电商大战，客户体验决胜负07,周广军授课见证 -【讲师网南通站】周广军授课见证,周广军博客,周广军网站,周广军文章,周广军最新文章

周广军:电商大战，客户体验决胜负07

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2016-01-20 9599

服务从线上沟通，向终端化演进，这个终端涵盖广，送货上门、安装、退换货、维修，这些接触点构成了电商业务的“虚拟”终端，却又那么实实在在的。这个虚拟终端，若是全包给物流企业，那就要在现在的送货与取货等简单模式上，添加一些自己企业的专属服务，比如现场验货、操作方法的视频、远程视频服务热线等。

服装企业，开始推出3D试衣，仅用一个手机就能完成服装的定制与试穿，随着软件的完善，线下百货商店或专卖店看样与试衣流程，就可以省去，顾客节省了跑路的麻烦和时间。不用终端，来得到同样的效果，这才是创造价值的服务。而现在的O2O，线上销售与线下服务的分离，不是长久之计。

渠道商也好，电商也罢，都只是商业流通的一部分，电商在新人得宠之际，也别丢掉商业的本质：客户体验与依赖。快速流动的电商业务，想要稳住客户，就要形成一个客户体验的综合氛围，单靠O2O这样的自说自话，无法通往商业的核心地带。大战过后的电商企业，也该回到客户体验这一商业经营本质。

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Source:System.Web
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Source:mscorlib
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