ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®åžå Žã¯ãä»æ¥ã競äºãæ¿åããŠããŸãããããªäžã顧客äœéšãåäžãããããšã¯ãããžãã¹ãæç¶çã«æé·ããããã«æ¬ ãããŸãããã§ã¯ãã©ã®ããã«ããŠãµãŒãã¹ã®é¡§å®¢äœéšãé«ããããžãã¹ãå·®å¥åãããããšãã§ããã®ã§ããããïŒæ¬èšäºã§ã¯ããµãã¹ã¯ãªãã·ã§ã³ã¢ãã«ã«ããã顧客äœéšã®éèŠæ§ãç解ããå®éã®æ¹åæ¹æ³ããæåäºäŸãŸã§ãå ·äœçãªè§£æ±ºçã玹ä»ããŸãã競åãšã®å·®å¥åããã€ã€ã«ãã£ã®åäžããªããŒãè³Œå ¥ã®ä¿é²ãªã©ãããžãã¹ããŒãœã³ã«ãšã£ãŠå¿ é ã®ç¥èãããããããã解説ããŸããè·å Žã§å³å®è·µã§ããå 容æºèŒã§ãå±ãããŸãã®ã§ãæ¯éãäžèªãã ããã
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®é¡§å®¢äœéšãåäžãããçç±
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã¯è¿å¹Žãå€ãã®æ¥çã§æ®åããŠããŸãããã®ããžãã¹ã¢ãã«ã«ãããŠã顧客äœéšã¯éåžžã«éèŠãªåœ¹å²ãæãããŸãã顧客äœéšãåäžãããããšã«ãããããžãã¹ã¯é¡§å®¢ã®æåŸ ãè¶ ããé·æçãªæåãåããããšãã§ããŸãã
顧客äœéšãåäžãããäž»ãªçç±ã¯ã競äºãæ¿åããŠããåžå Žã«ãããŠãèªç€Ÿã®ãµãŒãã¹ã«é åãæããŠããããä»ç€Ÿãšã®å·®å¥åãå³ãããšã§ãããŸãã顧客ã®ãã€ã€ã«ãã£ãé«ããç¶ç¶çãªåçã確ä¿ããããã«ãéèŠã§ãã
ãã®èšäºã§ã¯ããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®é¡§å®¢äœéšãåäžãããæ¹æ³ãšäºäŸã詳ããæãäžããŠãããŸããã©ã®ããã«ããŠé¡§å®¢æºè¶³åºŠãé«ããããžãã¹æé·ã«ã€ãªããããšãã§ããã®ããå ·äœçãªæŠç¥ã玹ä»ããŸãã
競åãšã®å·®å¥åãå³ã
åžå Žã«ã¯ç¡æ°ã®ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ãååšããæ¶è²»è ã¯éžæè¢ã«äºæ¬ ããŸããããã®ããããµãŒãã¹ã®å質ãæ©èœã ãã§ãªãã顧客äœéšãéããŠç«¶åãšå·®å¥åãå³ãããšãéèŠã«ãªã£ãŠããŸãã
å·®å¥åã®ããã®æŠç¥ãšããŠã¯ããµãŒãã¹ã®ããŒãœãã©ã€ãŒãŒã·ã§ã³ãæããããŸãã顧客äžäººã²ãšãã®å¥œã¿ãããŒãºã«åãããã«ã¹ã¿ãã€ãºãæäŸããããšã§ããã䜿ãåæã®è¯ããå人åãããäœéšã顧客ã«æäŸããããšãã§ããŸãã
ãŸãããµããŒãäœå¶ã®å å®ã競åãšã®å·®å¥åã«è²¢ç®ããŸããåãåããã«å¯Ÿããè¿ éãã€é©åãªå¯Ÿå¿ãããŠãŒã¶ãŒãæ±ããæœåšçãªåé¡ãå åãããŠè§£æ±ºãããµããŒãã¯ã顧客äœéšã®åäžã«ã€ãªãããŸãã
顧客ãã€ã€ã«ãã£ã®åäž
顧客äœéšã®åäžã¯ã顧客ãã€ã€ã«ãã£ã®åŒ·åã«çŽæ¥çã«åœ±é¿ããŸãã顧客ãäžè²«ããŠããžãã£ããªäœéšãåããããšã§ããã®ãµãŒãã¹ã«å¯Ÿããæçãä¿¡é ŒæãçãŸããä»ã®éžæè¢ãããäžã§ãç¶ç¶ããŠå©çšããããšããåæ©ä»ãã«ãªããŸãã
ãã€ã€ã«ãã£ã®é«ã顧客ã¯ãæ°ããªé¡§å®¢ç²åŸã®ããã®å£ã³ãã®æºæ³ãšãªãåŸãŸããæºè¶³ãã顧客ã¯èªãã®çµéšãå人ã家æããœãŒã·ã£ã«ã¡ãã£ã¢äžã§å ±æããåŸåã«ããããã®çµæãæ°èŠé¡§å®¢ã®æµå ¥ã«ã€ãªããããšããããŸãã
ããã«ãé«ããã€ã€ã«ãã£ãæã€é¡§å®¢ã¯ãã¢ããã»ã«ãã¯ãã¹ã»ã«ã®æ©äŒãå¢ããããšãã§ããŸãã顧客ããµãŒãã¹ã«å¯ŸããŠé«ãæºè¶³åºŠãæã£ãŠããã°ãè¿œå ã®ååããµãŒãã¹ãè³Œå ¥ããå¯èœæ§ãé«ããªããŸãã
ç¶ç¶çãªåçã¢ãã«ã®ç¢ºä¿
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®æåã¯ãç¶ç¶çãªåçã®ç¢ºä¿ã«äŸåããŠããŸãã顧客äœéšã®åäžã«ããã顧客ã®è§£çŽçãäœæžãããããšãããã®ç®æšéæã«ãããéµãšãªããŸãã
顧客ãæºè¶³ããäœéšãæäŸããããšã§ãé·æéã«ããã£ãŠãµãŒãã¹ãå©çšãç¶ãã確çãé«ããããšãã§ããŸããå®å®ãã顧客åºç€ã¯ãäºæž¬å¯èœãªåçãšãªããããžãã¹æé·ã®ããã®åæè³ã®äœå°ãçã¿åºããŸãã
ç¶ç¶çãªæ¹åãšé¡§å®¢ãã£ãŒãããã¯ã®ç©æ¥µçãªåã蟌ã¿ã«ããããµãŒãã¹ãé²åãããŠããããšãéèŠã§ãã顧客ã®å€åããããŒãºã«å¿ããããæè»æ§ãæã¡ãå質ã®é«ããµãŒãã¹ãæäŸãç¶ããããšã§ãåçæ§ã®é«ããµãã¹ã¯ãªãã·ã§ã³ããžãã¹ãå®çŸã§ããŸãã
顧客æºè¶³åºŠã®åäžã«ããå£ã³ãå¹æ
顧客æºè¶³åºŠã®åäžã¯ã匷åãªå£ã³ãå¹æãçã¿åºããŸããæºè¶³ãã顧客ã¯ãèªç¶ãšãã®çµéšãåšå²ã«äŒãããµãŒãã¹ã®å®£äŒåœ¹ãšãªãããšããããŸãã
å£ã³ãã¯ãæ°èŠé¡§å®¢ç²åŸã®ããã®ã³ã¹ãå¹çã®è¯ãæ¹æ³ã§ãã玹ä»ã«ãã£ãŠãµãŒãã¹ãå©çšãã顧客ã¯ãåãããé«ãä¿¡é ŒåºŠãæã£ãŠããã顧客ãšããŠã®å¯¿åœãé·ãããšãå€ããäŒæ¥ã«ãšã£ãŠäŸ¡å€ãé«ãååšã§ãã
åªãã顧客äœéšãæäŸããããšã§çã¿åºãããããžãã£ããªå£ã³ãã¯ããã©ã³ãã®èªç¥åºŠãé«ããä¿¡é Œæ§ãç¯ãäžã§è²Žéãªè³ç£ãšãªããŸããããã«ããã競äºã®æ¿ããåžå Žã«ãããŠãæç¶å¯èœãªæé·ãéããããšãå¯èœã«ãªããŸãã
顧客äœéšã枬å®ããææš
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®é¡§å®¢äœéšåäžã¯ãããžãã¹ã®æåã«ãšã£ãŠéåžžã«éèŠã§ãããã®ããã«ã¯ã顧客äœéšãæ£ç¢ºã«ææ¡ãããããå®éåããææšãå¿ èŠãšãªããŸããããã§ã¯ã顧客äœéšã枬å®ããããã®äž»èŠãªææšã«ã€ããŠçŽ¹ä»ããŸãã
顧客æºè¶³åºŠïŒCSATïŒ
顧客æºè¶³åºŠïŒCSATïŒã¯ã顧客ã補åããµãŒãã¹ã«ã©ã®çšåºŠæºè¶³ããŠãããã枬ãããã®ææšã§ããããã¯éåžžãè³Œå ¥åŸããµãŒãã¹æäŸåŸã«ãçãã¢ã³ã±ãŒããéããŠé¡§å®¢ããåŸããããã£ãŒãããã¯ã«åºã¥ããŠããŸãã
CSATã¯ãç¹å®ã®ååŒãããåãã«çŠç¹ãåœãŠãŠããã顧客ããµãŒãã¹ã®ç¹å®ã®åŽé¢ã«ã©ã®çšåºŠæºè¶³ããŠãããã瀺ããŸããããã«ãããæ¹åã®äœå°ãããå ·äœçãªãšãªã¢ãç¹å®ããã®ã«åœ¹ç«ã¡ãŸãã
ããããCSATã¯çæçãªæºè¶³åºŠã枬ããã®ã§ããã顧客ã®é·æçãªå¿ èª å¿ãç¶ç¶çãªé¢ä¿ãå®å šã«ã¯æããããªãããšããããŸãã
ãããããã¢ãŒã¿ãŒã¹ã³ã¢ïŒNPSïŒ
ãããããã¢ãŒã¿ãŒã¹ã³ã¢ïŒNPSïŒã¯ã顧客ãå人ãååã«è£œåããµãŒãã¹ãæšèŠãã確çãã0ãã10ã®ã¹ã±ãŒã«ã§è©äŸ¡ããããšã«ãã£ãŠæž¬ããŸããNPSã¯ã顧客ã®ç¶ç¶çãªå¿ èª å¿ããã³ãã©ã³ããžã®è¯å®çãªææ ãè©äŸ¡ããããã®åŒ·åãªææšãšãããŠããŸãã
ã¹ã³ã¢ã«åºã¥ããŠã顧客ã¯3ã€ã®ã«ããŽãªãŒã«åé¡ãããŸãïŒããã¢ãŒã¿ãŒïŒã¹ã³ã¢9-10ïŒãããã·ãïŒã¹ã³ã¢7-8ïŒãããã©ã¯ã¿ãŒïŒ0-6ïŒãããã¢ãŒã¿ãŒã®å²åããããã©ã¯ã¿ãŒã®å²åãå·®ãåŒããæ°å€ãNPSãšãªããŸãã
NPSã¯é¡§å®¢ãã€ã€ã«ãã£ã®åŒ·åãªææšã§ããããµãŒãã¹ã補åã®å°æ¥çãªæé·ã«å¯äžããã客æ§ã®å²åãå®éåããŸãã
顧客寿åœäŸ¡å€ïŒCLVïŒ
顧客寿åœäŸ¡å€ïŒCLVïŒã¯ã顧客ãããžãã¹ãšã®é¢ä¿ãéããŠçã¿åºããšäºæž¬ãããå©çã®ç·é¡ã枬ãããšã«ããã顧客ã®é·æçãªäŸ¡å€ãè©äŸ¡ããææšã§ããããã¯ã顧客ãçæããäºæ³åçããããã®é¡§å®¢ãç²åŸããã³ç¶æããã®ã«å¿ èŠãªã³ã¹ããå·®ãåŒãããã®ã§ãã
CLVãæ倧åããããšã¯ããµãã¹ã¯ãªãã·ã§ã³ããžãã¹ã«ãšã£ãŠéåžžã«éèŠã§ãããªããªããé«ãCLVãæã€é¡§å®¢ã¯ãããå€ãã®åçããããããããŒã±ãã£ã³ã°ãšé¡§å®¢ç²åŸã®ã³ã¹ããçžæ®ºããããšãã§ããããã§ãã
顧客äœéšã®åäžã¯CLVã®åäžã«çŽæ¥çã«å¯äžããŸããæºè¶³ãã顧客ã¯ããé·ããµãŒãã¹ãç¶ç¶ããããå€ãã®è£œåããµãŒãã¹ãè³Œå ¥ããä»ã®æœåšçãªé¡§å®¢ã«å¯ŸããŠç©æ¥µçã«ããžãã¹ãæšèŠããå¯èœæ§ãé«ãããã§ãã
ãã£ãŒã³çã®åæ
ãã£ãŒã³çã¯ãç¹å®ã®æéå ã«ãµãŒãã¹ããé¢ãã顧客ã®å²åã瀺ãææšã§ãããã£ãŒã³çã¯ã顧客äœéšã®è³ªã«é¢ããéèŠãªæŽå¯ãæäŸããŸããé«ããã£ãŒã³çã¯ã顧客ã®èŠæãæåŸ ã«åèŽããŠããªãå¯èœæ§ããããµãŒãã¹ã®é åã瀺åããŠããŸãã
ãã£ãŒã³çã®äœäžã¯ã顧客æºè¶³åºŠã®åäžãããè¯ã顧客é¢ä¿ã®æ§ç¯ããããŠçµæãšããŠé·æçãªåçã®åäžã«ã€ãªãããŸãããã®ããããã£ãŒã³çãæžããããšã¯ããµãã¹ã¯ãªãã·ã§ã³ããžãã¹ã«ãšã£ãŠæ¥µããŠéèŠãšãªããŸãã
ãã£ãŒã³çãæ¹åããããã«ã¯ã顧客ããµãŒãã¹ããé¢ããåå ãç¹å®ããããã«å¯ŸåŠããå¿ èŠããããŸãã顧客ãã£ãŒãããã¯ã®åéãšåæãéããŠããã®ãããªåå ãç解ããããã«åºã¥ããŠé¡§å®¢äœéšãæ¹åããããšãã§ããŸãã
顧客äœéšãåäžãããããŒã¿ãããã€ã³ã
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®æåã¯ã顧客äœéšã®å質ã«å€§ããäŸåããŠããŸãã以äžã§ã¯ããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®é¡§å®¢äœéšãåäžãããããã®ããŒã¿ãããã€ã³ãã«ã€ããŠè©³è¿°ããŸãã
ãªã³ããŒãã£ã³ã°ããã»ã¹ã®æé©å
ãªã³ããŒãã£ã³ã°ããã»ã¹ã¯ã顧客ããµãŒãã¹ã«åããŠè§ŠããéèŠãªç¬éã§ãããã®ããã»ã¹ãã¹ã ãŒãºãã€æè²çã«èšèšããããšã§ã顧客ã®ç解ãšæºè¶³åºŠãé«ããããšãå¯èœã§ãã
é«å質ãªãªã³ããŒãã£ã³ã°äœéšãæäŸããã«ã¯ãã¯ãªã¢ãªã€ã³ã¿ãŒãã§ãŒã¹èšèšãå³æã®ãã£ãŒãããã¯ãåã³ç°¡æãªãã¥ãŒããªã¢ã«ãäžå¯æ¬ ã§ããããã«ãã£ãŠé¡§å®¢ã¯æåã®å©çšãããµãŒãã¹ã®äŸ¡å€ãç解ããç¶ç¶çãªå©çšã«ã€ãªãããŸãã
äŸãã°ãåç»ã¹ããªãŒãã³ã°ãµãŒãã¹ã§ã¯ãååãã°ã€ã³æã«å¥œã¿ã®ãžã£ã³ã«éžæãä¿ããã«ã¹ã¿ãã€ãºãããã³ã³ãã³ãæšèŠãè¡ãããšãæå¹ã§ãããã®ãããªã¢ãããŒãã¯ã顧客ã«å¯ŸããŠããŒãœãã©ã€ãºãããäœéšãæäŸããæºè¶³åºŠãé«ããŸãã
ã«ã¹ã¿ããŒãµããŒãã®è³ªã®åäž
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã«ãããŠãè¿ éãã€å¹æçãªã«ã¹ã¿ããŒãµããŒãã¯ã顧客äœéšã倧ããå·Šå³ããŸãã顧客ã®åé¡ãçåã«å¯ŸããŠéããã«å¯Ÿå¿ããããšã§ãä¿¡é Œæãé«ããããšãã§ããŸãã
ãã£ãããããã®å°å ¥ã24æéäœå¶ã®ã«ã¹ã¿ããŒãµããŒããFAQã»ã¯ã·ã§ã³ã®å å®ãªã©ã顧客ãèªåã®åé¡ãç°¡åã«è§£æ±ºã§ããä»çµã¿ãæŽããããšãéèŠã§ããããã«ãã£ãŠã顧客ã®ãã©ã¹ãã¬ãŒã·ã§ã³ã軜æžãããµãŒãã¹ãžã®æºè¶³åºŠãé«ããããšãã§ããŸãã
ãŸãã顧客ãµããŒãããŒã ã®ç¶ç¶çãªãã¬ãŒãã³ã°ãéããŠã質ã®é«ããµããŒããæäŸããããšã crucial ã§ãã顧客ããã®ãã£ãŒãããã¯ãç©æ¥µçã«åãå ¥ãããµããŒãã®è³ªãç¶ç¶çã«åäžãããåªåãæ±ããããŸãã
ããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³
顧客äžäººã²ãšãã«åãããããŒãœãã©ã€ãºãããã³ãã¥ãã±ãŒã·ã§ã³ã¯ã顧客äœéšãåäžãããäžã§éåžžã«å¹æçã§ãã顧客ã®è¡åã奜ã¿ãåæããããã«åºã¥ããã«ã¹ã¿ãã€ãºãããã¡ãã»ãŒãžãéãããšã§ã顧客ã®é¢äžãæ·±ããŸãã
ã¡ãŒã«ããŒã±ãã£ã³ã°ãã¢ããªå éç¥ãéããŠã顧客ã«å¯ŸããŠç¹å¥ãªãªãã¡ãŒãæ°ããæ©èœãããããã®ã³ã³ãã³ããªã©ãæäŸããããšãæå¹ã§ããéèŠãªã®ã¯ã顧客ã®èå³ãããŒãºã«çŽ°å¿ã®æ³šæãæããé床ãªããã¢ãŒã·ã§ã³ãé¿ããããšã§ãã
顧客ã®è¡åããŒã¿ã掻çšããããšã§ãããç確ãªããŒãœãã©ã€ãŒãŒã·ã§ã³ãå®çŸããŸããäŸãã°ãéå»ã®è³Œè²·å±¥æŽãé²èŠ§å±¥æŽãåæãã顧客ã®é¢å¿ãé«ããšæãããååããµãŒãã¹ãæšèŠããããšãæããããŸãã
ãã£ãŒãããã¯ã«ãŒãã®æŽ»çš
顧客ããã®ãã£ãŒãããã¯ã¯ããµãŒãã¹æ¹åã®ããã®è²Žéãªæ å ±æºã§ãããã£ãŒãããã¯ã«ãŒãã確ç«ããããšã§ã顧客ã®å£°ãå¹æçã«åéããããã«åºã¥ããæ¹åãè¡ãããšãå¯èœã§ãã
å®æçãªã¢ã³ã±ãŒãã®å®æœãã¬ãã¥ãŒã·ã¹ãã ã®å°å ¥ããœãŒã·ã£ã«ã¡ãã£ã¢ãéãã顧客ãšã®å¯Ÿè©±ãªã©ãå€æ§ãªã¢ãããŒãã§é¡§å®¢ã®æèŠãèãããšãéèŠã§ããããã«ãã£ãŠã顧客ãçŽé¢ããåé¡ãè¿ éã«ç¹å®ãã解決çãè¬ããããšãã§ããŸãã
ãŸãã顧客ããã®ãã£ãŒãããã¯ãå ¬éãããã®ãã£ãŒãããã¯ã«åºã¥ããŠè¡ã£ãæ¹åçãå ±æããããšãæå¹ã§ããããã«ãã£ãŠã顧客ã¯èªèº«ã®æèŠããµãŒãã¹æ¹åã«æŽ»ããããŠãããšæããããäžå±€ãµãŒãã¹ãžã®ä¿¡é Œãšæºè¶³æãé«ããããšãã§ããŸãã
ããžã¿ã«æè¡ã掻çšãã顧客äœéšã®åäž
AIãšãã£ãããããã«ãã24/7ãµããŒã
AIãšãã£ãããããã®å°å ¥ã«ããããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã¯åŸæ¥ã«æ¯ã¹ãŠå¿çæéãå€§å¹ ã«ççž®ãã24æé365æ¥ã®ãµããŒããå®çŸããŠããŸãã顧客ããã®åãåããã«å³åº§ã«å¯Ÿå¿ã§ããäœå¶ã¯ã顧客æºè¶³åºŠãåäžãããéèŠãªèŠçŽ ã§ãã
ãŸããAIãã£ãããããã¯ç¶ç¶çãªåŠç¿ã«ãããã®ç²ŸåºŠãé«ããŠãããè€éãªé¡§å®¢ã®åãåããã«ã察å¿å¯èœã«ãªã£ãŠããŸããããã¯ã顧客ãã¹ã ãŒãºã«æ å ±ãåŸãããäœéšãæäŸãã顧客ãšã®è¯å¥œãªé¢ä¿æ§ç¯ã«è²¢ç®ããŠããŸãã
ããã«ããã®æè¡ã¯é¡§å®¢ãµããŒãã®ã³ã¹ãåæžã«ãç¹ããããããµãŒãã¹æäŸäŒæ¥ã«ãšã£ãŠã倧ããªã¡ãªãããšãªã£ãŠããŸãã質ã®é«ãã«ã¹ã¿ããŒãµããŒããç¶æãã€ã€ãéå¶ã³ã¹ãã®ãã©ã³ã¹ãåãããšãå¯èœã§ãã
ãã·ã³ã©ãŒãã³ã°ã«ããããŒãœãã©ã€ãŒãŒã·ã§ã³
ãã·ã³ã©ãŒãã³ã°ã掻çšããããŒãœãã©ã€ãŒãŒã·ã§ã³ã¯ã顧客äžäººã²ãšãã®å¥œã¿ãèå³ã«åããããµãŒãã¹ã®æäŸãå¯èœã«ããŸããããã«ããããŠãŒã¶ãŒã¯èªåã«æé©åãããã³ã³ãã³ãããµãŒãã¹ã享åã§ãããããæºè¶³åºŠãé«ãŸããŸãã
äŸãã°ãã¹ããªãŒãã³ã°ãã©ãããã©ãŒã ã§ã¯ãåã ã®èŠèŽå±¥æŽãè©äŸ¡ãåºã«æšèŠã³ã³ãã³ãã衚瀺ãããŸããããã«ããããŠãŒã¶ãŒã¯èªåã®å¥œã¿ã«åãããã³ã³ãã³ããç°¡åã«èŠã€ããããšãã§ããã¹ããªãŒãã³ã°ãµãŒãã¹ã®å©çšäœéšãåäžããŠããŸãã
ããŒãœãã©ã€ãŒãŒã·ã§ã³ã¯ã顧客ãé¢å¿ãæã€å¯èœæ§ã®é«ãæ°ããååããµãŒãã¹ãçºèŠãããã£ãããæäŸããããšãã§ããŸãããã®ãããªåå¥åããããšã¯ã¹ããªãšã³ã¹ã¯ã顧客ã®ãšã³ã²ãŒãžã¡ã³ããé«ãããªãã³ã·ã§ã³çã®åäžã«ç¹ãããŸãã
ããŒã¿åæã«ãã顧客ã®è¡åäºæž¬
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã§ã¯ã顧客ã®è¡åããŒã¿ãåéãããããåæããããšã«ãã£ãŠæªæ¥ã®é¡§å®¢è¡åãäºæž¬ããŸãããã®äºæž¬ã«åºã¥ããŠãããå¹ççãªããŒã±ãã£ã³ã°æŠç¥ãç«æ¡ãããã顧客ã欲ãããšæããµãŒãã¹ãæäŸããããšã§ãæºè¶³åºŠã®åäžãå³ã£ãŠããŸãã
ãŸããããŒã¿åæã¯é¡§å®¢ããµãŒãã¹ã解çŽããå¯èœæ§ãäºæž¬ããã®ã«ã掻çšãããŠããŸããç¹å®ã®ãã¿ãŒã³ãè¡åãèŠãããå Žåããã®é¡§å®¢ãé«ã確çã§è§£çŽãèããŠãããšå€æãã解çŽãé²ãããã®ã¢ã¯ã·ã§ã³ãèµ·ããããšãã§ããŸãã
ããããããŒã¿ã«åºã¥ããã¢ãããŒãã¯ã顧客ã«ãšã£ãŠæå³ã®ãããµãŒãã¹æ¹åãžãšç¹ãããé·æçãªé¡§å®¢é¢ä¿ã®æ§ç¯ã«è²¢ç®ããŠããŸããããŒã¿ã®åéãšåæã¯ã顧客äœéšã®åäžã®ããã®éèŠãªæ段ãšãªã£ãŠããŸãã
ã¢ãã€ã«ã¢ããªãä»ãããšã³ã²ãŒãžã¡ã³ãã®åŒ·å
ã¢ãã€ã«ã¢ããªã¯ã顧客äœéšã®åäžãšãšã³ã²ãŒãžã¡ã³ã匷åã®ããã®éèŠãªããŒã«ãšãªã£ãŠããŸããã¢ããªãéããŠããŠãŒã¶ãŒã¯ãã€ã§ãã©ãã§ããµãŒãã¹ã«ã¢ã¯ã»ã¹ããç¶ç¶çãªãšã³ã²ãŒãžã¡ã³ããä¿ã€ããšãã§ããŸãã
ã¢ããªå ã§ã®ããã·ã¥éç¥ã¯ã顧客ã«å¯ŸããŠæ°ããã³ã³ãã³ãããªãã¡ãŒãèå³æ·±ãæ å ±ãçŽæ¥äŒããæ段ãšããŠå¹æçã§ããããã«ããã顧客ã¯åžžã«ææ°ã®æ å ±ãæã«å ¥ããããšãã§ãããµãŒãã¹ãžã®é¢å¿ãé«ãŸããŸãã
ããã«ãã¢ãã€ã«ã¢ããªã¯é¡§å®¢ãã£ãŒãããã¯ã®åéã«ãæå¹ã§ãããŠãŒã¶ãŒããã®çŽæ¥çãªãã£ãŒãããã¯ãåãåãããšã§ããµãŒãã¹ã®å質åäžãæ°ããªæ©èœã®éçºã«åœ¹ç«ãŠãããšãã§ããŸããã¢ãã€ã«ã¢ããªãéãããšã³ã²ãŒãžã¡ã³ãã®åŒ·åã¯ã顧客æºè¶³åºŠãé«ããããžãã¹æé·ã«çŽçµããŠããŸãã
顧客äœéšåäžã®ããã®ã³ã³ãã³ãæŠç¥
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã«ããã顧客äœéšã¯ã顧客ã®æºè¶³åºŠãšãã€ã€ã«ãã£ãé«ããããã«éèŠãªèŠçŽ ã§ãããã®èšäºã§ã¯ã顧客äœéšãåäžãããããã®ã³ã³ãã³ãæŠç¥ã«æ³šç®ããå ·äœçãªæ¹æ³ãšå®éã®äºäŸã玹ä»ããŸãã
æè²çãªã³ã³ãã³ãã®æäŸ
æè²çãªã³ã³ãã³ããæäŸããããšã¯ã顧客ããµãŒãã¹ã®äŸ¡å€ãããæ·±ãç解ããèªèº«ã®ããŒãºã«åãããŠæŽ»çšã§ããããã«ãªãããã®éµã§ããç¹ã«æ°èŠé¡§å®¢ã«ãšã£ãŠã¯ããµãŒãã¹ã®äœ¿ãæ¹ãåŠã¶ããã®ãªãœãŒã¹ãäžå¯æ¬ ã§ãã
ããšãã°ããããªã¹ããªãŒãã³ã°ãµãŒãã¹ã§ã¯ãå©çšæ¹æ³ã®ãã¥ãŒããªã¢ã«ãã³ã³ãã³ãã®éžã³æ¹ãæåããèšäºãæäŸããããšãå¹æçã§ããããã«ããã顧客ã¯ãµãŒãã¹ã®äœ¿ãæ¹ãè¿ éã«åŠã³ãæºè¶³åºŠãé«ããŸãã
ãŸããå¥åº·ããã£ãããã¹é¢é£ã®ãµãã¹ã¯ãªãã·ã§ã³ã§ã¯ãæ é€ããã¬ãŒãã³ã°æ¹æ³ã«é¢ããæ å ±ãæäŸããããšãã顧客ã®ã©ã€ãã¹ã¿ã€ã«æ¹åã«è²¢ç®ãããµãŒãã¹ãžã®å¿ èª å¿ãè²ãŠãããšã«ã€ãªãããŸãã
ãšã³ã¿ãŒãã€ã¡ã³ãèŠçŽ ã®çµã¿èŸŒã¿
ãšã³ã¿ãŒãã€ã¡ã³ãã¯ã顧客ã®é¢äžãæ·±ãããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ããã楜ãããã®ã«ããæ¹æ³ã§ããã³ã³ãã³ãèªäœããšã³ã¿ãŒãã€ã¡ã³ãã§ããå Žåãããã°ãæè²çãªèŠçŽ ã«ãšã³ã¿ãŒãã€ã³ã¡ã³ããç¹ã亀ããããšãå¯èœã§ãã
äŸãã°ãæçæ宀ã®ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã§ã¯ãã¬ã·ãã®èª¬æã ãã§ãªããããã®ã·ã§ãã«ãã調çã®ãã¢ã³ã¹ãã¬ãŒã·ã§ã³ãé¢çœãããã玹ä»ããããšã§ãèŠèŽè ã®åŠã³ãšæ¥œãã¿ãäž¡ç«ãããããšãã§ããŸãã
ãŸããã¢ããªãéããŠæäŸããããã£ãããã¹ãã£ã¬ã³ãžã¯ãå人ãšã®ãªãŒããŒããŒã競äºãªã©ãã²ãŒããã£ã±ãŒã·ã§ã³ã®èŠçŽ ãåãå ¥ããããšã«ããã楜ãã¿ãªããã¢ãããŒã·ã§ã³ãä¿ã€ããšãã§ããŸãã
ã€ã³ã¿ã©ã¯ãã£ãã³ã³ãã³ãã®æŽ»çš
ã€ã³ã¿ã©ã¯ãã£ãã³ã³ãã³ãã®æŽ»çšã¯ã顧客ãèœåçã«ãµãŒãã¹ã«åå ããæ©äŒãæäŸãããšã³ã²ãŒãžã¡ã³ããåäžãããããã®æå¹ãªæ段ã§ããã¢ã³ã±ãŒããã¯ã€ãºãã€ã³ã¿ã©ã¯ãã£ãåç»ãªã©ã¯ãåå ãä¿ããåã ã®é¡§å®¢ã«åãããå 容ãæäŸããããšãå¯èœã§ãã
ãªã³ã©ã€ã³æè²ãã©ãããã©ãŒã ã§ã¯ãåè¬è ããªã¢ã«ã¿ã€ã ã§è³ªåãããã課é¡ãæåºããŠãã£ãŒãããã¯ãåãåãããšã§ãããå®è·µçãªåŠç¿çµéšãåŸãããŸããããã«ããã顧客ã¯ãµãŒãã¹ã«æ·±ãé¢ãããæºè¶³åºŠãé«ããããšãã§ããŸãã
ããã«ãã€ã³ã¿ã©ã¯ãã£ãã³ã³ãã³ãã¯é¡§å®¢ããŒã¿ã®åéã«ã圹ç«ã¡ãŸãã顧客ã®éžæãåå¿ããåŸãããããŒã¿ãåæããããšã§ããµãŒãã¹ã®ããŒãœãã©ã€ãºãé²ãã顧客äœéšãããã«åäžãããããšãã§ããŸãã
ãŠãŒã¶ãŒã³ãã¥ããã£ã®æ§ç¯
ãŠãŒã¶ãŒã³ãã¥ããã£ã®æ§ç¯ã¯ã顧客ããµãŒãã¹ãéããŠä»ã®ãŠãŒã¶ãŒãšã€ãªãããæ å ±ãå ±æãåãå ŽãæäŸããããšã«ããã顧客äœéšãåäžãããããã®éèŠãªæŠç¥ã§ããå ±éã®é¢å¿äºãæã£ã人ã ãéãŸãããšã§ããµãŒãã¹ã«å¯Ÿããç±æãé«ãŸããŸãã
äŸãã°ãçŸå®¹é¢é£ã®ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã§ã¯ããŠãŒã¶ãŒãååã®ã¬ãã¥ãŒã䜿çšæãå ±æãããã©ãŒã©ã ãèšçœ®ããããšã§ãçã®ãŠãŒã¶ãŒãšã¯ã¹ããªãšã³ã¹ãå ±æãããæ°èŠé¡§å®¢ã®ä¿¡é Œç²åŸã«ã€ãªãããŸãã
ãŸããç¹å®ã®è¶£å³ã掻åã«çŠç¹ãåœãŠããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã§ã¯ããªãã©ã€ã³ã€ãã³ãã®éå¬ãäŒå¡éå®ã®ãªã³ã©ã€ã³ã»ãã·ã§ã³ãéããŠãã³ãã¥ããã£ã®çµæã匷åãã顧客éã®äº€æµãä¿é²ããããšãã§ããŸãã
æåäºäŸããåŠã¶
æåäºäŸããåŠã¶
æ¥çå¥é¡§å®¢äœéšã®åäžäºäŸ
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã¯ã顧客ã«ç¶ç¶çãªäŸ¡å€ãæäŸããããšãç®çãšããŠããŸãããšã³ã¿ãŒãã€ã¡ã³ãæ¥çã®äŒæ¥ã¯ãç¬èªã®ã³ã³ãã³ããšåæ§çãªãŠãŒã¶ãŒã€ã³ã¿ãŒãã§ãŒã¹ã§é¡§å®¢äœéšãåäžãããŠããŸããäŸãã°ãåå¥ã®èŠèŽæšèŠæ©èœãæäŸããããšã§ããŠãŒã¶ãŒã¯èªåã®å¥œã¿ã«åã£ãã³ã³ãã³ãã容æã«èŠã€ããããšãã§ããŸãã
äžæ¹ãããŒãé éãµãŒãã¹æ¥çã§ã¯ã粟å¯ãªé éäºæž¬ã·ã¹ãã ãšã«ã¹ã¿ãã€ãºå¯èœãªã¡ãã¥ãŒãªãã·ã§ã³ãå®è£ ããããšã§ã顧客äœéšã倧ããåäžãããŠããŸããããã«ããã顧客ã¯é éã®æ£ç¢ºãªã¿ã€ãã³ã°ãç¥ãããšãã§ããé£äºã®å¥œã¿ã«åãããŠã¡ãã¥ãŒãã«ã¹ã¿ãã€ãºããããšãã§ããŸãã
æè²é¢é£ã®ãµãã¹ã¯ãªãã·ã§ã³ã§ã¯ãã€ã³ã¿ã©ã¯ãã£ããªåŠç¿ããŒã«ããåŠç¿ã¹ã¿ã€ã«ã«åãããã«ãªãã¥ã©ã ãæäŸããããšã§ãåŠã³ã®äœéšãåå¥åããŠããŸãããã®ããã«ãæ¥çã«å¿ããŠã«ã¹ã¿ãã€ãºããã顧客äœéšãããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®æåã«äžå¯æ¬ ã§ãã
å°èŠæš¡ããžãã¹ã«ãããå¹æçãªæŠç¥
å°èŠæš¡ããžãã¹ããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã§æåããããã®éµã¯ã顧客ãšã®å¯æ¥ãªé¢ä¿æ§ç¯ã«ãããŸããäŸãã°ã顧客ããã®ãã£ãŒãããã¯ãå¹æçã«æŽ»çšãããµãŒãã¹ã®æ¹åãæ°ããªäŸ¡å€ã®æäŸãè¡ãããšãéèŠã§ãã顧客ã«å¯ãæ·»ã£ããµããŒããšãå®æçãªã³ãã¥ãã±ãŒã·ã§ã³ãè¡ãããšã§ã顧客ã®æºè¶³åºŠãšãã€ã€ãªãã£ãåäžãããããšãã§ããŸãã
ãŸããå°èŠæš¡ããžãã¹ã¯ãç¹å®ã®ãããåžå Žã«ãã©ãŒã«ã¹ããããšã§ãç¬èªã®é¡§å®¢äœéšãæäŸããããšãå¯èœã§ããç¬èªæ§ã®é«ããããã¯ãããµãŒãã¹ãæäŸããããšã§ã競åä»ç€Ÿãšã®å·®å¥åãå³ãã顧客ã®å¿ãæŽãããšãã§ããŸãã
ããã«ããœãŒã·ã£ã«ã¡ãã£ã¢ã掻çšããããŒã±ãã£ã³ã°æŠç¥ããå°èŠæš¡ããžãã¹ã«ãšã£ãŠäŸ¡å€ãé«ãæ段ã§ãã顧客ãšã®çŽæ¥çãªã³ãã¥ãã±ãŒã·ã§ã³ãéããŠããã©ã³ãã®èªç¥åºŠãé«ããä¿¡é Œé¢ä¿ãç¯ãããšãã§ããŸãã
倱æããã®åŠã³
倱æäºäŸããåŠã¶ããšã¯ããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®æåã«åããŠæ¬ ãããªãèŠçŽ ã§ããäŸãã°ã顧客ã®ããŒãºãæåŸ ã«å¿ããããªããµãŒãã¹ã¯ãé«ã解çŽçã«çŽçµããããšãå€ãã§ãã顧客ã®å£°ã«è³ãåŸããç¶ç¶çãªæ¹åãæ ããªã姿å¢ãéèŠã§ãã
ãŸããé床ãªããŒã±ãã£ã³ã°ããäžéæãªæéäœç³»ã¯ã顧客ã®ä¿¡é Œã倱ãåå ã«ãªããŸãã顧客ã«å¯ŸããŠéææ§ãšèª å®ããæã£ãŠæ¥ããããšããé·æçãªé¢ä¿æ§ç¯ã®åºç€ãšãªããŸãã
æè¡çãªåé¡ãã顧客ãµããŒãã®äžè¶³ããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã«ãããäžè¬çãªå€±æã®äŸã§ãã䜿ãåæã®è¯ãã€ã³ã¿ãŒãã§ãŒã¹ã®æäŸããè¿ éã§èŠªèº«ãªã«ã¹ã¿ããŒãµããŒãã®æŽåã¯ã顧客æºè¶³åºŠãé«ããããã«äžå¯æ¬ ã§ãã
å€åããåžå Žã«å¯Ÿå¿ãã顧客äœéšæŠç¥
åžå Žã®å€åã«æè»ã«å¯Ÿå¿ããããã«ã¯ã顧客äœéšãåžžã«èŠçŽããæ¹åããå¿ èŠããããŸãããã¯ãããžãŒã®é²åã掻çšããŠãããå人åããããµãŒãã¹ã®æäŸãå¯èœã§ããäŸãã°ãAIæè¡ãçšããããŒãœãã©ã€ãºãããæšèŠã·ã¹ãã ã¯ã顧客ã«ç¬èªã®äœéšãæäŸãã匷åãªããŒã«ã§ãã
ããã«ã顧客ããŒã¿ãåæããç¶ç¶çãªåŠç¿ãè¡ãããšã§ã顧客ã®å€åããããŒãºã«è¿ éã«å¯Ÿå¿ããããšãã§ããŸãã顧客ããã®ãã£ãŒãããã¯ãè¡åããŒã¿ã掻çšããããšã§ããµãŒãã¹ã®æ¹åç¹ãèŠã€ãåºãã顧客æºè¶³åºŠãåäžãããããšãå¯èœã§ãã
æåŸã«ãå€åããåžå Žç°å¢ã§ã¯ãé©æ°çãªããžãã¹ã¢ãã«ã®æ¡çšãããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®æé·ã«ã€ãªãããŸããåžå Žã®ãã¬ã³ããææ¡ããæè»ãªãµãŒãã¹èšèšãšäŸ¡æ ŒæŠç¥ã§ã顧客ã«æ°ããªäŸ¡å€ãæäŸãç¶ããããšãéèŠã§ãã
ãŸãšã
ãµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®é¡§å®¢äœéšãåäžãããããšã¯ãããžãã¹ã®æç¶å¯èœæ§ãšæé·ã«äžå¯æ¬ ã§ããå·®å¥åã顧客ãã€ã€ã«ãã£ã®åäžãç¶ç¶çãªåçã®ç¢ºä¿ããããŠå£ã³ããéããæ°èŠé¡§å®¢ã®ç²åŸã«åœ¹ç«ã¡ãŸãã顧客äœéšã枬ãã«ã¯ãCSATãNPSãCLVããã£ãŒã³çãªã©ã®ææšãæå¹ã§ããéèŠãªã¿ãããã€ã³ãã§ã¯ããªã³ããŒãã£ã³ã°ãã«ã¹ã¿ããŒãµããŒãã®è³ªãåå¥åãããã³ãã¥ãã±ãŒã·ã§ã³ããã£ãŒãããã¯ã®åéãããŒãšãªããŸããããžã¿ã«æè¡ãç¹ã«AIããã·ã³ã©ãŒãã³ã°ãããŒã¿åæã掻çšããã¢ãã€ã«ãšã³ã²ãŒãžã¡ã³ããéããŠã顧客äœéšãäžå±€æ·±ããããšãã§ããŸããã³ã³ãã³ãæŠç¥ã§ã¯ãæè²çããšã³ã¿ãŒãã€ã¡ã³ããã€ã³ã¿ã©ã¯ãã£ããªã³ã³ãã³ãããŠãŒã¶ãŒã³ãã¥ããã£ãéèŠã§ããæ¥çå¥ã®æåäºäŸãå°èŠæš¡ããžãã¹ã§ã®å¹æçãªæŠç¥ã倱æããã®åŠã³ãçµãŠãåžå Žã®å€åã«é©å¿ããããšãéèŠã§ãããµãã¹ã¯ãªãã·ã§ã³ãµãŒãã¹ã®é¡§å®¢äœéšãèŠçŽããããžãã¹ãæé·ãããŸãããã