{"id":60261,"date":"2018-09-19T15:23:58","date_gmt":"2018-09-19T07:23:58","guid":{"rendered":"http:\/\/uxren.cn\/?p=60261"},"modified":"2019-02-13T14:41:47","modified_gmt":"2019-02-13T06:41:47","slug":"20%e4%b8%aa%e8%a1%8c%e4%b8%9a%ef%bc%8c318%e5%ae%b6%e5%85%ac%e5%8f%b8%ef%bc%8c10000%e5%90%8d%e6%b6%88%e8%b4%b9%e8%80%85%e5%91%8a%e8%af%89%e6%88%91%e4%bb%ac%ef%bc%9a%e7%94%a8%e6%88%b7%e4%bd%93%e9%aa%8c","status":"publish","type":"post","link":"https:\/\/www.uxren.cn\/?p=60261","title":{"rendered":"20\u4e2a\u884c\u4e1a\uff0c318\u5bb6\u516c\u53f8\uff0c10000\u540d\u6d88\u8d39\u8005\u544a\u8bc9\u6211\u4eec\uff1a\u7528\u6237\u4f53\u9a8c\u7684\u5546\u4e1a\u4ef7\u503c\u5230\u5e95\u662f\u591a\u5c11\uff1f"},"content":{"rendered":"<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-60265\" src=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-00.jpg\" alt=\"\" width=\"1024\" height=\"580\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-00.jpg 1024w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-00-300x170.jpg 300w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-00-768x435.jpg 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>\u4f5c\u8005\uff1a\u5218\u80dc\u5f3a<\/p>\n<p>&nbsp;<\/p>\n<p>\u201c\u4f53\u9a8c\u201d\u8fd9\u4e2a\u8bcd\u5f53\u4e0b\u867d\u7136\u7099\u624b\u53ef\u70ed\uff0c\u4f46\u5728\u56fd\u5185\u80fd\u628a\u4f53\u9a8c\u843d\u5b9e\u5230\u884c\u52a8\u4e0a\u7684\u4f01\u4e1a\uff0c\u5c11\u4e4b\u53c8\u5c11\uff1b\u5373\u4f7f\u5728\u88ab\u79f0\u4f5c\u7528\u6237\u4f53\u9a8c\u5148\u884c\u8005\u7684\u4e92\u8054\u7f51\u884c\u4e1a\uff0c\u7528\u6237\u4f53\u9a8c\u90e8\u95e8\u5728\u5185\u90e8\u7684\u771f\u5b9e\u5f71\u54cd\u529b\uff0c\u4e5f\u5e76\u4e0d\u50cf\u8868\u9762\u4e0a\u770b\u8d77\u6765\u90a3\u4e48\u5927\u3002\u4e00\u4e2a\u91cd\u8981\u539f\u56e0\uff0c\u662f\u4f53\u9a8c\u672c\u8eab\u8fd8\u6ca1\u6709\u5f88\u663e\u6027\u5730\u8bc1\u660e\u8fc7\u81ea\u5df1\u7684\u5546\u4e1a\u4ef7\u503c\uff0c\u4e5f\u5c31\u662f\u4f53\u9a8c\u7684\u6295\u8d44\u56de\u62a5\u7387\u662f\u591a\u5c11\uff01\u4f8b\u5982\u4f53\u9a8c\u80fd\u5e26\u6765\u591a\u5c11\u6536\u5165\u3001\u63d0\u5347\u591a\u5c11\u8f6c\u5316\u7387\u3001\u964d\u4f4e\u591a\u5c11\u6d41\u5931\u7387\u7b49\u7b49\u3002\u4e0d\u80fd\u975e\u5e38\u660e\u786e\u5730\u56de\u7b54\u8fd9\u4e2a\u95ee\u9898\uff0c\u4f53\u9a8c\u5c31\u59cb\u7ec8\u4e0d\u4f1a\u4e0a\u5347\u5230\u4f01\u4e1a\u6218\u7565\u5c42\u9762\uff0c\u6210\u4e3a\u4f01\u4e1a\u771f\u6b63\u7684\u9a71\u52a8\u529b\uff0c\u800c\u53ea\u80fd\u4f5c\u4e3a\u4e00\u4e2a\u4f20\u64ad\u548c\u8425\u9500\u5671\u5934\u3002<\/p>\n<p>\u5173\u4e8e\u4f53\u9a8c\u7684\u6295\u8d44\u56de\u62a5\u7387\uff0c\u5728\u56fd\u5916\u7684\u4f53\u9a8c\u754c\uff0c\u867d\u7136\u6709\u5f88\u591a\u7814\u7a76\u4eba\u5458\u7ed9\u51fa\u8fc7\u4e00\u4e9b\u5b9e\u8bc1\u6570\u636e\uff0c\u4f46\u957f\u671f\u4ee5\u6765\u4e00\u76f4\u4f53\u7cfb\u5316\u7814\u7a76\u4f53\u9a8c\u5546\u4e1a\u4ef7\u503c\u7684\u516c\u53f8\u6709\u4e24\u5bb6\uff1aTemkin\u548cForrester\u3002Temkin\u7684\u521b\u59cb\u4ebaBruce Temkin\uff0c\u5728\u4e1a\u5185\u88ab\u79f0\u4e3a\u4f53\u9a8c\u68a6\u60f3\u5bb6\uff1bForrester\u7684\u4f53\u9a8c\u7814\u7a76\u8d1f\u8d23\u4ebaHarley Manning\uff0c\u5219\u662f\u7545\u9500\u4e66\u300a\u4f53\u9a8c\u4e3a\u738b Outside In\u300b\u7684\u4f5c\u8005\u3002\u8fd9\u4e24\u5bb6\u516c\u53f8\u6bcf1-2\u5e74\u4f1a\u5206\u522b\u53d1\u5e03\u540d\u4e3a\u300aROI Of Ccustomer Experience\u300b\uff08Temkin\uff09\u548c\u300aThe Business Impact Of Investing In Customer Experience\u300b\uff08Forrester\uff09\u7684\u4e13\u9898\u62a5\u544a\uff0c\u7814\u7a76\u4f53\u9a8c\u7684\u6295\u8d44\u56de\u62a5\u7387\u3002<\/p>\n<p>\u867d\u7136\u4e24\u5bb6\u7814\u7a76\u7684\u90fd\u662f\u4f53\u9a8c\u7684\u6295\u8d44\u56de\u62a5\u7387\uff0c\u4f46\u4e24\u8005\u7684\u65b9\u6cd5\u5dee\u5f02\u8f83\u5927\uff1a<\/p>\n<ul>\n<li>Temkin\u901a\u8fc7\u5bf9\u6d88\u8d39\u8005\u7684\u76f4\u63a5\u8c03\u67e5\uff0c\u6d4b\u7b97\u6bcf\u4e2a\u884c\u4e1a\u7684\u5ba2\u6237\u4f53\u9a8c\u5f97\u5206\uff08TxR\uff09\uff0c\u8c03\u67e5\u6d88\u8d39\u8005\u7684\u91cd\u590d\u8d2d\u4e70\u610f\u613f\u3001\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\uff0c\u8ba1\u7b97\u5ba2\u6237\u4f53\u9a8c\u5f97\u5206\u4e0e\u91cd\u590d\u8d2d\u4e70\u610f\u613f\u4e4b\u95f4\u7684\u76f8\u5173\u6027\uff0c\u4ee5\u53ca\u4f53\u9a8c\u5f97\u5206\u63d0\u5347\u540e\u5e26\u6765\u7684\u6536\u5165\u589e\u957f\u3002<\/li>\n<li>\u4e0eTemkin\u8c03\u67e5\u5916\u90e8\u6d88\u8d39\u8005\u4e0d\u540c\uff0cForreseter\u4e3b\u8981\u901a\u8fc7\u8c03\u67e5\u4f01\u4e1a\u5185\u90e8\u4eba\u5458\uff0c\u5305\u62ec\u8425\u9500\u3001\u4f53\u9a8c\u3001\u5206\u6790\u7b49\u5404\u65b9\u9762\u7684\u7ba1\u7406\u8005\uff0c\u83b7\u53d6\u4f01\u4e1a\u7684\u6536\u5165\u589e\u957f\u3001\u4f53\u9a8c\u6295\u8d44\u7b49\u6570\u636e\uff0c\u5e76\u7ed3\u5408Forrester\u7684\u5176\u4ed6\u7814\u7a76\u6570\u636e\uff08\u4f8b\u5982\u5ba2\u6237\u4f53\u9a8c\u6307\u6570\u3001\u5458\u5de5\u6ee1\u610f\u5ea6\u7b49\uff09\uff0c\u5bf9\u6bd4\u5206\u6790\u4f53\u9a8c\u9a71\u52a8\u4f01\u4e1a\uff08EDBs\uff09\u548c\u5176\u4ed6\u4f01\u4e1a\u5728\u5404\u4e2a\u5546\u4e1a\u6307\u6807\u4e0a\u7684\u8868\u73b0\uff0c\u6765\u8861\u91cf\u4f53\u9a8c\u5e26\u6765\u7684\u4ef7\u503c\u3002<\/li>\n<\/ul>\n<p>2018\u5e747\u6708\uff0cForrester\u8054\u5408Adobe\u516c\u53f8\uff0c\u53d1\u5e03\u4e86\u6700\u65b0\u7684\u4f53\u9a8c\u6295\u8d44\u56de\u62a5\u7814\u7a76\u62a5\u544a\uff1a\u300aThe Business Impact Of Investing In Customer Experience\u300b\uff1bTemkin\u57282018\u5e748\u6708\u53d1\u5e03\u4e86\u6700\u65b0\u7684\u4f53\u9a8c\u6295\u8d44\u56de\u62a5\u7814\u7a76\u62a5\u544a\u300aROI Of Customer Experience\u300b\u3002\u63a5\u4e0b\u6765\u672c\u6587\u5c06\u5148\u89e3\u8bfbTemkin\u7684\u6700\u65b0\u62a5\u544a\uff0cForrester\u7684\u62a5\u544a\u66f4\u4e30\u5bcc\u548c\u590d\u6742\uff0c\u5c06\u5728\u4e0b\u4e00\u7bc7\u89e3\u8bfb\u3002<\/p>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #3366ff;\">2018\u5e74\u4e3b\u8981\u7ed3\u8bba<\/span><\/h4>\n<p>Temkin\u6536\u96c6\u4e8610000\u540d\u6d88\u8d39\u8005\u7684\u8c03\u67e5\u548c\u53cd\u9988\u6570\u636e\uff0c\u83b7\u5f97\u4e86\u6d88\u8d39\u8005\u5bf920\u4e2a\u884c\u4e1a\u7684318\u5bb6\u516c\u53f8\u7684\u4f53\u9a8c\u5f97\u5206\uff08TxR\uff09\u3001\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u3001\u5fe0\u8bda\u5ea6\uff08\u91cd\u590d\u8d2d\u4e70\u610f\u613f\uff09\uff0c\u6d4b\u7b97\u4e86\u4f53\u9a8c\u5f97\u5206\u4e0e\u5fe0\u8bda\u5ea6\u4e4b\u95f4\u7684\u5173\u7cfb\uff0c\u4ee5\u53ca\u4f53\u9a8c\u63d0\u5347\u5e26\u6765\u7684\u6536\u5165\u589e\u957f\uff0c\u4e3b\u8981\u7684\u7ed3\u8bba\u5982\u4e0b\uff1a<\/p>\n<ol>\n<li><span style=\"color: #3366ff;\"><strong>\u5ba2\u6237\u4f53\u9a8c\u4e0e\u5fe0\u8bda\u5ea6\uff08\u6d88\u8d39\u8005\u91cd\u590d\u8d2d\u4e70\u610f\u613f\uff09\u4e4b\u95f4\u7684\u6b63\u76f8\u5173\u6027\u975e\u5e38\u9ad8\uff0c\u4e8c\u8005\u7684Pearson\u76f8\u5173\u7cfb\u6570R=0.82\u3002<\/strong><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><strong>\u4e0e\u5ba2\u6237\u4f53\u9a8c\u975e\u5e38\u7cdf\u7cd5\uff08Very Poor\uff09\u7684\u516c\u53f8\u76f8\u6bd4\uff0c\u4f53\u9a8c\u975e\u5e38\u597d\uff08Very Good\uff09\u7684\u516c\u53f8\u5ba2\u6237\u51c0\u63a8\u8350\u503c\u8981\u9ad8\u51fa21\u5206\u3002<\/strong><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><strong>\u5f53\u5ba2\u6237\u4f53\u9a8c\u4ece\u4e00\u822c\uff08Modest\uff09\u63d0\u5347\u5230\u8f83\u597d\uff08Good\uff09\u65f6\uff0c\u4e00\u4e2a\u5e74\u6536\u5165\u4e3a10\u4ebf\u7f8e\u5143\u7684\u516c\u53f8\u672a\u67653\u5e74\u80fd\u5e73\u5747\u589e\u52a07.75\u4ebf\u7f8e\u5143\u3002<\/strong><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><strong>\u5ba2\u6237\u4f53\u9a8c\u7531\u6210\u529f\u7387\uff08Sucess\uff09\u3001\u96be\u6613\u7a0b\u5ea6\uff08Effort\uff09\u548c\u60c5\u611f\uff08Emotion\uff09\u6784\u6210\uff0c\u5176\u4e2d\u60c5\u611f\u5bf9\u5fe0\u8bda\u5ea6\u7684\u4fc3\u8fdb\u6700\u663e\u8457<\/strong><\/span>\u3002<\/li>\n<\/ol>\n<p><em>\u8bf4\u660e\uff1aPearson\u76f8\u5173\u7cfb\u6570R\u7528\u6765\u8861\u91cf\u4e24\u4e2a\u53d8\u91cf\u4e4b\u95f4\u7684\u76f8\u5173\u6027\uff0c\u53d6\u503c\u8303\u56f4\u4ece-1\u52301\u4e4b\u95f4\uff0c\u7edd\u5bf9\u503c\u8d8a\u5927\uff0c\u76f8\u5173\u6027\u8d8a\u5f3a\uff0c-1\u4ee3\u8868\u5b8c\u5168\u8d1f\u76f8\u5173\uff0c1\u4ee3\u8868\u5b8c\u5168\u6b63\u76f8\u5173\uff0c0\u8868\u793a\u5b8c\u5168\u4e0d\u76f8\u5173\u3002<\/em><\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-60262\" src=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-01.jpg\" alt=\"\" width=\"594\" height=\"808\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-01.jpg 594w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-01-221x300.jpg 221w\" sizes=\"(max-width: 594px) 100vw, 594px\" \/><\/p>\n<p><em>\u56fe1\uff1a2018\u5e74\u5ba2\u6237\u4f53\u9a8c\u4e0e\u5fe0\u8bda\u5ea6\u76f8\u5173\u6027<\/em><\/p>\n<p>\u8bf4\u660e\uff1aX\u8f74\u4e3a\u5ba2\u6237\u4f53\u9a8c\u5f97\u5206\u51cf\u53bb\u5e73\u5747\u503c\uff08TxR\uff09,Y\u8f74\u4e3a\u6d88\u8d39\u8005\u91cd\u590d\u8d2d\u4e70\u610f\u613f\u51cf\u53bb\u5e73\u5747\u503c\uff0c\u6bcf\u4e2a\u6570\u636e\u70b9\u4ee3\u8868\u4e00\u4e2a\u4f01\u4e1a\u7684\u6570\u636e\u3002<\/p>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-60263\" src=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-02.jpg\" alt=\"\" width=\"575\" height=\"809\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-02.jpg 575w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-02-213x300.jpg 213w\" sizes=\"(max-width: 575px) 100vw, 575px\" \/><\/p>\n<p><em>\u56fe2\uff1a\u5ba2\u6237\u4f53\u9a8c\u4fc3\u8fdb\u6536\u5165\u589e\u957f\u884c\u4e1a\u5206\u5e032018\u5e74\u76f8\u5173\u53d1\u73b0<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>\u9664\u4e86\u8bc4\u4f30\u548c\u6d4b\u7b97\u4ee5\u4e0a\u4e24\u4e2a\u4e3b\u8981\u6307\u6807\u5916\uff0cTemkin2018\u7684\u8c03\u67e5\u62a5\u544a\u8fd8\u603b\u7ed3\u4e86\u5982\u4e0b15\u4e2a\u53d1\u73b0\uff1a<\/p>\n<ol>\n<li><strong>\u5dee\u7684\u4f53\u9a8c\u4f1a\u4ed8\u51fa\u4ee3\u4ef7\uff1a\u7ecf\u5386\u7cdf\u7cd5\u7684\u4f53\u9a8c\u4e4b\u540e\uff0c19%\u7684\u6d88\u8d39\u8005\u4e0d\u4f1a\u518d\u8d2d\u4e70\uff0c22%\u7684\u6d88\u8d39\u8005\u4f1a\u51cf\u5c11\u8d2d\u4e70\u91d1\u989d<\/strong><\/li>\n<li><strong>\u5dee\u7684\u4f53\u9a8c\u4f20\u64ad\u7684\u5f88\u5feb\uff1a\u7ecf\u5386\u7cdf\u7cd5\u7684\u4f53\u9a8c\u4e4b\u540e\uff0c50%\u7684\u6d88\u8d39\u8005\u4f1a\u544a\u77e5\u670b\u53cb\uff0c14%\u7684\u4f1a\u53d1\u63a8\u7279\uff0c\u53ea\u670930%\u7684\u4f1a\u53cd\u9988\u7ed9\u4f01\u4e1a\uff08\u592a\u574f\u4e86\uff01\uff09<\/strong><\/li>\n<li><strong>\u597d\u7684\u4f53\u9a8c\u5e26\u6765\u6536\u5165\u589e\u957f\uff1a\u7ecf\u5386\u597d\u7684\u4f53\u9a8c\u7684\u6d88\u8d39\u8005\u589e\u52a0\u989d\u5916\u8d2d\u4e70\u7684\u6bd4\u4f8b\uff0c\u662f\u7ecf\u5386\u7cdf\u7cd5\u4f53\u9a8c\u6d88\u8d39\u8005\u76843.5\u500d\u00a0<\/strong><\/li>\n<li><strong>\u597d\u7684\u4f53\u9a8c\u610f\u5473\u7740\u597d\u53e3\u7891\uff1a\u7ecf\u5386\u597d\u7684\u4f53\u9a8c\u7684\u6d88\u8d39\u8005\u60f3\u5176\u4ed6\u4eba\u63a8\u8350\u7684\u6bd4\u4f8b\uff0c\u662f\u7ecf\u5386\u7cdf\u7cd5\u4f53\u9a8c\u6d88\u8d39\u8005\u76845\u500d<\/strong><\/li>\n<li><strong>\u4f53\u9a8c\u6210\u719f\u5ea6\u5e26\u6765\u597d\u7684\u8d22\u52a1\u8868\u73b0\uff1a\u4f53\u9a8c\u6210\u719f\u5ea6\u9ad8\u4e0e\u5e73\u5747\u6c34\u5e73\u7684\u4f01\u4e1a\u4e2d\uff0c77%\u7684\u6bd4\u7ade\u4e89\u5bf9\u624b\u8d22\u52a1\u8868\u73b0\u66f4\u597d<\/strong><\/li>\n<li><strong>\u63a8\u8350\u8005\u662f\u66f4\u6709\u4ef7\u503c\u7684\u5ba2\u6237\uff1a\u4e0e\u8d2c\u635f\u8005\u76f8\u6bd4\uff0c\u63a8\u8350\u8005\u91cd\u590d\u8d2d\u4e70\u7684\u610f\u613f\u662f\u51764.2\u500d\uff0c\u539f\u8c05\u4f01\u4e1a\u8fc7\u5931\u7684\u610f\u613f\u662f\u51765.6\u500d\uff0c\u5c1d\u8bd5\u65b0\u4ea7\u54c1\u7684\u610f\u613f\u662f\u51767.2\u500d<\/strong><\/li>\n<li><strong>\u4f01\u4e1a\u5bf9\u5ba2\u6237\u4f53\u9a8c\u7684\u96c4\u4f1f\u76ee\u6807\uff1a8%\u7684\u5927\u4f01\u4e1a\u8ba4\u4e3a\u81ea\u5df1\u662f\u884c\u4e1a\u7684\u4f53\u9a8c\u9886\u5bfc\u8005\uff0c55%\u7684\u6bd4\u4f8b\u8bbe\u5b9a\u4e863\u5e74\u5185\u6210\u4e3a\u9886\u5bfc\u8005\u7684\u76ee\u6807<\/strong><\/li>\n<li><strong>\u5ba2\u6237\u4f53\u9a8c\u7684\u6548\u679c\u4ecd\u7136\u4e0d\u591f\u6210\u719f\uff1a10%\u7684\u5927\u4f01\u4e1a\u5904\u5728\u4f53\u9a8c\u6210\u719f\u5ea6\u7684\u6700\u9ad8\u7ea7\u522b\uff0c\u4f4659%\u7684\u4f01\u4e1a\u4ecd\u7136\u5904\u5728\u6700\u4f4e\u7ea7\u522b<\/strong><\/li>\n<li><strong>\u591a\u9879\u9009\u62e9\u5f0f\u95ee\u9898\u5448\u4e0b\u964d\u8d8b\u52bf\uff1a78%\u7684\u4f01\u4e1a\u8ba4\u4e3a\u4e0e\u5ba2\u6237\u7684\u4ea4\u4e92\u6570\u636e\u662f\u6d1e\u5bdf\u7684\u6700\u91cd\u8981\u7684\u6570\u636e\u6e90\uff0c\u9009\u62e9\u591a\u9879\u9009\u62e9\u5f0f\u95ee\u5377\u7684\u6bd4\u4f8b\u4e3a33%<\/strong><\/li>\n<li><strong>\u5ba2\u6237\u4e4b\u58f0\u8ba1\u5212\u7f3a\u4e4f\u884c\u52a8\u529b\uff1a63%\u7684\u4f01\u4e1a\u5728\u7528\u6237\u53cd\u9988\u4e0a\u8868\u73b0\u51fa\u8272\uff0c\u4f46\u53ea\u670924%\u7684\u4f01\u4e1a\u64c5\u957f\u5c06\u53cd\u9988\u8f6c\u5316\u4e3a\u884c\u52a8<\/strong><\/li>\n<li><strong>\u6ee1\u610f\u5ea6\u4ecd\u7136\u662f\u5173\u952e\u6307\u6807\uff1a\u63a8\u8350\u610f\u613f\u548c\u6ee1\u610f\u5ea6\u662f\u6700\u5e38\u7528\u7684\u4e24\u4e2a\u6307\u6807\uff0c85%\u7684\u4f01\u4e1a\u5728\u91c7\u7528\uff0c\u4ea4\u6613\u6ee1\u610f\u5ea6\u662f\u6700\u6709\u6548\u7684\u6307\u6807<\/strong><\/li>\n<li><strong>\u4f01\u4e1a\u7684\u4f53\u9a8c\u5ea6\u91cf\u4f53\u7cfb\u666e\u904d\u8f83\u5f31\uff1a\u53ea\u670911%\u7684\u5927\u4f01\u4e1a\u62e5\u6709\u5b8c\u5584\u7684\u5ea6\u91cf\u4f53\u7cfb\uff0c62%\u7684\u4f01\u4e1a\u7f3a\u4e4f\u57fa\u4e8e\u5ea6\u91cf\u7684\u884c\u52a8\u80fd\u529b\u00a0<\/strong><\/li>\n<li><strong>\u4f53\u9a8c\u6210\u719f\u5ea6\u53d6\u51b3\u4e8e\u7ba1\u7406\u5c42\u7684\u63a8\u52a8\uff1a\u4f53\u9a8c\u6210\u719f\u5ea6\u9ad8\u4e8e\u5e73\u5747\u6c34\u5e73\u7684\u4f01\u4e1a\u4e2d81%\u6709\u9ad8\u5c42\u7ba1\u7406\u8005\u63a8\u52a8\uff0c\u4f4e\u4e8e\u5e73\u5747\u6c34\u5e73\u7684\u53ea\u670953%<\/strong><\/li>\n<li><strong>\u5176\u4ed6\u4f18\u5148\u4e8b\u9879\u662f\u4f53\u9a8c\u843d\u5b9e\u7684\u6700\u5927\u969c\u788d\uff1a68%\u7684\u5927\u578b\u4f01\u4e1a\u8ba4\u4e3a\u56e0\u4e3a\u6709\u5176\u4ed6\u4f18\u5148\u4e8b\u9879\u9700\u8981\u5b9e\u65bd\uff0c\u800c\u5bfc\u81f4\u4f53\u9a8c\u6218\u7565\u53d7\u963b\uff08\u8c03\u67e5\u5206\u6790\u6700\u6015\u7684\u5c31\u662f\u201c\u5176\u4ed6\u201d\uff01\uff09<\/strong><\/li>\n<li><strong>\u5927\u5bb6\u90fd\u70ed\u8877\u6210\u4e3a\u4f53\u9a8c\u4e13\u4e1a\u4eba\u58eb\uff1a99%\u7684\u4f53\u9a8c\u4e13\u4e1a\u4ece\u4e1a\u8005\u8ba4\u4e3a\u81ea\u5df1\u4ece\u4e8b\u7684\u5de5\u4f5c\u662f\u4e00\u9879\u4f1f\u5927\u7684\u804c\u4e1a<\/strong><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><img loading=\"lazy\" class=\"alignnone size-full wp-image-60264\" src=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-03.jpg\" alt=\"\" width=\"768\" height=\"2036\" srcset=\"https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-03.jpg 768w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-03-113x300.jpg 113w, https:\/\/www.uxren.cn\/wp-content\/uploads\/2018\/09\/temkin2018-img-03-386x1024.jpg 386w\" sizes=\"(max-width: 768px) 100vw, 768px\" \/><\/p>\n<p><em>\u56fe3\uff1a2018\u5e74\u62a5\u544a\u76f8\u5173\u7ed3\u8bba<\/em><\/p>\n<p>&nbsp;<\/p>\n<h4><span style=\"color: #3366ff;\"><strong>\u5386\u5e74\u7ed3\u8bba\u5bf9\u6bd4<\/strong><\/span><\/h4>\n<p>\u9664\u4e862018\u5e74\u5916\uff0cTemkin\u5206\u522b\u4e8e2014\u5e74\u30012015\u5e74\u30012016\u5e74\u8fdb\u884c\u4e86\u5ba2\u6237\u4f53\u9a8c\u6295\u8d44\u56de\u62a5\u7387\u7684\u8c03\u67e5\u548c\u7814\u7a76\uff0c\u4e3b\u8981\u8c03\u67e5\u6570\u636e\u5982\u4e0b\uff1a<\/p>\n<ol>\n<li><span style=\"color: #3366ff;\"><strong>2018\u5e74\u4e3b\u8981\u7ed3\u8bba\uff1a\u76f8\u5173\u6027\u7cfb\u6570R=0.82\uff0c\u5e73\u5747\u6536\u5165\u4fc3\u8fdb7.75\u4ebf\u7f8e\u5143\uff0c\u8f6f\u4ef6\u3001\u7535\u8111\u5236\u9020\u3001\u98df\u54c1\u884c\u4e1a\u589e\u957f\u6700\u663e\u8457<\/strong><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><strong>2016\u5e74\u4e3b\u8981\u7ed3\u8bba\uff1a\u76f8\u5173\u6027\u7cfb\u6570R=0.86\uff0c\u5e73\u5747\u6536\u5165\u4fc3\u8fdb8.21\u4ebf\u7f8e\u5143\uff0c\u6c7d\u8f66\u79df\u8d41\u3001\u98df\u54c1\u3001\u9152\u5e97\u884c\u4e1a\u589e\u957f\u6700\u663e\u8457<\/strong><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><strong>2015\u5e74\u4e3b\u8981\u7ed3\u8bba\uff1a\u76f8\u5173\u6027\u7cfb\u6570R=0.84\uff0c\u5e73\u5747\u6536\u5165\u4fc3\u8fdb4.72\u4ebf\u7f8e\u5143\uff0c\u9152\u5e97\u3001\u6c7d\u8f66\u79df\u8d41\u3001\u822a\u7a7a\u884c\u4e1a\u589e\u957f\u6700\u663e\u8457<\/strong><\/span><\/li>\n<li><span style=\"color: #3366ff;\"><strong>2014\u5e74\u4e3b\u8981\u7ed3\u8bba\uff1a\u76f8\u5173\u6027\u7cfb\u6570R=0.83\uff0c\u5e73\u5747\u6536\u5165\u4fc3\u8fdb\u7ea63\u4ebf\u7f8e\u5143\uff0c\u9152\u5e97\u3001\u98df\u54c1\u3001\u96f6\u552e\u884c\u4e1a\u589e\u957f\u6700\u663e\u8457<\/strong><\/span><\/li>\n<\/ol>\n<p><em>\u8bf4\u660e\uff1a2014\u5e74\u7684\u62a5\u544a\u4e2d\uff0cTemkin\u6ca1\u6709\u7ed9\u51fa\u6536\u5165\u4fc3\u8fdb\u7684\u5e73\u5747\u503c\uff08\u60b2\u5267\uff09\uff0c\u7ecf\u56fe\u8868\u76ee\u6d4b\u7ea6\u4e3a3\u4ebf\u7f8e\u5143\uff0c\u4ec5\u4f9b\u53c2\u8003\u3002<\/em><\/p>\n<p>&nbsp;<\/p>\n<p>\u7efc\u5408\u6765\u770b\uff1a\u5386\u5e74\u8c03\u67e5\u90fd\u8868\u660e\u5ba2\u6237\u4f53\u9a8c\u4e0e\u5ba2\u6237\u5fe0\u8bda\u5ea6\u4e4b\u95f4\u5b58\u5728\u7740\u7a33\u5b9a\u3001\u9ad8\u5f3a\u5ea6\u3001\u6b63\u76f8\u5173\u5173\u7cfb\uff1b\u5728\u6536\u5165\u4fc3\u8fdb\u65b9\u9762\uff0c\u603b\u4f53\u5448\u9010\u5e74\u589e\u52a0\u8d8b\u52bf\uff0c\u4f46\u5bf9\u5404\u4e2a\u884c\u4e1a\u7684\u4fc3\u8fdb\u4f5c\u7528\u6709\u6240\u4e0d\u540c\u3002<\/p>\n<p>\u4ee5\u4e0a\u662f\u5bf9Temkin\u76842018\u5e74\u4f53\u9a8c\u6295\u8d44\u56de\u62a5\u7387\u62a5\u544a\u7684\u6982\u8981\u89e3\u8bfb\uff0c\u62a5\u544a\u8be6\u7ec6\u5185\u5bb9\uff0c\u5efa\u8bae\u524d\u5f80Temkin\u5b98\u65b9\u7f51\u7ad9\u67e5\u770b\uff08\u9700\u4ed8\u8d39\uff09\uff1a<\/p>\n<blockquote class=\"wp-embedded-content\" data-secret=\"8kyAID18cA\"><p><a href=\"https:\/\/experiencematters.blog\/2018\/08\/21\/report-roi-of-customer-experience-2018\/\">Report: ROI of Customer Experience, 2018<\/a><\/p><\/blockquote>\n<p><iframe class=\"wp-embedded-content\" sandbox=\"allow-scripts\" security=\"restricted\" style=\"position: absolute; clip: rect(1px, 1px, 1px, 1px);\" src=\"https:\/\/experiencematters.blog\/2018\/08\/21\/report-roi-of-customer-experience-2018\/embed\/#?secret=8kyAID18cA\" data-secret=\"8kyAID18cA\" width=\"500\" height=\"282\" title=\"&#8220;Report: ROI of Customer Experience, 2018&#8221; &#8212; Customer Experience Matters\u00ae\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<p>Temkin\u7684\u62a5\u544a\uff0c\u4ece\u6d88\u8d39\u8005\u89d2\u5ea6\u5bf9\u4f53\u9a8c\u7684\u5546\u4e1a\u4ef7\u503c\u8fdb\u884c\u9a8c\u8bc1\uff0c\u6bd4\u7b80\u5355\u3001\u76f4\u63a5\uff0c\u6613\u4e8e\u7406\u89e3\u548c\u63a5\u53d7\u3002\u4f46\u53d7\u9650\u4e8e\u7814\u7a76\u65b9\u5f0f\uff0c\u5bf9\u4f53\u9a8c\u5728\u4f01\u4e1a\u5185\u90e8\u662f\u5982\u4f55\u53d1\u6325\u4f5c\u7528\u7f3a\u4e4f\u5206\u6790\u548c\u9a8c\u8bc1\u3002<\/p>\n<p><em>\u6587\u7ae0\u8f6c\u8f7d\u6765\u6e90\uff1aUXTOOLS<\/em><\/p>\n<h1 style=\"text-align: center;\">\t\t<div class=\"wpulike wpulike-robeen \" ><div class=\"wp_ulike_general_class wp_ulike_is_unliked\"><label><input \ttype=\"checkbox\"\n\t\t\t\t\t\t\tdata-ulike-id=\"60261\"\n\t\t\t\t\t\t\tdata-ulike-nonce=\"5d0dec6049\"\n\t\t\t\t\t\t\tdata-ulike-type=\"likeThis\"\n\t\t\t\t\t\t\tdata-ulike-status=\"3\"\n\t\t\t\t\t\t\tclass=\"wp_ulike_btn wp_ulike_put_image\"\n\t\t\t\t\t\t\t \/><svg class=\"heart-svg\" viewBox=\"467 392 58 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