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道理很简单 看起来，改变一项简简单单的举措就能将负面“高峰”体验转变为积极体验。AT&T店员也经常将顾客送到门口并握手道别，在结尾时刻有意营造积极的体验。 不妨看看你有意无意创造的不同客户体验？在体验中有积极的“高峰”吗？花时间在“结尾”营造积极的体验了吗？ 无需改变基本产品或服务就可以显著改变客户看法（并推动期望的行为），这种可能性真实存在。只需注意在每位客户的体验中有意创造积极的时刻，你就可以改变客户的印象。 这样，你将可以留住顾客更长时间，吸引顾客购买更多产品。这不正是你想要的吗？ 译者：早稻米 |
It’s Not Rocket Science It seems that changing a simple policy turned what could be a negative “Peak” into a positive one. AT&T employees also typically will walk a customer to the door and shake hands at the end of the interaction, creating a very deliberate, positive moment at the end of the experience for the company. Take a look at the different customer experiences you are creating – intentionally or not. Is there a deliberate, positive “Peak” in the experience? Have you taken the time to create a positive moment at the “End”? There is a real opportunity to dramatically change your customer’s perception (and drive the behavior you want), without changing your fundamental product or service. Just pay attention and create intentional positive moments within each individual experience and you can transform how your customers think about you. Your customers will stay longer, and buy more. Isn’t that what you want? |
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