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生产者与消费者、服务者与服务对象、厂家与用户、商店(饭店)与顾客的关系,是一种正常的矛盾关系。用户或顾客对厂家产品质量和经销者服务水平的满意是相对的,意见和建议是永远存在的,否则,产品的创新和经营艺术的提高就失去了动力。由此看来,用户或顾客的意见和建议是生产者和经营者的潜在的无形财富。怎样充分利用这种无形财富呢?
The relationship between producers and consumers, service providers and service objects, manufacturers and users, shops (restaurants) and customers is a normal contradiction. The satisfaction of the users or customers on the product quality of the manufacturers and the service level of the distributors is relative, opinions and suggestions are always there, otherwise, the innovation of the products and the improvement of the art of operation lose their motivation. From this point of view, the opinions and suggestions of users or customers are potential intangible assets of producers and operators. How to make full use of this intangible wealth?