企业必须着力于培养自己的忠诚客户,使顾客的满意度最大化。而要做到这一点,最有效的方法就是将顾客成本降低为零,即“零顾客成本”。这里的“顾客成本”是指顾客在交易过程中支付的费用和成本的总和,具体可表现为金钱、时间、精力和心理等方面的损耗,主要包括以下几部分:①货币成本。货币成本是顾客支付产品所消耗的一切资源的货币 Businesses must focus on developing their loyal customers and maximizing customer satisfaction. To do this, the most effective way is to reduce customer costs to zero, that is, “zero customer cost.” The “customer cost” here refers to the sum of the fees and costs paid by the customer during the transaction, which can be expressed as the loss in terms of money, time, energy and psychology, etc., and mainly includes the following parts: ① The cost of money. The cost of money is the currency the customer pays for all the resources consumed by the product