What did he do? The next day -- that's right, the next day -- he came back with a replacement valve for the tank. Now that was impressive. His great service didn't end there. He said, "I'll see about getting you a credit for the propane that was lost due to this faulty valve." I thought, Sure, I'll never see that. A week later, I received a notice from the propane company that a credit had been applied to my account in an amount that exceeded any expectation I had.
然后你猜猜他有接下来做了什么事情?第二天,没错,就在第二天,他过来给我更换了一个天燃气阀。真是太惊奇了!不过他的友善并没有止步。他说:"我要确保你的天然气服务得到保障。"我敢保证,我从没遇到这么好的服务。一周后,我收到一封来自天然气公司的通知,上面说明我的天然气管账户已经通过申请信贷,这是超乎我的预期的。
You may be asking, "How can this type of customer listening be used in larger businesses?" Easy! Every business connects with its customers every day. Capturing these interactions and translating what customers are saying as they do business with the company will, in my opinion, prove to be more valuable than all the big data you will ever collect.
也许你会问,"大企业怎么能够像这样听取顾客需求呢?"很简单!时刻与客户保持密切联系。用心留意和解读每一处客户与公司洽谈的细节,就笔者而言, 这比任何收集的数据都有用得多。
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