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人们或许很难理解: 为什么卡西欧公司卖的计算器竟比Kellogg公司的一小盒爆米花还便宜?难道是爆米花比硅片还值钱? 为什么你只需花几分钟的时间,而且勿需填写任何单子就能在Hertz第一金俱乐部租到或送还一汽车,而当你要在希尔顿饭店下榻的话,就得花上至少两三倍的时间来填写姓名、住址和联系电话等等的内容?是不是因为酒店担心你会偷走房间里的什么东西? 为什么联邦快递能准确及时地将包裹在一夜之间送到目的地,而三角洲、美洲和联合航空公司却会常常滞留你的行李?难道他们认为你并不在意吗? 为什么终极服装店总能记住你最后一份订单和你家人的尺码,而美国运通银行却会不断地来说服你加入运通卡的使用行列,即使事实上你早在10年前就已成为该银行的客户?若非运通银行真的不知道你是他们的客户? 为什么你在家庭用品商店买一包价值仅2.7美元的螺丝时总能得到服务员耐心的帮助,而当你要买一台价值2700美元的IBM个人计算机时,却得不到IBM订购服务处的任何建议?难道IBM公司认为不值得在客户服务上花这么多时间吗?
It may be hard to understand why Casio’s calculator is cheaper than Kellogg’s box of popcorn. Is popcorn still worth more than silicon? Why do not you just need to spend a few minutes? Any list can be rented or returned to a car at Hertz First Club, and at least two or three times as many times as you need to stay at a Hilton Hotel to fill in your name, address, contact number, and more Is it because the hotel is worried about what you’re going to steal from your room? Why does FedEx deliver the package overnight exactly and in a timely fashion, with Delta, Americas and United Airlines often bagging your luggage? Do they think you do not care? Why the ultimate clothing store always remembers your last order and your family’s size, and American Express will continue to persuade you to join the Express card, even if in fact you As early as 10 years ago has become the bank’s customers? If not Bank of Communications really do not know you are their customers? Why you buy a pack in the household goods store worth only 2.7 US dollar screw always be waited patiently help, and when you want to buy an IBM personal computer worth 2700 US dollars, but did not get any advice from IBM Ordering Services Do IBM think it is not worth spending on customer service So much time?