创新从客户角度出发（Innovation from the customers point of view）.docVIP

创新从客户角度出发（Innovation from the customers point of view） The customer experience as a differentiating factor of the enterprise, will not allow any obstacles to stop their innovation, instead, they will bring innovative customer experience as the core values, and in order to build customer loyalty. Although the worlds largest retail companies decoration Home Depot (Home Depot) in the second quarter of 2006 sales growth of nearly 17% over the same period in 2005, operating profit growth of nearly 5%, company executives still on the company in 2006 third, the fourth quarter performance was not optimistic. In 2004, former home depot CEO Robert Naderi (Robert Nardelli) in an interview with reporters had described his strategic thought: now our company is a retail store, trapped in a normal operating mode, can not go to innovation. We have to promise consumers what they want, not what they already have. In order to realize this strategy is only in 2006, the home depot has invested 3. 500 million dollars creatively provide orange experience for consumers: recruit more staff for customer service, more comfortable store environment, the establishment of self checkout, re arrangement and reorganization of the retail sector, and reward the passion for customer service staff. In addition to home depot, DELL (DELL) also through the implementation of the DELL 2. 0, to reform and innovate, it proposes a strategy to improve customer experience, including products, services, and technical support programs. Customers are at the heart of DELLs innovation process. Six Sigma success did not allow the Ge Corp (GE) does not stop before, in the maintenance of customer relations, build customer loyalty, Ge Corp proposed an innovative CENCOR scheme, namely the standard, research, innovation, organization and feedback. These companies see the strategic importance of building customer loyalty and improving customer buying experience. Continuous innovation Customer loyalty is not established perm