仅仅在产品功能上满足客户需求已经难以让客户感到开心,在客户体验上超出他们的期望才是创造忠诚客户的王道。在欧洲旅行时去餐厅吃饭,我发现餐厅主人总是亲自迎接客人,聊些家常,赞美客人的服饰,给人宾至如归的感觉。他们的菜肴量不大却十分精致,漂亮的盘子上还会用生菜和花朵做一些装饰,让食物看起来非常诱人,吊足了顾客胃口。中国餐厅的做法却非常不同,客人到达时,服务员会站成 Merely meeting customers’ needs in product functionality has made it hard for customers to be happy, and exceeding their expectations in customer experience is a recipe for creating loyal customers. When I was in Europe traveling to the restaurant for dinner, I found that the owner of the restaurant always welcomed the guests personally, chatted about the homeliness, praised the guests’ clothing, and made people feel at home. Their small amount of dishes is very delicate, beautiful plate will be made with lettuce and flowers to make some decoration, so that food looks very attractive, hanging enough to satisfy customers appetite. Chinese restaurant practices are very different, guests arrive, the waiter will stand