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從心開始，認識忠誠的力量！
台灣許多服務業已進行多年的顧客滿意度研究，每年都會針對過去一年曾經有交易或有互動的顧客抽查數千份樣本，進行長達30分鐘的電話訪問。然而，這種傳統調查方式逐漸引發企業內部許多質疑的聲音。
Many enterprises in Taiwan have conducted years of research on customer satisfaction. Every year, thousands of customers with an interaction in the past one year are sampled to conduct an around 30-minute telephone interview. However, this kind of traditional survey method has gradually raised skeptical voices within enterprises.
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零售商銷售關鍵技巧：與顧客對話
和顧客對話不只是一般基本的顧客服務，它也是能讓銷售數字更漂亮的重要一環。但是真的所有的顧客都喜歡和銷售員聊天嗎？銷售員又怎麼知道哪些顧客會喜歡和銷售員互動呢？一句友善的「你需要幫忙嗎？」是無法開啟對話的，因為這樣非是則否的封閉式問句通常只會得到一個標準回答：「不用謝謝。」接者顧客就會悄悄地飄出店家。但如果是以開放式問句如：「想要找什麼樣的大衣呢？」甚至「你今天過得如何呢？」來做開場白，你就會發現顧客能比較放鬆地與店員對話。
Talking to your customers isn’t just basic good customer service – it is essential if you want to optimise sales. But how do you make your staff interact in the way you want them to? A friendly ‘Can I help you?’ enquiry won’t always cut it. It’s a closed question and chances are you’ll almost always get the standard ‘No’ for an answer before your customer quietly skulks out. But ask them an open-ended question ‘What style of coat are you looking for?’ or even ‘How are you today?’ and you will find the customer will be more comfortable in having a conversation.
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五個為什麼要瞭解顧客於自家店裡消費行為
當我們在做店面相關決策的時候，店內分析（In-Store Analytics）的重要性總是很容易被忽略。益普索列出五點理由讓你知道，為什麼了解店內分析，以及了解來店家拜訪的顧客行為是如此重要，而不是店裡擺滿商品，顧客就會上門。提供顧客在店內良好的購買經驗、精心設計的動線、或貼心的服務等，除了可以促使顧客消費，也可以增加消費者回店購買的機會。It can be easy to lose sight as to why in-store analytics are so important to your store decision making. We list the Top 5 reasons to know what’s happening in your store. To attract customer to visit your store, it is not only about how much good you have in your store, but also about offering a good shopping experience, User perception, and thoughtful services, etc.
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提供消費者良好購物旅程的四個步驟
為了提供消費者更好的消費旅程，首先要了解消費旅程的重要性。在嚴苛的現實中，有三分之二的消費者，不會在一個會讓他們消費旅程中遇到困難的消費環境裡購物。這是個不容小覷的數字，不過幸運的是，我們有四個簡單的步驟來幫助您提供消費者更有效的消費旅程。
To create a better customer journey, you must first understand its importance. The stark reality is that two thirds of customers are less likely to shop in a retail environment if they have problems with their shopping experience. With the high street still hugely competitive, that is one figure that should be taken seriously. However, the good news is that there are four simple steps to help you when it comes to assisting your customers more effectively. -
荒野還是藍海？智能櫃市場在台灣
隨著電商崛起，台灣的物流市場預估將於2019年達到每年300億的規模。國內外備受關注的「智能櫃」解決了宅配高重複配送率的問題，並顧及客戶隱私，然而在智能櫃發展剛起步的台灣，這片市場就竟會是荒野還是藍海？
With the begin of virtual shopping era, it was estimated that Taiwan logistic market will reach a scale of 30 billion NT dollars in 2019. Additional human resources and double deliveries costs draw attention in both domestic and international self-pickup market, thus lead to the invention of “smart locker”. In Taiwan, the smart locker trend started from the beginning of this year. It is still unknown whether Taiwan is a blue ocean for smart lockers or not.