e\u5ba2\u63d0\u51fa\u6295\u8bc9\u65f6\uff0c\u4e0d\u8981\u73a9\u6307\u8d23\u6e38\u620f\u3002\u8fd9\u662f\u4e0d\u503c\u5f97\u7684\u2014\u2014\u5b83\u53ea\u4f1a\u5bfc\u81f4\u60a8\u5931\u53bb\u5ba2\u6237\u548c\u4fe1\u8a89\u3002&nbsp;<\/p>\n\n\n\n<p>\u76f8\u53cd\uff0c\u8bf7\u786e\u4fdd\u4fdd\u6301\u51b7\u9759\uff0c\u627f\u8ba4\u7528\u6237\u7684\u95ee\u9898\uff0c\u7136\u540e\u5236\u5b9a\u53ef\u9760\u7684\u8ba1\u5212\uff0c\u4ee5\u4fbf\u5ba2\u6237\u786e\u5207\u5730\u77e5\u9053\u60a8\u5c06\u91c7\u53d6\u54ea\u4e9b\u63aa\u65bd\u6765\u5e2e\u52a9\u4ed6\u4eec\u3002\u8fd9\u4f1a\u8ba9\u4ed6\u4eec\u89c9\u5f97\u4ece\u957f\u8fdc\u6765\u770b\u4ed6\u4eec\u53ef\u4ee5\u4f9d\u8d56\u4f60\u3002&nbsp;<\/p>\n\n\n\n<p>\u8bf7\u8bb0\u4f4f\uff0c\u5982\u679c\u60a8\u8bda\u5b9e\u5730\u5bf9\u5f85\u4efb\u4f55\u9519\u8bef\u6216\u7f3a\u70b9\uff0c\u5ba2\u6237\u5c31\u4f1a\u56e0\u6b64\u5c0a\u91cd\u60a8\uff0c\u4ece\u800c\u589e\u52a0\u5bf9\u672a\u6765\u7684\u4fe1\u4efb\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"appreciation\">7. \u8ba9\u4f60\u7684\u5ba2\u6237\u611f\u5230\u88ab\u91cd\u89c6<\/h3>\n\n\n\n<p>\u60a8\u5728\u60a8\u6700\u559c\u6b22\u7684\u9910\u5385\u6536\u5230\u8fc7\u514d\u8d39\u751c\u70b9\u5417\uff1f\u6216\u8005\u4e5f\u8bb8\u5e97\u4e3b\u60f3\u4e86\u89e3\u60a8\u5bf9\u65b0\u54c1\u724c\u8461\u8404\u9152\u7684\u770b\u6cd5\uff1f<\/p>\n\n\n\n<p>\u5411\u5ba2\u6237\u8868\u8fbe\u4e00\u70b9\u8c22\u610f\u53ef\u4ee5\u5efa\u7acb\u7262\u56fa\u800c\u79ef\u6781\u7684\u5ba2\u6237\u5173\u7cfb\u3002\u5b83\u53ef\u4ee5\u662f\u5b9e\u7269\u5546\u54c1\uff0c\u4e5f\u53ef\u4ee5\u662f\u6298\u6263\u4f18\u60e0\u5238\u2014\u2014\u53ea\u8981\u60a8\u80fd\u8d1f\u62c5\u5f97\u8d77\u4e14\u7b26\u5408\u60a8\u7684\u4e1a\u52a1\u5373\u53ef\u3002<\/p>\n\n\n\n<p>\u5c06\u8fd9\u4e9b\u4ee3\u5e01\u89c6\u4e3a\u4e00\u9879\u6295\u8d44\uff0c\u53ef\u5e2e\u52a9\u60a8\u5efa\u7acb\u5fe0\u5b9e\u7684\u5ba2\u6237\u7fa4\u3002&nbsp;<a href=\"https:\/\/www.smallbizgenius.net\/by-the-numbers\/customer-loyalty-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u5927\u7ea6 75% \u7684\u6d88\u8d39\u8005<\/a>&nbsp;\u8868\u793a\uff0c\u4ed6\u4eec\u66f4\u559c\u6b22\u63d0\u4f9b\u5956\u52b1\u7684\u516c\u53f8\uff0c\u800c\u60a8\u53ef\u80fd\u5c31\u662f\u5176\u4e2d\u4e4b\u4e00\u3002&nbsp;<\/p>\n\n\n\n<p>\u60a8\u53ef\u4ee5\u901a\u8fc7\u591a\u79cd\u65b9\u5f0f\u5411\u5ba2\u6237\u8868\u793a\u611f\u8c22\u5e76\u63d0\u9ad8\u4ed6\u4eec\u7684\u5fe0\u8bda\u5ea6\u3002\u4ee5\u4e0b\u662f\u4e00\u4e9b\u60f3\u6cd5\uff1a<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u5728\u60a8\u7684\u7f51\u7ad9\u4e0a\u521b\u5efa&nbsp;\u5ba2\u6237\u5fe0\u8bda\u5ea6\u8ba1\u5212\u6216\u9ad8\u7ea7\u5ba2\u6237\u90e8\u5206\u3002\u60a8\u53ef\u4ee5\u5141\u8bb8\u5ba2\u6237\u5728\u8d2d\u4e70\u4ea7\u54c1\u540e\u8d5a\u53d6\u79ef\u5206\uff0c\u4ed6\u4eec\u53ef\u4ee5\u5728\u4ee5\u540e\u5151\u6362\u7279\u522b\u4f18\u60e0\u6216\u6298\u6263\u3002<\/li>\n\n\n\n<li>\u8bbe\u7f6e\u4e00\u4e2a\u804a\u5929\u673a\u5668\u4eba\uff0c\u4e3a\u56de\u5934\u5ba2\u63d0\u4f9b\u6298\u6263\u3002\u60a8\u53ef\u4ee5\u901a\u8fc7\u4f7f\u7528\u804a\u5929\u89e6\u53d1\u5668\u6765\u505a\u5230\u8fd9\u4e00\u70b9\uff0c\u804a\u5929\u89e6\u53d1\u5668\u53ef\u4ee5\u8ba9\u673a\u5668\u4eba\u53d1\u9001\u6298\u6263\u6216\u4fc3\u9500\u4f18\u60e0\u3002<\/li>\n\n\n\n<li>\u65e8\u5728\u901a\u8fc7\u8bc4\u4f30\u75db\u70b9\u5e76\u5728\u4eba\u6027\u5316\u6c34\u5e73\u4e0a\u4e0e\u5ba2\u6237\u5efa\u7acb\u8054\u7cfb\u6765\u63d0\u9ad8\u60a8\u7684\u9996\u6b21\u547c\u53eb\u89e3\u51b3\u7387\u3002\u5c1d\u8bd5\u6839\u636e\u4ee5\u524d\u7684\u8054\u7cfb\u5386\u53f2\u8bb0\u5f55\u8fdb\u884c\u4e2a\u6027\u5316\u5bf9\u8bdd\uff0c\u7136\u540e\u5229\u7528\u8fd9\u4e9b\u89c1\u89e3\u6765\u53d1\u6325\u81ea\u5df1\u7684\u4f18\u52bf\u3002<\/li>\n\n\n\n<li>\u5411\u6700\u5fe0\u5b9e\u7684\u5ba2\u6237\u53d1\u9001\u5305\u542b\u7279\u522b\u4f18\u60e0\u7684\u4e2a\u6027\u5316\u5ba2\u6237\u670d\u52a1\u7535\u5b50\u90ae\u4ef6\u3002\u8fd9\u53ef\u80fd\u662f\u56e0\u4e3a\u4ed6\u4eec\u548c\u4f60\u4f4f\u4e86\u4e00\u6bb5\u65f6\u95f4\uff0c\u6216\u8005\u53ea\u662f\u4e3a\u4e86\u8868\u8fbe\u8c22\u610f\u3002<\/li>\n\n\n\n<li>\u5411\u4ed6\u4eec\u8d60\u9001\u4e00\u4efd\u514d\u8d39\u793c\u7269\uff0c\u4ee5\u8868\u660e\u60a8\u91cd\u89c6\u4ed6\u4eec\u4e0e\u60a8\u5f00\u5c55\u4e1a\u52a1\u3002\u4f8b\u5982\uff0c\u5982\u679c\u60a8\u6709\u4e00\u5bb6\u670d\u88c5\u5e97\uff0c\u4e00\u65e6\u987e\u5ba2\u82b1\u8d39\u4e00\u5b9a\u91d1\u989d\u6216\u8d2d\u4e70\u7279\u5b9a\u4ea7\u54c1\uff0c\u60a8\u53ef\u4ee5\u6dfb\u52a0\u989d\u5916\u7684\u914d\u4ef6\u3002<\/li>\n<\/ul>\n\n\n\n<p>\u8bf7\u8bb0\u4f4f\uff0c<a href=\"https:\/\/hbr.org\/2014\/10\/the-value-of-keeping-the-right-customers\">\u4fdd\u7559\u6bd4\u83b7\u53d6\u6210\u672c\u8981\u4fbf\u5b9c\u5f97\u591a<\/a>\uff0c\u56e0\u6b64\u60a8\u5e94\u8be5\u59cb\u7ec8\u5c3d\u529b\u800c\u4e3a\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"customers\u2019-time\">8. \u5c0a\u91cd\u5ba2\u6237\u7684\u65f6\u95f4<\/h3>\n\n\n\n<p><a href=\"https:\/\/ww2.glance.net\/wp-content\/uploads\/2015\/07\/Counting-the-customer_-Glance_eBook-4.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">\u591a\u8fbe 67% \u7684\u5ba2\u6237<\/a>&nbsp;\u56e0\u65e0\u6cd5\u8054\u7cfb\u5230\u5ba2\u6237\u652f\u6301\u4ee3\u8868\u800c\u6cae\u4e27\u5730\u6302\u65ad\u7535\u8bdd\u3002&nbsp;<\/p>\n\n\n\n<p>\u55ef\uff0c\u8fd9\u5e76\u4e0d\u5947\u602a\u3002<\/p>\n\n\n\n<p>\u6bd5\u7adf\uff0c\u6ca1\u6709\u4eba\u559c\u6b22\u6d6a\u8d39\u65f6\u95f4\u6392\u961f\uff0c\u5c24\u5176\u662f\u5f53\u591a\u4e2a\u6570\u5b57\u89e3\u51b3\u65b9\u6848\u53ef\u4ee5\u5927\u5927\u52a0\u5feb\u652f\u6301\u6d41\u7a0b\u65f6\u3002<\/p>\n\n\n\n<p>\u5b9e\u65f6\u804a\u5929\u3001\u804a\u5929\u673a\u5668\u4eba\u3001\u5ba2\u6237\u670d\u52a1\u8f6f\u4ef6\u3001\u81ea\u52a9\u670d\u52a1\u9009\u9879\u548c\u5176\u4ed6&nbsp;\u7c7b\u578b\u7684\u5ba2\u6237\u670d\u52a1&nbsp;\u4f7f\u60a8\u53ef\u4ee5\u66f4\u8f7b\u677e\u5730\u4e0e\u6bcf\u4e2a\u9700\u8981\u5e2e\u52a9\u7684\u5ba2\u6237\u5efa\u7acb\u6d88\u8d39\u8005\u5173\u7cfb\u3002<\/p>\n\n\n\n<p>\u56e0\u6b64\uff0c\u5982\u679c\u60a8\u7684\u516c\u53f8\u9762\u4e34\u5927\u91cf\u8bf7\u6c42\uff0c\u5e76\u4e14\u9700\u8981\u82b1\u8d39\u5927\u91cf\u65f6\u95f4\u6765\u7b54\u590d\u6240\u6709\u8bf7\u6c42\uff0c\u8bf7\u4e0d\u8981\u8ba9\u60a8\u7684\u5ba2\u6237\u7b49\u5f85\u5e76\u5e0c\u671b\u5f97\u5230\u7b54\u590d\u3002\u76f8\u53cd\uff0c\u4e13\u4e1a\u5730\u7f13\u89e3\u8fd9\u79cd\u60c5\u51b5\uff0c\u5e76\u8ba9\u5ba2\u6237\u77e5\u9053\u9884\u8ba1\u7684\u7b49\u5f85\u65f6\u95f4\uff0c\u5f15\u5bfc\u4ed6\u4eec\u5b8c\u6210\u7b49\u5f85\u8fc7\u7a0b\u3002<\/p>\n\n\n\n<p>\u6709\u5404\u79cd\u804a\u5929\u673a\u5668\u4eba\u6a21\u677f\u53ef\u4ee5\u5e2e\u52a9\u4e3a\u6bcf\u4e2a\u5ba2\u6237\u63d0\u4f9b\u7b54\u6848 &#8211; 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