A survey of Customer experience (i)

Talking about the customer experience, I have a process of understanding it. 211.html "> felt it was empty, and it was synonymous with ' customer first ', ' Customer is God ', ' customer is a food and clothing parent ' slogan. The real insight into the customer experience was the two years in which Amazon was in charge of its global supply chain (2004-2006), especially with Amazon founder Jeff Bezos, who visited several of our U.S. and European Order fulfillment centers (fulfillment Center) Listen to his interpretation of his experience of the customer after my understanding of the sublimation.

The most that you hear when working in Amazon is two words: Customer experience and http://www.aliyun.com/zixun/aggregation/16945.html ">scalability," the conference talks. The latter is scalability, that is, how to build an infinitely scalable business model, how to replace labor with automated systems and facilities, how to develop a complete process for replication, and so on. Bezos denies that a common maxim of business creativity is "that doesn't ' t scale!" One year all employees get a souvenir--a flickering inside some of the Amazon famous orb in this sentence, this orb must still be in my move has not opened a carton, I hope to find. The former is the customer experience I want to reasearchers below.

Customer experience on the one hand is a very real, can be refined, measurable, can be improved, can be specific to each job position concept. On the other hand, it is a broad, and the pursuit of the perfect customer experience can be endless, only better without the best. It is a comprehensive consideration that covers the entire process of customer use of goods and services. The following examples illustrate.

First cited Bezos commonly used several examples, no picture, can only rely on memory:

A a stop sign is found on an island in South America, perhaps for greening reasons, the logo is green above the white ' Stop '. The result is often an accident, because red stop Green Line is international practice and people's habits.

b Many doors are equipped with a handle, people naturally to pull, the results found that the wrong should be pushed, carefully look at the original side wrote a word ' push '. The hand is used to pull, should not use words to explain. The doors needed to be pushed were not fitted with any handles, so that people had no choice but to push.

c I am in the Amazon office of the building of the elevator around there are two identical and symmetrical round lights, lift up when the left light on, down when the right light. How can the elevator passengers know the left to represent the upper right? The simple solution is to put the lights up and down, or the lights up and down arrows, without the need for customers to guess and make mistakes.

D A person with a disability for hand special scissors to solve their hands inconvenient, but its hard plastic system of outsourcing to a strong, normal people are difficult to open, can only let the disabled exclaiming.

E Las Vegas of an upscale hotel in order to highlight its grade, Bath in the shampoo, hair care, bathing, the name of the lotion is not commonly used shampoo, conditioner, body wash, lotion, but their own hotel made the fancy name. Most of the customers went into the bathing room only to find out, and then the phone to the front desk to ask.

After that, I paid special attention to the impact of the customer experience in my work and life. In particular, I found more vivid examples in the years since I started shop 1th. It's too late for the next episode.