<\/p>\n
<\/p>\n
\u5728\u5546\u4e1a\u7ade\u4e89\u65e5\u76ca\u6fc0\u70c8\u7684\u5f53\u4e0b\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u5df2\u4ece\u201c\u53c2\u8003\u6307\u6807\u201d\u6f14\u53d8\u4e3a\u51b3\u5b9a\u4f01\u4e1a\u751f\u6b7b\u5b58\u4ea1\u7684\u201c\u751f\u547d\u7ebf\u201d\u3002\u7136\u800c\uff0c\u8bb8\u591a\u4f01\u4e1a\u5728\u63a8\u8fdb\u6ee1\u610f\u5ea6\u8c03\u7814\u65f6\uff0c\u5e38\u9677\u5165\u201c\u4e3a\u4e86\u8c03\u7814\u800c\u8c03\u7814\u201d\u7684\u602a\u5708\uff1a\u95ee\u5377\u8bbe\u8ba1\u5343\u7bc7\u4e00\u5f8b\uff0c\u65e0\u6cd5\u7cbe\u51c6\u6355\u6349\u4e0d\u540c\u89e6\u70b9\u7684\u771f\u5b9e\u4f53\u9a8c\uff1b\u5206\u503c\u6838\u7b97\u6807\u51c6\u6a21\u7cca\uff0c\u5bfc\u81f4\u6570\u636e\u65e0\u6cd5\u6a2a\u5411\u5bf9\u6bd4\u6216\u7eb5\u5411\u8ffd\u8e2a\uff1b\u6d77\u91cf\u8c03\u7814\u62a5\u544a\u5806\u79ef\u6210\u5c71\uff0c\u5374\u7f3a\u4e4f\u53ef\u843d\u5730\u7684\u6574\u6539\u5efa\u8bae\uff0c\u6700\u7ec8\u6ca6\u4e3a\u201c\u6570\u636e\u5783\u573e\u201d\u3002\u66f4\u4e3a\u68d8\u624b\u7684\u662f\uff0c\u8de8\u90e8\u95e8\u534f\u540c\u56f0\u96be\uff0c\u5ba2\u670d\u3001\u8fd0\u8425\u3001\u4ea7\u54c1\u56e2\u961f\u5404\u81ea\u4e3a\u653f\uff0c\u65e0\u6cd5\u57fa\u4e8e\u540c\u4e00\u5957\u4f53\u9a8c\u6570\u636e\u5f62\u6210\u5408\u529b\u3002\u8fd9\u4e9b\u75db\u70b9\u8ba9\u4f01\u4e1a\u6295\u5165\u5927\u91cf\u6210\u672c\uff0c\u5374\u96be\u4ee5\u9a71\u52a8\u771f\u5b9e\u7684\u4e1a\u52a1\u589e\u957f\u4e0e\u5ba2\u6237\u7559\u5b58\u3002<\/p>\n
<\/p>\n
02 \u7834\u5c40\u201c\u8c03\u7814\u96be\u201d \u2014\u2014 \u500d\u5e02\u5f97\u52a8\u4f5c\u4e0e\u4ef7\u503c<\/p>\n
<\/p>\n
\u9762\u5bf9\u4e0a\u8ff0\u6311\u6218\uff0c\u4f17\u8a00\u79d1\u6280\u65d7\u4e0b\u54c1\u724c\u500d\u5e02\u5f97\uff0c\u51ed\u501f\u81ea2008\u5e74\u6210\u7acb\u4ee5\u6765\u670d\u52a130\u591a\u4e2a\u884c\u4e1a\u30012.5\u4e07\u5bb6\u5ba2\u6237\u7684\u6df1\u539a\u79ef\u6dc0\uff0c\u6b63\u5f0f\u63a8\u51fa\u201c\u5168\u94fe\u8def\u6ee1\u610f\u5ea6\u8c03\u7814\u4e0e\u4f53\u9a8c\u7ba1\u7406\u89e3\u51b3\u65b9\u6848\u201d\u3002\u8be5\u65b9\u6848\u4ee5\u5ba2\u6237\u65c5\u7a0b\u4e3a\u8109\u7edc\uff0c\u5c06\u95ee\u5377\u8bbe\u8ba1\u3001\u5206\u503c\u6838\u7b97\u3001\u6570\u636e\u5206\u6790\u548c\u6574\u6539\u8ffd\u8e2a\u6574\u5408\u4e3a\u95ed\u73af\uff0c\u5e2e\u52a9\u4f01\u4e1a\u4ece\u201c\u88ab\u52a8\u6536\u96c6\u53cd\u9988\u201d\u8f6c\u5411\u201c\u4e3b\u52a8\u7ba1\u7406\u4f53\u9a8c\u201d\uff0c\u8ba9\u6bcf\u4e00\u6b21\u8c03\u7814\u90fd\u80fd\u8f6c\u5316\u4e3a\u53ef\u91cf\u5316\u7684\u5546\u4e1a\u4ef7\u503c\u3002<\/p>\n
<\/p>\n
\u2460 \u8c03\u7814\u7ef4\u5ea6\u8bbe\u8ba1\u2014\u2014\u5ba2\u6237\u65c5\u7a0b\u5bfc\u5411\u7684\u6307\u6807\u4f53\u7cfb\u642d\u5efa<\/p>\n
\u500d\u5e02\u5f97\u6452\u5f03\u4e86\u4f20\u7edf\u7684\u201c\u901a\u7528\u6a21\u677f\u201d\uff0c\u805a\u7126\u4f01\u4e1a\u771f\u5b9e\u7684\u5ba2\u6237\u65c5\u7a0b\uff0c\u5e2e\u52a9\u68b3\u7406\u4ece\u201c\u8ba4\u77e5-\u8003\u8651-\u8d2d\u4e70-\u4f7f\u7528-\u552e\u540e\u201d\u7684\u5168\u751f\u547d\u5468\u671f\u89e6\u70b9\u3002<\/p>\n
– \u65c5\u7a0b\u68b3\u7406\u4e0e\u4f53\u7cfb\u642d\u5efa\uff1a\u57fa\u4e8eBEST\u5ba2\u6237\u65c5\u7a0b\u4f53\u9a8c\u6a21\u578b\uff0c\u5c06\u884c\u4e3a\u4e0e\u6001\u5ea6\u6307\u6807\u878d\u5408\uff0c\u4e3a\u4e0d\u540c\u884c\u4e1a\u5b9a\u5236\u4e13\u5c5e\u6307\u6807\u4f53\u7cfb\uff0c\u5982\u4e3a\u96f6\u552e\u5ba2\u6237\u8bbe\u8ba1\u201c\u8fdb\u5e97\u4f53\u9a8c-\u5546\u54c1\u67e5\u627e-\u7ed3\u8d26\u6548\u7387-\u552e\u540e\u54cd\u5e94\u201d\u7b49\u5c42\u7ea7\u3002<\/p>\n
– \u591a\u89e6\u70b9\u5b9a\u5411\u63a2\u9488\uff1a\u652f\u6301\u5728APP\u3001\u5c0f\u7a0b\u5e8f\u3001\u95e8\u5e97\u3001\u5ba2\u670d\u7b4910\u4f59\u4e2a\u6e20\u9053\u81ea\u52a8\u6295\u653e\u95ee\u5377\uff0c\u5b9e\u73b0\u201c\u5343\u4eba\u5343\u9762\u201d\u7684\u7cbe\u51c6\u91c7\u96c6\uff0c\u907f\u514d\u7528\u6237\u75b2\u52b3\u3002<\/p>\n
– \u4e3b\u5ba2\u89c2\u6570\u636e\u878d\u5408\uff1a\u4e0d\u4ec5\u6536\u96c6\u6ee1\u610f\u5ea6\u8bc4\u5206\uff0c\u8fd8\u540c\u6b65\u63a5\u5165\u4e1a\u52a1\u8fd0\u8425\u6570\u636e\uff08\u5982\u590d\u8d2d\u7387\u3001\u9000\u6362\u8d27\u7387\uff09\uff0c\u5f62\u6210\u8d85\u8fc750\u4e2a\u7ef4\u5ea6\u7684\u7acb\u4f53\u753b\u50cf\u3002<\/p>\n
<\/p>\n
\u2461 \u5206\u503c\u6838\u7b97\u6807\u51c6\u2014\u2014\u53ef\u8ffd\u8e2a\u7684\u91cf\u5316\u6a21\u578b\u4e0e\u7b97\u6cd5\u652f\u6491<\/p>\n
\u500d\u5e02\u5f97\u5185\u7f6e360\u4f59\u9879\u7b97\u6cd5\u6a21\u578b\uff0c\u786e\u4fdd\u5206\u503c\u6838\u7b97\u79d1\u5b66\u4e14\u53ef\u5bf9\u6807\u3002<\/p>\n
– NPS\u4e0e\u6ee1\u610f\u5ea6\u53cc\u8f68\u5236\uff1a\u652f\u6301\u51c0\u63a8\u8350\u503c\uff08NPS\uff09\u4e0e\u6ee1\u610f\u5ea6\uff08CSAT\uff09\u5e76\u884c\u6838\u7b97\uff0c\u5e76\u81ea\u52a8\u751f\u6210\u5f52\u56e0\u5206\u6790\uff0c\u660e\u786e\u54ea\u4e9b\u73af\u8282\u662f\u201c\u4f18\u52bf\u9879\u201d\u6216\u201c\u77ed\u677f\u9879\u201d\u3002<\/p>\n
– \u52a8\u6001\u6743\u91cd\u8c03\u6574\uff1a\u7cfb\u7edf\u53ef\u6839\u636e\u884c\u4e1a\u7279\u5f81\uff08\u5982\u9910\u996e\u5173\u6ce8\u51fa\u9910\u901f\u5ea6\uff0c\u91d1\u878d\u5173\u6ce8\u5b89\u5168\u6027\uff09\uff0c\u81ea\u52a8\u4e3a\u4e0d\u540c\u6307\u6807\u5206\u914d\u6743\u91cd\uff0c\u8ba9\u603b\u5206\u66f4\u8d34\u8fd1\u771f\u5b9e\u4e1a\u52a1\u611f\u77e5\u3002<\/p>\n
– AI\u6587\u672c\u6df1\u5ea6\u5206\u6790\uff1a\u9488\u5bf9\u5f00\u653e\u5f0f\u8bc4\u8bba\uff0c\u901a\u8fc7\u8bed\u4e49\u7406\u89e3\u81ea\u52a8\u8bc6\u522b\u60c5\u611f\u503e\u5411\uff08\u6b63\u9762\u3001\u4e2d\u6027\u3001\u8d1f\u9762\uff09\uff0c\u5e76\u63d0\u70bc\u9ad8\u9891\u5173\u952e\u8bcd\uff0c\u91cf\u5316\u7528\u6237\u60c5\u7eea\u5f3a\u5ea6\u3002<\/p>\n
<\/p>\n
\u2462 \u6574\u6539\u5efa\u8bae\u8f93\u51fa\u2014\u2014\u4ece\u6570\u636e\u6d1e\u5bdf\u5230\u884c\u52a8\u95ed\u73af<\/p>\n
\u500d\u5e02\u5f97\u7684\u4ef7\u503c\u4e0d\u4ec5\u5728\u4e8e\u201c\u53d1\u73b0\u95ee\u9898\u201d\uff0c\u66f4\u5728\u4e8e\u201c\u89e3\u51b3\u95ee\u9898\u201d\u3002<\/p>\n
– \u81ea\u52a8\u9884\u8b66\u5de5\u5355\uff1a\u5f53\u5ba2\u6237\u53cd\u9988\u4f4e\u5206\uff08\u5982\u4f4e\u4e8e3\u5206\uff09\u6216\u89e6\u53d1\u654f\u611f\u8bcd\u65f6\uff0c\u7cfb\u7edf\u81ea\u52a8\u751f\u6210\u5de5\u5355\uff0c\u7cbe\u51c6\u5206\u6d3e\u81f3\u8d23\u4efb\u90e8\u95e8\uff08\u5982\u95e8\u5e97\u7ecf\u7406\u3001\u5ba2\u670d\u4e3b\u7ba1\uff09\uff0c\u5e76\u8bbe\u5b9a24\u5c0f\u65f6\u5185\u54cd\u5e94\u65f6\u9650\u3002<\/p>\n
– \u4f18\u5148\u7ea7\u6392\u5e8f\u6a21\u578b\uff1a\u5229\u7528KANO\u6a21\u578b\u4e0eMaxDiff\u6a21\u578b\uff0c\u81ea\u52a8\u5212\u5206\u201c\u5fc5\u987b\u6539\u8fdb\u9879\u201d\u4e0e\u201c\u9526\u4e0a\u6dfb\u82b1\u9879\u201d\uff0c\u5e2e\u52a9\u4f01\u4e1a\u96c6\u4e2d\u8d44\u6e90\u89e3\u51b3\u6700\u5f71\u54cd\u4f53\u9a8c\u768420%\u95ee\u9898\u3002<\/p>\n
– \u6574\u6539\u6548\u679c\u8ffd\u8e2a\uff1a\u5de5\u5355\u5904\u7406\u5b8c\u6210\u540e\uff0c\u7cfb\u7edf\u81ea\u52a8\u89e6\u53d1\u4e8c\u6b21\u6ee1\u610f\u5ea6\u56de\u8bbf\uff0c\u8ffd\u8e2a\u4f53\u9a8c\u4fee\u590d\u540e\u7684\u8bc4\u5206\u53d8\u5316\uff0c\u5f62\u6210\u201c\u53d1\u73b0\u95ee\u9898-\u89e3\u51b3\u95ee\u9898-\u9a8c\u8bc1\u6548\u679c\u201d\u7684\u5b8c\u6574\u95ed\u73af\u3002<\/p>\n
<\/p>\n
04 \u5178\u578b\u573a\u666f\u6df1\u5ea6\u8986\u76d6<\/p>\n
<\/p>\n
– \u96f6\u552e\u8fde\u9501\u95e8\u5e97\u7ba1\u7406\uff1a\u67d0\u670d\u9970\u54c1\u724c\u5229\u7528\u500d\u5e02\u5f97\u5728\u5168\u56fd500\u5bb6\u95e8\u5e97\u90e8\u7f72\u89e6\u70b9\u95ee\u5377\u3002\u533a\u57df\u7ecf\u7406\u901a\u8fc7BI\u770b\u677f\u5b9e\u65f6\u67e5\u770b\u5404\u5e97NPS\u6392\u540d\uff0c\u5f53\u67d0\u95e8\u5e97\u51fa\u73b0\u201c\u8bd5\u8863\u95f4\u536b\u751f\u201d\u4f4e\u5206\u53cd\u9988\u65f6\uff0c\u7cfb\u7edf\u81ea\u52a8\u5411\u5e97\u957f\u53d1\u51fa\u9884\u8b66\u5de5\u5355\uff0c3\u5c0f\u65f6\u5185\u5b8c\u6210\u6574\u6539\u5e76\u4e0a\u4f20\u7167\u7247\uff0c\u6b21\u5468\u8be5\u5e97\u6ee1\u610f\u5ea6\u63d0\u534715%\u3002<\/p>\n
– \u6c7d\u8f664S\u5e97\u552e\u540e\u4f53\u9a8c\uff1a\u67d0\u8f66\u4f01\u5728\u4ea4\u8f66\u540e7\u5929\u81ea\u52a8\u63a8\u9001\u95ee\u5377\uff0c\u7ed3\u5408AI\u5206\u6790\u5ba2\u6237\u8bc4\u8bba\u4e2d\u7684\u201c\u7b49\u5f85\u65f6\u95f4\u8fc7\u957f\u201d\u7b49\u5173\u952e\u8bcd\u3002\u7cfb\u7edf\u751f\u6210\u4e13\u9879\u62a5\u544a\uff0c\u5efa\u8bae\u4f18\u5316\u9884\u7ea6\u6d41\u7a0b\uff0c\u5e76\u5c06\u5de5\u5355\u6d3e\u53d1\u7ed9\u552e\u540e\u603b\u76d1\u3002\u5b9e\u65bd\u540e\uff0c\u5ba2\u6237\u7b49\u5f85\u65f6\u957f\u7f29\u77ed40%\uff0c\u590d\u8d2d\u63a8\u8350\u7387\u63d0\u534722%\u3002<\/p>\n
– \u91d1\u878dAPP\u529f\u80fd\u4f18\u5316\uff1a\u67d0\u94f6\u884c\u901a\u8fc7\u500d\u5e02\u5f97\u5728APP\u5185\u5d4c\u8f7b\u91cf\u53cd\u9988\u6d6e\u5c42\uff0c\u6536\u96c6\u7528\u6237\u5bf9\u201c\u8f6c\u8d26\u529f\u80fd\u201d\u7684\u4f53\u9a8c\u6570\u636e\u3002\u5229\u7528PSM\u4ef7\u683c\u654f\u611f\u5ea6\u6a21\u578b\u5206\u6790\uff0c\u53d1\u73b0\u7528\u6237\u5bf9\u624b\u7eed\u8d39\u8c03\u6574\u7684\u5bb9\u5fcd\u5ea6\u9608\u503c\uff0c\u636e\u6b64\u4f18\u5316\u5b9a\u4ef7\u7b56\u7565\uff0c\u5ba2\u6237\u6ee1\u610f\u5ea6\u4ece3.8\u5206\u5347\u81f34.5\u5206\u3002<\/p>\n
– \u9910\u996e\u96c6\u56e2\u54c1\u63a7\u76d1\u6d4b\uff1a\u67d0\u8fde\u9501\u9910\u996e\u57282000\u5bb6\u95e8\u5e97\u7684\u6536\u94f6\u5c0f\u7968\u4e0a\u5370\u5236\u4e8c\u7ef4\u7801\uff0c\u5ba2\u6237\u626b\u7801\u8bc4\u4ef7\u540e\uff0c\u7cfb\u7edf\u81ea\u52a8\u5173\u8054\u8ba2\u5355\u6570\u636e\u3002\u5f53\u67d0\u5206\u5e97\u201c\u83dc\u54c1\u53e3\u5473\u201d\u8bc4\u5206\u8fde\u7eed3\u5929\u4f4e\u4e8e4\u5206\uff0c\u603b\u90e8\u54c1\u63a7\u56e2\u961f\u7acb\u5373\u4ecb\u5165\uff0c\u8c03\u53d6\u540e\u53a8\u8bb0\u5f55\u5e76\u5b89\u6392\u795e\u79d8\u987e\u5ba2\u6697\u8bbf\uff0c\u6700\u7ec8\u6574\u6539\u540e\u8bc4\u5206\u56de\u5347\u81f34.8\u5206\u3002<\/p>\n
– \u7535\u5546\u5e73\u53f0\u552e\u540e\u95ed\u73af\uff1a\u67d0\u7535\u5546\u5927\u4fc3\u540e\uff0c\u500d\u5e02\u5f97\u81ea\u52a8\u6293\u53d610\u4e07\u6761\u5ba2\u670d\u4f1a\u8bdd\u4e0e\u552e\u540e\u8bc4\u8bba\uff0cAI\u8bc6\u522b\u201c\u7269\u6d41\u7834\u635f\u201d\u4e3a\u9ad8\u9891\u75db\u70b9\u3002\u7cfb\u7edf\u751f\u6210\u6574\u6539\u5efa\u8bae\uff0c\u63a8\u52a8\u4ed3\u50a8\u90e8\u95e8\u5347\u7ea7\u5305\u88c5\u65b9\u6848\uff0c\u5e76\u57282\u5468\u5185\u5c06\u7834\u635f\u7387\u964d\u4f4e60%\uff0c\u5ba2\u6237\u6295\u8bc9\u91cf\u4e0b\u964d35%\u3002<\/p>\n
<\/p>\n
05 \u4f01\u4e1a\u7ea7\u4fdd\u969c\u4e0e\u4e13\u4e1a\u670d\u52a1<\/p>\n
<\/p>\n
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<\/p>\n
06 \u7ed3\u8bed\u4e0e\u884c\u52a8\u53ec\u5524<\/p>\n
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