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    6. 顧客討厭什麼!?:消除顧客討厭的東西,讓你的產品/服務成為最好的選擇

    顧客討厭什麼!?:消除顧客討厭的東西,讓你的產品/服務成為最好的選擇

    Author 尼古拉斯‧韋伯(NICHOLAS J. WEBB)
    Publisher 中國生產力中心
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    Released
    2022/11/21
    Language
    Traditional Chinese
    File format
    PDF (9MB), fit in large screen and Pubook
    Pages
    298
    ID
    345921
    ISBN
    9786269667109
    Provide Adobe DRM
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    Offer DRM free license
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    NT$360
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    • Intro

    • Chapters

    • Author

    我們生活在一個競爭激烈的市場中,每位消費者都有許多選擇。沒有一家公司、品牌或服務會受到消費者100%的喜愛。為了成為顧客最好的選擇,大多數人必須最不討厭你。因此,你需要從消除顧客討厭的東西開始。本書告訴你要採取行動,包括︰

    1.如何降低顧客厭惡程度的積累,進而堆疊出對品牌的信賴
    2.五個關鍵接觸點的重要性,企業應戒慎恐懼防範未然
    3.確保第一線銷售人員訓練有素
    4.企業應致力於建立「品牌大使」
    5.認清十大顧客體驗殺手和解決方案
    6.將「幸福」作為一種策略

    「討厭」可能是社會科學家希冀在消費者黑箱(black box)挖掘的寶藏,因為,影響消費者惠顧並產生忠誠的因素,已有約90%被發掘並實踐中。若任何一家企業能率先實踐本書的建議「減少顧客厭惡點」,即使對顧客惠顧的影響力僅有5%,卻是競爭致勝的關鍵因素。
    More
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    出版緣起
    致謝辭
    推薦序1 /李雄慶
    推薦序2 /林大朗
    推薦序3 /陳甫彥
    推薦序4 /黃昱凱
    推薦序5 /吳師豪
    自 序
    前 言
    第一章 顧客就是討厭你,習慣吧!
    第二章 第一個接觸點:接觸前
    第三章 第二個接觸點:第一次接觸
    第四章 第三個接觸點:核心接觸
    第五章 第四個接觸點:最後的接觸
    第六章 第五個接觸點:保持聯繫
    第七章 別只關注你認為顧客想要的東西
    第八章 現實世界中的艱難選擇
    第九章 從顧客體驗危害事物中獲得啟發
    第十章 你的員工創造喜愛點
    第十一章 顧客體驗創新
    第十二章 幸福作為一種策略
    第十三章 顧客調查是你的敵人
    第十四章 真實評分系統:明日的顧客調查
    感謝閱讀拙著
    註釋
    關於作者
    More
    尼古拉斯‧韋伯(NICHOLAS J. WEBB)

    專攻未來趨勢、客戶體驗設計和創新,在此領域有40年經驗,且連續七年被評為「全球 30大商業思維領袖」之一。

    他是goLeaderLogic.com的執行長,該公司是一家顧客體驗培訓和諮詢企業,並與一些頂級品牌合作,協助它們打造世界一流的顧客體驗。

    身為一名技術專家,尼克已獲得四十多項美國消費品和技術產品專利。尼克在商業創新、顧客體驗和領導力領域中,是多本暢銷書的作者。在業務成長、創新、未來趨勢及顧客體驗等方面,他還是重要主題的主要演講者。
    More

    Details

    Released
    2022/11/21
    Language
    Traditional Chinese
    File format
    PDF: Fit in large screen
    Provide Adobe DRM
    Provide PDF
    Offer DRM free license
    No
    ID
    345921
    ISBN
    9786269667109

    顧客服務

    消費者

    顧客體驗

    好感

    信任

    品牌建立

    服務流程

    接觸點

    Buy products firstAnd download app to watch

    Details

    See more 中國生產力中心

    More

    顧客討厭什麼!?:消除顧客討厭的東西,讓你的產品/服務成為最好的選擇

    給經營管理者的數據實戰課:建立以數據驅動為核心的管理模式,逆境中業績也能翻倍成長

    快樂ㄟ菜市仔 第36期(2022/09)

    零碳實踐革命:厚植全球競爭力,再造企業永續經營

    快樂ㄟ菜市仔 第35期(2022/06)

    商業生態系建構與創價:〈轉型創新×事業成長〉

    數位精實管理推動手冊

    CITD 20 破圈

    夢想再一起勇闖世間路

    【轉變.轉型.逆轉】

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