Qhov Tseem Ceeb Qhov Sib Txawv - Cov Neeg Siv Khoom Centric vs Cov Neeg Siv Khoom Muag
Qhov sib txawv tseem ceeb ntawm cov neeg siv khoom nruab nrab thiab cov neeg siv khoom tsom yog cov neeg siv khoom nruab nrab cov koom haum ua haujlwm los ntawm kev tsom mus rau lawv cov kev lag luam rau cov neeg siv khoom lub neej los ntawm kev muab ntau yam khoom uas lawv xav tau nyob rau hauv ntau theem ntawm lub neej thaum cov neeg siv khoom tsom cov koom haum ua haujlwm nrog kev taw qhia muaj zog rau kev pabcuam cov neeg siv khoom xav tau. Cov neeg siv khoom yog qhov tseem ceeb tshaj plaws ntawm lub koom haum, thiab khaws cov neeg siv khoom tau dhau los ua qhov nyuaj heev nrog kev nce hauv kev sib tw. Yog li, nws yog ib qho tseem ceeb uas yuav tsum tau siv sij hawm txaus thiab cov peev txheej los xyuas kom meej tias lub koom haum tau nruab nrog cov neeg siv khoom muaj zog.
Tus neeg siv khoom yog dab tsi?
Cov neeg siv khoom nruab nrab cov koom haum ua haujlwm los ntawm kev tsom mus rau lawv txoj kev lag luam rau cov neeg siv khoom lub neej muaj txiaj ntsig los ntawm kev muab ntau yam khoom uas lawv xav tau hauv ntau theem ntawm lub neej. Ntawm no, lub hom phiaj yog kom tau txais cov neeg siv khoom los ntawm kev siv zog ua lag luam thiab txuas ntxiv muab cov khoom sib txawv rau lub sijhawm ntev heev. Cov txiaj ntsig tau txais thaum pib ntawm lub neej voj voog yuav qis dua thiab cov tuam txhab lag luam tseem tuaj yeem ua rau poob. Txawm li cas los xij, lub hom phiaj yuav yog los npog cov kev poob no vim tias kev sib raug zoo nrog cov neeg siv khoom tau zoo dhau sijhawm. Cov tuam txhab lag luam centric yeej ib txwm sim xyuas seb yam khoom twg uas lawv tuaj yeem muab rau lawv cov neeg siv khoom.
E.g. HSBC muaj ntau yam khoom raws li daim duab hauv qab no rau nws cov neeg siv khoom thiab lawv sim kom tau cov neeg siv khoom thaum tseem hluas xws li 11-15 xyoo los ntawm lawv cov nyiaj ntsuab nyob. Lawv muab ntau cov nyiaj qiv, feem ntau nrog cov paj laum qis mus txog rau qee qhov taw tes hauv lub neej voj voog thiab maj mam nce cov paj laum nrog hom qiv nyiaj muaj nyob rau tom kawg ntawm lub neej voj voog. Li no, lawv tsom los tsim kom muaj kev sib raug zoo nrog cov neeg siv khoom.
Daim duab 1: Tus neeg siv khoom lub neej tus nqi
Tsom ntsoov rau tag nrho qhov zoo ntawm cov khoom lossis cov kev pabcuam muab nyob rau hauv qhov chaw ntawm cov neeg siv khoom centric cov koom haum txij li cov neeg siv khoom yuav tsum txaus siab rau lub sijhawm ntev. Hauv cov tuam txhab neeg siv khoom lag luam, kev sib raug zoo ntawm cov neeg siv khoom thiab lub tuam txhab tsis txwv rau qee qhov kev hloov pauv; Yog li, yuav tsum tau siv zog ntxiv los txhawb cov neeg siv khoom txaus siab.
Cov neeg siv khoom tsom xam yog dab tsi?
Cov koom haum tsom rau cov neeg siv khoom lag luam nrog kev taw qhia muaj zog rau kev pab cov neeg siv khoom xav tau. Qhov no tsis yog lub tswv yim tshiab thiab txhua lub lag luam tseem tab tom sim ua kom cov neeg siv khoom tsom mus rau kom tau txais txiaj ntsig ntau dua. Kev tsom mus rau cov neeg siv khoom zoo tau raug pov thawj tias yog ib tus neeg muaj zog rau kev vam meej tag nrho ntawm lub tuam txhab uas qee lub tuam txhab tau ua tiav cov txiaj ntsig zoo.
E.g. Ritz Carlton muaj lub koob npe nrov zoo li cov neeg siv khoom tshwj xeeb hauv tsev so thiab lawv muab kev pabcuam customized rau txhua tus qhua. Ib qho ntawm nws txoj cai tso cai rau txhua tus neeg ua haujlwm siv nyiaj txog $ 2,000 kom ua rau ib tus qhua txaus siab.
Daim duab 02: Ritz Carlton tsev so
yam ntxwv ntawm cov neeg siv khoom tsom mus rau cov koom haum
Nruam tsom rau cov neeg siv khoom tawm tswv yim
Cov tuam txhab tsom mus rau cov neeg siv khoom ib txwm sim nug cov lus nug, "Peb tuaj yeem muab dab tsi ntxiv rau peb cov neeg siv khoom?". Yog li, cov neeg siv khoom tawm tswv yim ua lub luag haujlwm tseem ceeb hauv cov neeg siv khoom tsom mus rau kev lag luam. Kev tawm tswv yim tsis tu ncua pab cov tuam txhab kom ua tau zoo hauv cov khoom uas xav tau los ntawm cov neeg siv khoom.
nqis peev rau cov neeg ua haujlwm
Yuav kom xa cov kev pabcuam zoo rau cov neeg siv khoom, tib neeg peev ntawm lub koomhaum yuav tsum muaj kev txhawb siab txaus los ntawm kev muab khoom plig txhawm rau khaws lawv. Qhov no tshwj xeeb yog qhov tseem ceeb hauv cov koom haum kev pabcuam xws li kev kho mob, tsev so, thiab kev lag luam ncig tebchaws.
Kev tsom mus rau kev txhim kho kev lag luam
Tus nqi ntawm kev ua haujlwm yuav tsum tau tswj kom muab cov khoom ntawm tus nqi zoo rau cov neeg siv khoom. Txhawm rau ua qhov no, lub tuam txhab yuav tsum tswj xyuas cov haujlwm los ntawm kev txo cov khib nyiab.
Qhov txawv ntawm Cov Neeg Siv Khoom thiab Cov Neeg Siv Khoom Taw Qhia yog dab tsi?
Tus Neeg Cuam Tshuam vs Cov Neeg Siv Khoom |
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| Cov neeg siv khoom nruab nrab cov koom haum ua haujlwm los ntawm kev tsom mus rau lawv txoj kev lag luam rau cov neeg siv khoom lub neej muaj txiaj ntsig los ntawm kev muab ntau yam khoom uas lawv xav tau hauv ntau theem ntawm lub neej. | Cov koom haum tsom rau cov neeg siv khoom lag luam nrog kev taw qhia muaj zog rau kev pabcuam cov neeg siv khoom xav tau. |
| Nature | |
| Cov neeg siv khoom centric koom haum muab ntau yam khoom lag luam thoob plaws lub neej ntawm cov neeg siv khoom. | Cov neeg siv khoom tsom mus rau lub koom haum muab ib zaug lossis tsawg tus lej ntawm cov khoom hauv lub neej ntawm cov neeg siv khoom. |
| sijhawm | |
| Cov neeg siv khoom nruab nrab yog tsom mus ntev | Cov neeg siv khoom tsom yog lub sijhawm luv luv. |
Summary – Customer Centric vs Customer Focused
Qhov sib txawv ntawm cov neeg siv khoom nruab nrab thiab cov neeg siv khoom tsom feem ntau yog nyob ntawm seb lub tuam txhab puas xav tsim kev sib raug zoo nrog cov neeg siv khoom (cov neeg siv khoom) lossis kev sib raug zoo nrog cov neeg siv khoom los ntawm kev txhim kho cov khoom (cov neeg siv khoom tsom). Txawm hais tias txhua lub tuam txhab yog cov neeg siv khoom tsom mus rau ntau qib, nws yuav tsum raug sau tseg tias yog cov neeg siv khoom nruab nrab yuav tsum muaj peev txheej hnyav kom tau txais cov neeg siv khoom thaum pib ntawm lub neej, yog li tsuas yog cov koom haum nyiaj txiag muaj peev xwm ua raws li cov tswv yim zoo li no.
