三大絕招對抗經(jīng)濟蕭條
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????完全以客戶為中心。大多數(shù)公司甚至都不知道這一點意味著什么。他們對于能從每位客戶身上賺取或損失多少錢毫無概念，往往也不會根據(jù)客戶的需求，為不同的客戶或客戶群提供不同的產(chǎn)品與服務。但一流的公司都會這樣做。 ????其中，亞馬遜（Amazon ）一馬當先，實現(xiàn)了長期以來宣布的目標——成為“地球上最以客戶為中心的公司”，公司股價也在持續(xù)攀升。在另一個完全不同的行業(yè)中，富國銀行（Wells Fargo）自2003年起開始實施以客戶為中心的策略，如今已成為美國最有價值的銀行。沃頓商學院（Wharton）教授彼得?費德指出：“富國銀行的客戶家庭平均擁有5種以上不同的銀行產(chǎn)品，差不多是行業(yè)平均水平的兩倍。” ????這三項策略在當今世界有點格格不入。采用這些策略需要勇氣。別怕。因為它們會奏效的。勇敢些，滿腔熱情地實施這些策略，信心滿滿地面對衰退，保持微笑。 ????譯者：早稻米 |
????They get radically customer-centric.Most companies don't even know what that means. They have no idea how much money they make or lose with each customer, and they don't craft genuinely different offers for different customers or customer segments based on those customers' needs. But top-performing companies do. ????Amazon (AMZN) is the reigning champ, achieving its long-declared goal of being "Earth's most customer-centric company"; the stock just keeps climbing. In a much different industry, Wells Fargo (WFC) has become America's most valuable bank, with a customer-centric strategy since 2003. Wharton professor Peter Fader notes that "the average Wells Fargo household has over five different bank products, roughly twice the industry average." ????These three strategies are a bit contrarian in today's world. Following them demands courage. Fear not. They work. Be brave, adopt them with enthusiasm, march confidently into the gloom, and smile. |
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