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首页> 外文会议>Ninth International Conference on Human-Computer Interaction, Aug 5-10, 2001, New Orleans, Louisiana U.S.A. >CREATING THE CUSTOMER EXPERIENCE: HOLISTIC INTERACTION FROM WEBSITE TO CALL CENTER AND BEYOND
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CREATING THE CUSTOMER EXPERIENCE: HOLISTIC INTERACTION FROM WEBSITE TO CALL CENTER AND BEYOND

机译：建立客户体验：从网站到呼叫中心以及超越客户的整体互动

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摘要

In an age where the competition is a click away, the key to a company gaining customer loyalty is to forge a meaningful relationship with a customer and create an exceptional customer experience. This is not as easy as simply constructing a website, it means creating a personalized experience that encompasses all customer touchpoints. The web channel must be integrated with the call center, the fulfilment channel and any field staff because each of these contributes to the whole customer perception of service. The challenge is to design the system for delivery of customer service from the point of view of the holistic customer experience. The technology, process and culture should be driven by this rather than from an internal systems perspective. This paper considers how to create the customer experience using 5 basic tenets for success (Seybold, 1999) and will look at some of the work emerging to create this holistic customer experience for a major telecommunications company.
机译：在竞争无处不在的时代，公司获得客户忠诚度的关键是与客户建立有意义的关系并创造卓越的客户体验。这并不像简单地构建网站那样容易，而是意味着创建涵盖所有客户接触点的个性化体验。网络渠道必须与呼叫中心，履行渠道以及任何现场工作人员集成在一起，因为它们每个都有助于整个客户对服务的感知。挑战在于从整体客户体验的角度设计用于交付客户服务的系统。技术，流程和文化应以此为动力，而不是从内部系统的角度出发。本文考虑了如何使用5个成功的基本原则来创造客户体验（Seybold，1999年），并将探讨为大型电信公司创造这种整体客户体验的新工作。

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