{"id":7309,"date":"2015-12-06T01:28:04","date_gmt":"2015-12-05T17:28:04","guid":{"rendered":"http:\/\/inhaoxu.com\/blog\/?p=7309"},"modified":"2015-12-06T01:28:04","modified_gmt":"2015-12-05T17:28:04","slug":"%e5%ae%a2%e6%88%b7%e6%9c%8d%e5%8a%a1%ef%bc%9a%e8%bd%af%e6%9f%bf%e5%ad%90%e5%92%8c%e7%a1%ac%e9%aa%a8%e5%a4%b4","status":"publish","type":"post","link":"https:\/\/inhaoxu.com\/blog\/?p=7309","title":{"rendered":"\u5ba2\u6237\u670d\u52a1\uff1a\u201c\u8f6f\u67ff\u5b50\u201d\u548c\u201c\u786c\u9aa8\u5934\u201d"},"content":{"rendered":"

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\u8fd8\u6709\u4e00\u4e2a\u53eb\u201c\u5fc3\u7406\u8d26\u6237\u201d\uff08mental accounting\uff09\u7684\u7406\u8bba\uff0c\u4e5f\u53ef\u4ee5\u5e2e\u52a9\u6211\u4eec\u6b63\u786e\u7406\u89e3\u5e94\u8be5\u5982\u4f55\u670d\u52a1\u3002\u8be5\u7406\u8bba\u662f\u7531\u829d\u52a0\u54e5\u5927\u5b66\u6559\u6388\u7406\u67e5\u5fb7\u00b7\u8428\u52d2\uff08Richard Thaler\uff09\u4e8e20\u4e16\u7eaa80\u5e74\u4ee3\u63d0\u51fa\u7684\u3002\u8be5\u7406\u8bba\u8ba4\u4e3a\u9664\u4e86\u94f6\u884c\u6237\u5934\u8fd9\u79cd\u5b9e\u9645\u8d26\u6237\u5916\uff0c\u5728\u4eba\u7684\u5934\u8111\u91cc\u8fd8\u5b58\u5728\u7740\u53e6\u4e00\u79cd\u5fc3\u7406\u8d26\u6237\u3002\u4eba\u4eec\u4f1a\u6839\u636e\u81ea\u8eab\u7684\u5fc3\u7406\u8d26\u6237\u7cfb\u7edf\uff0c\u5c06\u4e0d\u540c\u6765\u6e90\u7684\u8d22\u5bcc\u3001\u4e0d\u540c\u7684\u6d88\u8d39\u6216\u652f\u51fa\u7c7b\u522b\u5212\u5f52\u5230\u4e0d\u540c\u7684\u8d26\u6237\u4e2d\uff0c\u5e76\u4fdd\u6301\u548c\u8ddf\u8e2a\u8fd9\u4e9b\u8d26\u6237\u5404\u81ea\u7684\u6536\u76ca\u4e0e\u635f\u5931\u60c5\u51b5\u3002\u6bd4\u5982\uff0c\u6211\u4eec\u4f1a\u628a\u5de5\u8d44\u5212\u5f52\u5230\u9760\u8f9b\u82e6\u52b3\u52a8\u65e5\u79ef\u6708\u7d2f\u4e0b\u6765\u7684\u201c\u52e4\u52b3\u81f4\u5bcc\u201d\u8d26\u6237\u4e2d\uff0c\u628a\u5e74\u7ec8\u5956\u89c6\u4e3a\u4e00\u79cd\u989d\u5916\u7684\u6069\u8d50\uff0c\u653e\u5230\u201c\u5956\u52b1\u201d\u8d26\u6237\u4e2d\uff0c\u800c\u628a\u4e70\u5f69\u7968\u8d62\u6765\u7684\u94b1\uff0c\u653e\u5230\u201c\u5929\u4e0a\u6389\u4e0b\u7684\u9985\u997c\u201d\u8d26\u6237\u4e2d\uff0c\u5c3d\u7ba1\u5728\u7406\u6027\u7684\u7ecf\u6d4e\u8ba1\u7b97\u6cd5\u5219\u4e2d\uff0c\u91d1\u94b1\u4e0d\u5e94\u88ab\u8d34\u4e0a\u6807\u7b7e\uff0c\u6ca1\u6709\u7279\u5f02\u6027\u3002<\/p>\n

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\u4ee4\u5ba2\u6237\u52b3\u795e\u8d39\u529b\u7684\u4e8b\u60c5\u6700\u5bb9\u6613\u5f15\u8d77\u4ed6\u4eec\u7684\u4e0d\u6ee1\uff0c\u8d1d\u6069\u54a8\u8be2\u636e\u6b64\u751a\u81f3\u63d0\u51fa\u4e86\u4e00\u4e2a\u89c2\u70b9\uff0c\u5373\u8bc4\u4f30\u5ba2\u6237\u5bf9\u670d\u52a1\u7684\u4e0d\u6ee1\u7a0b\u5ea6\u53ef\u4ee5\u7528\u201c\u5ba2\u6237\u8d39\u529b\u5ea6\u201d\uff08CES, Customer Effort Score\uff09\u6307\u6807\u3002\u60f3\u60f3\u65e5\u5e38\u751f\u6d3b\u548c\u5de5\u4f5c\u4e2d\uff0c\u5728\u63a5\u53d7\u201c\u670d\u52a1\u201d\u65f6\uff0c\u6709\u591a\u5c11\u8ba9\u6211\u4eec\u52b3\u795e\u8d39\u529b\u7684\u4e8b\u60c5\u53d1\u751f\u5427\u3002\u5728\u533b\u9662\u91cc\uff0c\u75db\u82e6\u7684\u75c5\u60a3\u4e0d\u5f97\u4e0d\u7ecf\u5386\u6302\u53f7\u3001\u8bca\u5ba4\u95e8\u53e3\u7b49\u5f85\u3001\u5404\u9879\u68c0\u67e5\u3001\u518d\u6b21\u751a\u81f3\u662f\u591a\u6b21\u4ea4\u8d39\u3001\u6392\u961f\u9886\u53d6\u68c0\u67e5\u7ed3\u679c\u3001\u518d\u6b21\u53bb\u8bca\u5ba4\u786e\u8bca\u9886\u53d6\u5904\u65b9\u3001\u5212\u4ef7\u3001\u518d\u4ea4\u8d39\u3001\u62ff\u836f\u7b49\u6d41\u7a0b\u22ef\u22ef\u4ece\u4e00\u697c\u5230\u4e8c\u697c\u3001\u4ece\u95e8\u8bca\u697c\u5230\u68c0\u9a8c\u697c\uff0c\u8fd9\u4e00\u8fde\u4e32\u7684\u52a8\u4f5c\u548c\u7b49\u5f85\u6709\u591a\u6298\u817e\u3002<\/p>\n

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