管理客户体验（Manage customer experience）.docVIP

管理客户体验（Manage customer experience） In recent years, the customer experience has become a very commonly used word, but as innovation and design, in fact it is difficult to give it you find a recognized by the clear definition, even though many enterprises will improve the customer experience as a differentiated competitive advantage. But how can we improve upon the definition of something that is not clearly defined? This article is the first in a series of articles on customer experience -- well discuss what the customer experience contains and how to build, treat, and improve the customer experience. For years, people have been trying to define the customer experience. Sometimes it is defined as a digital experience and interaction, such as through a network or smartphone. Also, the customer experience focuses on retail or customer service, or the speed at which the call center solves the problem. To real long-term success, you need to include the contents of these and more definition of customer experience: it is a customer to interact with your company and brand, this kind of interaction is not happen in a certain time, but from beginning to end throughout the transaction process. Zipcars customer experience Zipcar, founded in 2000, is the largest car rental company in the United States. In such a company, people can rent a car by the hour, mostly to do something locally, so that they dont have to buy a car and spend most of their time lying idle. The car rental service originated in Europe, and when it was introduced to the United States, it was too much trouble for people to buy it, and only a determined environmentalist would buy it. However, by reimagining the whole process of customer experience, Zipcar has developed car rental into a mainstream business and contributed to environmental protection. For Zipcar, the experiences of potential customers and existing customers begin with the site. People can learn about the rental service on the Internet, register