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「為什麼不能在網路上處理就好,還要我跑一趟門市?」

生活在網路發...

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「為什麼不能在網路上處理就好,還要我跑一趟門市?」

生活在網路發達、手機普及的時代裡,相信有愈來愈多消費者經常發出這樣的感嘆。這不是顧客有意刁難業者,而是明明有許多服務流程,看似透過數位科技就能進行,企業沒理由反應遲緩、食古不化。這也使得「顧客旅程」(Customer Journey)的議題重新翻紅。


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