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新實踐:提高透明度能鞏固客戶忠誠度

新實踐:提高透明度能鞏固客戶忠誠度

John Hagel III and John Seely Brown 2014年04月08日
實踐證明,商家主動披露自己的弱點,坦誠地暴露自己產品和服務中存在的問題,同時邀請顧客、供應商、合作伙伴等各方面積極參與,共同尋找解決方案,這種打破傳統的透明做法能夠有效地提高客戶的忠誠度,實現多贏。

????目前,科技使各家公司不僅可以擴大、縮小自己數據與問題可見性的深度和廣度,還能決定其他人的參與程度。

????暴露自己的弱點,同時公開習慣上會向客戶、合作伙伴和投資人隱瞞的信息,討論他們一直在努力應對卻始終無法解決的問題,借此,公司將可以和各方(通常會保持一定距離),甚至在同一公司內的不同部門之間,建立起更深入的關系。通過這種主動的信息披露,公司可以了解他們尚未意識到的問題,同時獲得幫助,進而解決這些問題。

????這正是零時差計劃(Zero Day Initiative,ZDI)的初衷。零時差計劃于2005年啟動,由惠普公司(Hewlett-Packard)運營。世界各地的安全研究人員,只要他們能夠發現并且負責任地披露企業軟件的漏洞,就會獲得這項計劃提供的獎勵。這項計劃不會隱瞞漏洞,也不會對獨立黑客施壓,所有主要軟件供應商將他們的產品暴露給參與該計劃的“紅客”和安全專家,并從中獲益。

????要想了解透明的價值,公司必須思考以下問題:如果其他人知道了我的計劃,訪問了我的數據,他們能做到哪些之前無法做到的事情?通過披露我的數據,我能從中得到哪些之前無法得到的好處或價值?

????透明能促進創新——比如美國國防部高級研究計劃局(DARPA)最近宣布公開DARPA源代碼的做法。在一份公開聲明中,DARPA項目經理克里斯?懷特解釋,將DARPA資助項目的源代碼和數據訪問權放開會“讓更多專家可以幫助政府快速開發相關軟件。”雖然現在還無法預測這項舉措的效果,但可能利用這個數據寶庫開發的商業應用已經成為互聯網上的熱門話題,這一點從理論上證明,透明將使所有各方從中受益。

????再回到Uber的例子。Uber對游戲規則非常清楚。如果一名參與者知道更多信息之后的做法,能夠讓他們自己和生態系統中的其他人受益,此時,保持透明便顯得更為關鍵。(財富中文網)

????本文作者約翰?哈格爾三世是德勤咨詢公司的董事,同時也是硅谷德勤創新領先中心聯合主席。本文約翰?希利?布朗是德勤創新領先中心獨立聯合主席。

????譯者:劉進龍/汪皓

????

????Now, technology allows companies to scale both the depth and breadth of visibility to their data and issues and also scale the level of participation from others.

????By becoming vulnerable, opening up what companies traditionally hide from customers, partners and investors, and talking about the issues they have struggled with and haven't been able to solve, companies can develop deeper relationships with those often kept at arm's length, even other groups within the same company. Through this exposure, the company can learn about problems they don't know they have and get help solving those issues.

????That's the premise behind the Zero Day Initiative (ZDI), a program run by Hewlett-Packard (HPQ) and launched in 2005 that rewards security researchers from around the globe for identifying and responsibly disclosing enterprise software vulnerabilities. Rather than hide vulnerabilities and clamp down on independent hackers, all the major software vendors benefit from exposing their products to the deep community of white hat hackers and security specialists that participate in the program.

????To understand the value of transparency, companies have to ask the question: What was someone able to do as a result of knowing my plans and accessing my data that they couldn't have done otherwise? What benefit or value did I get as a result of exposing my data that I wouldn't have been able to get otherwise?

????Transparency allows for innovation -- consider the recently announced release of DARPA source code. In a public statement, DARPA program manager Chris White explained that opening up access to the source code and data from DARPA-funded projects would "increase the number of experts who can help quickly develop relevant software for the government." While it is too early to know what the results will be, the Internet was buzzing over the potential commercial applications to be built on this "treasure trove" of data, in theory a case of transparency benefitting all parties.

????And returning to our Uber example, it isn't just knowing the rules of the game. Transparency matters when a participant is able to act, to the benefit of themselves and others in the ecosystem, as a result of knowing the bigger picture.

????John Hagel III, director in Deloitte Consulting LLP, is the co-chairman of the Deloitte Center for the Edge based in Silicon Valley. John Seely Brown is the independent co-chairman of the Deloitte Center for the Edge.

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