{"id":36990,"date":"2023-12-21T11:08:20","date_gmt":"2023-12-21T03:08:20","guid":{"rendered":"https:\/\/masterconcept.ai\/?p=36990"},"modified":"2024-08-02T17:28:45","modified_gmt":"2024-08-02T09:28:45","slug":"importance-of-improving-customer-experience-how-to-develop-a-customer-experience-strategy","status":"publish","type":"post","link":"https:\/\/masterconcept.ai\/zh-hant\/blog\/importance-of-improving-customer-experience-how-to-develop-a-customer-experience-strategy\/","title":{"rendered":"\u63d0\u5347\u5ba2\u6236\u9ad4\u9a57\u7684\u91cd\u8981\u6027 &#8211; \u5982\u4f55\u5236\u5b9a \u5ba2\u6236\u9ad4\u9a57 \u7b56\u7565\uff1f"},"content":{"rendered":"<div class=\"wp-block-aioseo-table-of-contents\"><ul><li><a class=\"aioseo-toc-item\" href=\"#aioseo-cx\">\u4ec0\u9ebc\u662f\u5ba2\u6236\u9ad4\u9a57 (CX) \u7b56\u7565\uff1f<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-\">\u70ba\u4ec0\u9ebc\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u5c0d\u4f01\u696d\u5f88\u91cd\u8981\uff1f<\/a><ul><li><a class=\"aioseo-toc-item\" href=\"#aioseo-\">\u5c0d\u5ba2\u6236\u7559\u5b58\u7387\u7684\u5f71\u97ff<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-\">\u64f4\u5927\u71df\u6536\u6210\u9577<\/a><\/li><\/ul><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-4\">\u5236\u5b9a\u6709\u6548\u7684\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\uff1a4\u6b65\u9a5f<\/a><ul><li><a class=\"aioseo-toc-item\" href=\"#aioseo-1\">\u7b2c 1 \u6b65\uff1a\u4e86\u89e3\u5ba2\u6236\u7684\u9700\u6c42<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-2-cx\">\u7b2c 2 \u6b65\uff1a\u5b9a\u7fa9\u516c\u53f8\u7684\u5ba2\u6236\u9ad4\u9a57 (CX) \u76ee\u6a19<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-3-cx\">\u7b2c 3 \u6b65\uff1a\u78ba\u5b9a\u4f01\u696d\u5167\u90e8\u76f8\u95dc\u7684\u5ba2\u6236\u9ad4\u9a57 (CX) \u6307\u6a19<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-4-cx\">\u7b2c 4 \u6b65\uff1a\u8a55\u4f30\u4e26\u512a\u5316\u60a8\u73fe\u6709\u7684\u5ba2\u6236\u9ad4\u9a57 \uff08CX\uff09 \u6d41\u7a0b\u53ca\u5de5\u5177<\/a><\/li><\/ul><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-5\">\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u76845\u5927\u65b9\u5f0f<\/a><ul><li><a class=\"aioseo-toc-item\" href=\"#aioseo-1\">1. \u6295\u8cc7\u5168\u901a\u8def\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-2\">2.\u512a\u5148\u8003\u616e\u81ea\u52a9\u670d\u52d9<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-3\">3. \u63d0\u4f9b\u5feb\u901f\u9806\u66a2\u7684\u5ba2\u6236\u670d\u52d9<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-4\">4.\u5275\u9020\u500b\u4eba\u5316\u7684\u5ba2\u6236\u9ad4\u9a57<\/a><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-5\">5.\u8a8d\u771f\u5c0d\u5f85\u5ba2\u6236\u56de\u994b<\/a><\/li><\/ul><\/li><li><a class=\"aioseo-toc-item\" href=\"#aioseo-\">\u7d50\u8ad6<\/a><\/li><\/ul><\/div>\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">\u5f37\u5927\u7684 \u5ba2\u6236\u9ad4\u9a57 (CX) \u7b56\u7565\u662f\u4f01\u696d\u9577\u4e45\u6210\u529f\u7684\u57fa\u77f3\uff0c\u5c24\u5176\u662f\u96a8\u8457\u6d88\u8cbb\u8005\u884c\u70ba\u3001\u671f\u5f85\u548c\u6578\u4f4d\u7ba1\u9053\u4e0d\u65b7\u8b8a\u5316\u3002\u672c\u6587\u65e8\u5728\u5f15\u5c0e\u60a8\u4e86\u89e3\u5efa\u7acb\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u7684\u8981\u9ede\uff0c\u63d0\u4f9b\u6709\u50f9\u503c\u7684\u898b\u89e3\uff0c\u4e26\u8aaa\u660e\u6700\u4f73\u5be6\u8e10\u65b9\u6cd5\u3002<\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"aioseo-cx\"><strong>\u4ec0\u9ebc\u662f\u5ba2\u6236\u9ad4\u9a57 (CX) \u7b56\u7565\uff1f<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u5f9e\u672c\u8cea\u4e0a\u8b1b\uff0c\u300c\u5ba2\u6236\u9ad4\u9a57\u300d\u662f\u5ba2\u6236\u5c0d\u4f01\u696d\u7684\u6574\u9ad4\u5370\u8c61\u548c\u770b\u6cd5\uff0c\u5b83\u53cd\u61c9\u4e86\u5ba2\u6236\u8207\u4f01\u696d\u7684\u6bcf\u4e00\u6b21\u4e92\u52d5\u7d50\u679c\uff0c \u800c\u300c\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u300d\u662f\u4f01\u696d\u70ba\u4e86\u6301\u7e8c\u63d0\u4f9b\u66f4\u512a\u8cea\u3001\u6709\u610f\u7fa9\u7684\u670d\u52d9\u9ad4\u9a57\u800c\u5236\u5b9a\u7684\u4e00\u9805\u4e3b\u52d5\u8a08\u5283\u3002\u9019\u4e0d\u518d\u662f\u4e00\u7a2e\u88ab\u52d5\u53cd\u61c9\uff0c\u66f4\u662f\u4e00\u7a2e\u7a4d\u6975\u904e\u7a0b\uff0c\u8ffd\u6c42\u6bcf\u6b21\u8207\u54c1\u724c\u4e92\u52d5\u4e2d\u512a\u5316\u5ba2\u6236\u9ad4\u9a57\u3002\u800c <a href=\"https:\/\/masterconcept.ai\/zh-hant\/freshworks\/\" target=\"_blank\" rel=\"noopener\" title=\"Freshworks\">Freshworks<\/a> \u4e5f\u8868\u793a\u9019\u500b\u7b56\u7565\u7684\u6838\u5fc3\u5728\u65bc\u901a\u904e\u4ee5\u300c\u5ba2\u300d\u70ba\u4e2d\u5fc3\u7684\u7528\u6236\u65c5\u7a0b\uff0c\u5efa\u7acb\u4e00\u7a2e\u4ee4\u5ba2\u6236\u611f\u5230\u88ab\u91cd\u8996\u3001\u88ab\u7406\u89e3\u7684\u7368\u7279\u9ad4\u9a57\u3002<\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"aioseo-\"><strong>\u70ba\u4ec0\u9ebc\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u5c0d\u4f01\u696d\u5f88\u91cd\u8981\uff1f<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u5728\u73fe\u4eca\u5e02\u5834\u4e2d\uff0c\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u5df2\u7d93\u6210\u70ba\u4f01\u696d\u6253\u9020\u5dee\u7570\u5316\u7684\u91cd\u8981\u95dc\u9375\u3002\u64da Forrester \u7684\u5831\u544a\uff0c\u5927\u7d04 <strong>83%<\/strong> \u7684\u6c7a\u7b56\u8005\u8a08\u5283\u5728\u672a\u4f86\u4e00\u5e74\u589e\u52a0\u9810\u7b97\u4ee5<strong>\u589e\u5f37\u5ba2\u6236\u9ad4\u9a57<\/strong>\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u8207\u50f9\u683c\u6216\u7522\u54c1\u7b49\u8b8a\u6578\u4e0d\u540c\uff0c\u5ba2\u6236\u9ad4\u9a57\u662f\u4e00\u7a2e\u5805\u5b9a\u7684\u7af6\u722d\u512a\u52e2\uff0c\u80fd\u5920\u96a8\u8457\u6642\u9593\u7684\u63a8\u79fb\u57f9\u990a\u7a69\u56fa\u7684\u5ba2\u6236\u95dc\u4fc2\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"aioseo-\"><strong>\u5c0d\u5ba2\u6236\u7559\u5b58\u7387\u7684\u5f71\u97ff<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u5728\u6e1b\u5c11\u5ba2\u6236\u6d41\u5931\u65b9\u9762\u767c\u63ee\u95dc\u9375\u4f5c\u7528\uff0c\u6b63\u5982\u83ef\u502b\u5df4\u83f2\u7279\u66fe\u8aaa\u904e\uff1a\u300c\u5efa\u7acb\u8072\u8b7d\u9700\u8981 20 \u5e74\uff0c\u6bc0\u6389\u5b83\u53ea\u9700 5 \u5206\u9418\u3002 \u5982\u679c\u4f60\u8003\u616e\u5230\u9019\u4e00\u9ede\uff0c\u4f60\u5c31\u6703\u63a1\u53d6\u4e0d\u540c\u7684\u505a\u6cd5\u3002\u201d \u4ed6\u7684\u8072\u660e\u5f37\u8abf\u4e86\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u5c0d\u6e1b\u5c11\u5ba2\u6236\u6d41\u5931\u7684\u5f71\u97ff\u529b\u3002 \u6709 74% \u7684\u6d88\u8cbb\u8005\u66f4\u662f\u8868\u660e\u4e86\u4ed6\u5011\u53ef\u80fd\u6703\u57fa\u65bc\u4ed6\u5011\u7684\u670d\u52d9\u9ad4\u9a57\u611f\u9032\u884c\u8cfc\u8cb7\uff0c\u4e00\u65e6\u5931\u53bb\u4fe1\u4efb\u5c31\u5f88\u96e3\u518d\u8d0f\u56de\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"aioseo-\"><strong>\u64f4\u5927\u71df\u6536\u6210\u9577<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u6b64\u5916\uff0c\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u7684\u516c\u53f8\uff0c\u6bd4\u4e0d\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\u7684\u516c\u53f8\uff0c\u7372\u5229\u80fd\u529b\u9ad8\u51fa\u4e86\u5c07\u8fd1 60%\u3002 \u9019\u662f\u70ba\u4ec0\u9ebc\u5462\uff1f \u9019\u662f\u56e0\u70ba\u66f4\u597d\u3001\u66f4\u4e00\u81f4\u7684\u9ad4\u9a57\u53ef\u4ee5\u5275\u9020\u66f4\u6df1\u7684\u5fe0\u8aa0\u5ea6\u3002 \u5fe0\u8aa0\u7684\u5ba2\u6236\u518d\u6b21\u8cfc\u8cb7\u7684\u53ef\u80fd\u6027\u9ad8\u51fa5\u500d\uff0c\u4e26\u4e14\u66f4\u6709\u53ef\u80fd\u5c07\u516c\u53f8\u63a8\u85a6\u7d66\u4ed6\u5011\u7684\u4eba\u8108\u7db2\u7d61\uff0c\u9019\u7a2e\u53e3\u7891\u6548\u61c9\u4f7f\u5f97\u516c\u53f8\u7684\u77e5\u540d\u5ea6\u548c\u5438\u5f15\u529b\u5f97\u4ee5\u9032\u4e00\u6b65\u63d0\u5347\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u56e0\u6b64\uff0c\u5f9e\u6e1b\u5c11\u5ba2\u6236\u6d41\u5931\u5230\u64f4\u5927\u71df\u6536\u6210\u9577\uff0c\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u90fd\u626e\u6f14\u8457\u4e0d\u53ef\u6216\u7f3a\u7684\u89d2\u8272\u3002\u4f01\u696d\u61c9\u8a72\u4e0d\u65b7\u512a\u5316\u548c\u5ef6\u4f38\u4ed6\u5011\u7684\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\uff0c\u4ee5\u5efa\u7acb\u53ef\u6301\u7e8c\u7684\u7af6\u722d\u512a\u52e2\uff0c\u5f9e\u800c\u5be6\u73fe\u696d\u52d9\u7684\u9577\u671f\u6210\u529f\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1920\" height=\"1080\" data-src=\"https:\/\/masterconcept.ai\/wp-content\/uploads\/2023\/12\/6-1024x576.png\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" alt=\"\u70ba\u4ec0\u9ebc \u5ba2\u6236\u9ad4\u9a57 \u7b56\u7565\u5c0d\u4f01\u696d\u5f88\u91cd\u8981\uff1f\" class=\"wp-image-36994 lazyload\" \/><noscript><img decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/masterconcept.ai\/wp-content\/uploads\/2023\/12\/6-1024x576.png\" alt=\"\u70ba\u4ec0\u9ebc \u5ba2\u6236\u9ad4\u9a57 \u7b56\u7565\u5c0d\u4f01\u696d\u5f88\u91cd\u8981\uff1f\" class=\"wp-image-36994\" srcset=\"https:\/\/masterconcept.ai\/wp-content\/uploads\/2023\/12\/6-1024x576.png 1024w, https:\/\/masterconcept.ai\/wp-content\/uploads\/2023\/12\/6-300x169.png 300w, https:\/\/masterconcept.ai\/wp-content\/uploads\/2023\/12\/6-768x432.png 768w, https:\/\/masterconcept.ai\/wp-content\/uploads\/2023\/12\/6-1536x864.png 1536w, https:\/\/masterconcept.ai\/wp-content\/uploads\/2023\/12\/6.png 1920w\" sizes=\"(max-width: 1920px) 100vw, 1920px\" \/><\/noscript><\/figure>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"aioseo-4\"><strong>\u5236\u5b9a\u6709\u6548\u7684\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\uff1a4\u6b65\u9a5f<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u90a3\u5728\u6211\u5011\u4e86\u89e3\u5b8c\u4ec0\u9ebc\u662f\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u53ca\u5b83\u5c0d\u65bc\u4f01\u696d\u54c1\u724c\u548c\u71df\u6536\u4e0a\u7684\u5f71\u97ff\uff0c\u4f01\u696d\u5011\u8a72\u5982\u4f55\u958b\u59cb\u8457\u624b\u5efa\u7acb\u81ea\u5df1\u7684\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\u5462\uff1f<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"aioseo-1\">\u7b2c 1 \u6b65\uff1a\u4e86\u89e3\u5ba2\u6236\u7684\u9700\u6c42<\/h3>\n\n\n\n<p 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