顾客对于企业的重要性不言而喻,是企业最有价值的资产。只有留住现有顾客并找到新顾客,企业才能生存和发展。是否“以顾客为关注焦点”一度被认为是同行业中企业是否具有竞争优势的唯一区别。但是顾客的实际体验是什么?顾客到底是怎样被善待的?顾客是否被有意或无意地当成无关紧要的事,或者在企业考虑了其他重要事情之后才考虑的?。 The importance of customers for the company is self-evident, is the most valuable assets of the enterprise. Only by retaining existing customers and finding new customers can enterprises survive and develop. Whether “customer-focused” was once considered the only difference between companies in the industry that have competitive advantage. But what is the actual experience of the customer? How are the customers treated well? Are the customers intentionally or unintentionally considered to be insignificant or considered after the business considers other important things?