几十年来,这个问题就像“我是谁?我从哪里来?我到哪里去?”一样,成为商业世界中的管理学家、企业领袖、经理人、经济学家,甚至心理学家和IT技术专家们绞尽脑汁思考的问题。这是一个在企业经营过程中总是最先被提及,却最晚被实现的问题;这是一个每经过一次讨论,就会交错重生出更多新问题的问题—因为顾客服务的对象是人,而人的感受是最难被定义、被划分和被感知的。 For decades, this question has become like a management thinker, business leader, manager, economist, or even psychology in the business world, like “Who am I? Where do I come from? Where do I go?” Home and IT technical experts racked their brains thinking. This is a problem that is always the first to be mentioned in business operations, but the latest one is realized. This is a question that will be interlaced after every discussion to regenerate more new problems because customer service targets People, and human feelings are the most difficult to be defined, divided and perceived.