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那些在影响顾客情感方面表现优异的品牌,其顾客忠诚度会比其他品牌高60%。它们是如何做到的?能够提供最佳顾客体验的公司往往是服务型公司,例如迪士尼和丽思卡尔顿酒店。它们的业务模式使它们必须面对面地与顾客打交道,公司财富的增减,取决于是否能提供富有吸引力的顾客体验——就像星巴克几年前发现的那样。但是大多数产品型公司,特别是那些不直接向最终顾客销售产品的公司,不是特别重视顾客体验。
Brands that perform well in influencing customer sentiment have a 60% higher customer loyalty than other brands. How do they do? Companies that offer the best customer experience tend to be service companies such as Disney and The Ritz-Carlton. Their business model places them face-to-face with customers, and corporate wealth increases and decreases, depending on whether it offers an attractive customer experience - as Starbucks discovered a few years ago. However, most product-based companies, especially those that do not sell directly to the end customer, do not place a special emphasis on customer experience.