ç©æµæ¥çã¯ãè¿å¹Žã®ECåžå Žã®æ¥éãªæ¡å€§ã«äŒŽããé«å質ãªãµãŒãã¹ãžã®éèŠãé«ãŸã£ãŠããŸãããããã人æäžè¶³ãé éã³ã¹ãã®äžæã顧客æºè¶³åºŠã®äœäžãªã©ãæ§ã ãªèª²é¡ã«çŽé¢ããŠããŸããããããäžã§ãç©æµæ¥çã«ãšã£ãŠæ°ããªããŒã±ãã£ã³ã°æŠç¥ã®å°å ¥ãæ¥åãšãªã£ãŠããŸããããã§æ³šç®ãããŠããã®ããäŒæ¥ãšé¡§å®¢ã®çµãæ·±ããããšã§å£²äžæ¡å€§ãç®æããã¡ã³ããŒã±ãã£ã³ã°ã§ããæ¬èšäºã§ã¯ãç©æµæ¥çã«ããããã¡ã³ããŒã±ãã£ã³ã°ã®éèŠæ§ãšããã®å®è·µæ¹æ³ã«ã€ããŠåå¿è åãã«åŸ¹åºè§£èª¬ããŸãããã¡ã³ããŒã±ãã£ã³ã°ãéããŠãç©æµæ¥çã®èª²é¡è§£æ±ºãšæŽãªãçºå±ã«ã€ãªããŠãããŸãããã
ç©æµæ¥ã«ããããã¡ã³ããŒã±ãã£ã³ã°ã®éèŠæ§
ç©æµæ¥çã¯ãè¿å¹Žã®æ¥éãªECåžå Žã®æ¡å€§ã«ãããããé«å質ãªãµãŒãã¹ãæ±ããããããã«ãªã£ãŠããŸãããããããç©æµæ¥çã«ãããããŒã±ãã£ã³ã°æŠç¥ã¯ããããŸã§ååã«æ€èšãããŠãããšã¯èšããŸãããããã§æ³šç®ãããŠããã®ãããã¡ã³ããŒã±ãã£ã³ã°ãšããèãæ¹ã§ããæ¬èšäºã§ã¯ãç©æµæ¥çã®çŸç¶ãšèª²é¡ãèžãŸãããã¡ã³ããŒã±ãã£ã³ã°ã®åºæ¬æŠå¿µãšãç©æµæ¥ã«ãã¡ã³ããŒã±ãã£ã³ã°ãå¿ èŠãªçç±ã«ã€ããŠè§£èª¬ããŸãã
ç©æµæ¥çã®çŸç¶ãšèª²é¡
ç©æµæ¥çã¯ãECåžå Žã®æ¡å€§ã«äŒŽããæ¥éã«æé·ããŠããŸãããããããã®äžæ¹ã§ã以äžã®ãããªèª²é¡ãæ±ããŠããŸãã
- 人æäžè¶³ã«ããé éã®é 延
- é éã³ã¹ãã®äžæ
- 顧客æºè¶³åºŠã®äœäž
- 競åä»ç€Ÿãšã®å·®å¥åã®é£ãã
ãããã®èª²é¡ã解決ããããã«ã¯ãç©æµæ¥çã«ãããããŒã±ãã£ã³ã°æŠç¥ã®åæ€èšãå¿ èŠäžå¯æ¬ ã§ããããã§æ³šç®ãããŠããã®ãããã¡ã³ããŒã±ãã£ã³ã°ãšããèãæ¹ã§ãã
ãã¡ã³ããŒã±ãã£ã³ã°ã®åºæ¬æŠå¿µ
ãã¡ã³ããŒã±ãã£ã³ã°ãšã¯ãäŒæ¥ãæäŸãããµãŒãã¹ã補åã«å¯ŸããŠç±ççãªãã¡ã³ãç²åŸãããã®ãã¡ã³ãäžå¿ã«å£²äžãæ¡å€§ããŠããããŒã±ãã£ã³ã°ææ³ã§ãããã¡ã³ããŒã±ãã£ã³ã°ã®ç¹åŸŽã¯ä»¥äžã®éãã§ãã
- 顧客ãšã®åŒ·ãçµã®æ§ç¯
- 顧客ããã®ç©æ¥µçãªå£ã³ãã®ç²åŸ
- ãªããŒãçã®åäž
- ãã©ã³ããã€ã€ãªãã£ã®åäž
ãã¡ã³ããŒã±ãã£ã³ã°ãå®è·µããããã«ã¯ã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãéèŠãã顧客ã®å£°ã«è³ãåŸããããšãéèŠã§ãããŸãã顧客ã«å¯ŸããŠæè¬ã®æ°æã¡ã瀺ãããšãæ¬ ãããŸããã
ç©æµæ¥ã«ãã¡ã³ããŒã±ãã£ã³ã°ãå¿ èŠãªçç±
ç©æµæ¥çã«ãããŠãã¡ã³ããŒã±ãã£ã³ã°ãå¿ èŠãªçç±ã¯ã以äžã®3ç¹ããããããŸãã
çç± | 説æ |
---|---|
å·®å¥åã®å®çŸ | ç©æµæ¥çã¯ç«¶åä»ç€Ÿãšã®å·®å¥åãé£ããæ¥çã§ããããã¡ã³ããŒã±ãã£ã³ã°ãå®è·µããããšã§ãä»ç€Ÿã«ã¯ãªãç¬èªã®äŸ¡å€ãæäŸããããšãã§ããŸãã |
ãªããŒãçã®åäž | ãã¡ã³ããŒã±ãã£ã³ã°ã«ãã顧客ãšã®çµãæ·±ããããšã§ããªããŒãçã®åäžãæåŸ ã§ããŸããããã«ãããå®å®ãã売äžã®ç¢ºä¿ãå¯èœã«ãªããŸãã |
ãã©ã³ã䟡å€ã®åäž | ãã¡ã³ããŒã±ãã£ã³ã°ã«ãããäŒæ¥ã®ãã©ã³ã䟡å€ãåäžãããããšãã§ããŸããããã«ãããæ°èŠé¡§å®¢ã®ç²åŸã«ãã€ãªãããŸãã |
ç©æµæ¥çã«ãããŠããã¡ã³ããŒã±ãã£ã³ã°ãå®è·µããããšã¯ã競åä»ç€Ÿãšã®å·®å¥åãå³ããå®å®ãã売äžã確ä¿ããããã«éåžžã«æå¹ãªæ段ã ãšèšããŸãã顧客ãšã®çµãæ·±ãããã©ã³ã䟡å€ãé«ããããšã§ãç©æµæ¥çã®èª²é¡è§£æ±ºã«ã€ãªããããšãæåŸ ãããŸãã
以äžãç©æµæ¥çã®çŸç¶ãšèª²é¡ãèžãŸãããã¡ã³ããŒã±ãã£ã³ã°ã®åºæ¬æŠå¿µãšãç©æµæ¥ã«ãã¡ã³ããŒã±ãã£ã³ã°ãå¿ èŠãªçç±ã«ã€ããŠè§£èª¬ããŸãããç©æµæ¥çããããªãçºå±ãéããããã«ã¯ããã¡ã³ããŒã±ãã£ã³ã°ã®èãæ¹ãåãå ¥ãã顧客ãšã®çµãæ·±ããŠããããšãéèŠã ãšèšããã§ããããç©æµæ¥çã®çæ§ã«ã¯ããã²ãã¡ã³ããŒã±ãã£ã³ã°ã«ã€ããŠæ€èšããã ããæ¥çã®çºå±ã«è²¢ç®ããŠããã ããã°ãšæããŸãã
ç©æµæ¥ã§ãã¡ã³ããŒã±ãã£ã³ã°ãæåããããã€ã³ã
ç©æµæ¥çã«ãããŠãã¡ã³ããŒã±ãã£ã³ã°ãæåãããããã«ã¯ã以äžã®3ã€ã®ãã€ã³ããéèŠãšãªããŸãã
顧客ãšã®ä¿¡é Œé¢ä¿ã®æ§ç¯
ç©æµæ¥ã«ããããã¡ã³ããŒã±ãã£ã³ã°ã®ç¬¬äžæ©ã¯ã顧客ãšã®ä¿¡é Œé¢ä¿ãç¯ãããšã§ããé éã®å質ã察å¿ã®è¯ãããã©ãã«çºçæã®è¿ éãªå¯Ÿå¿ãªã©ãéããŠã顧客ã«å®å¿ãšæºè¶³ãæäŸããããšãæ±ããããŸãããŸãã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã倧åã«ãããã£ãŒãããã¯ãç©æ¥µçã«åãå ¥ããããšã§ããµãŒãã¹ã®æ¹åã«ã€ãªããããšãã§ããŸãã
顧客ãšã®ä¿¡é Œé¢ä¿ãæ§ç¯ããããã«ã¯ã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- é éå質ã®åäž
- è¿ éãã€äžå¯§ãªé¡§å®¢å¯Ÿå¿
- 顧客æºè¶³åºŠèª¿æ»ã®å®æœ
- 顧客ã®å£°ãåæ ãããµãŒãã¹æ¹å
ç¬èªã®äŸ¡å€æäŸãšãã©ã³ãã£ã³ã°
ç©æµæ¥çã¯ç«¶åä»ç€Ÿãšã®å·®å¥åãé£ããæ¥çã§ãããç¬èªã®äŸ¡å€ãæäŸããããšã§ãã©ã³ãã£ã³ã°ãå³ãããšãã§ããŸããäŸãã°ãç°å¢ã«é æ ®ããé éãµãŒãã¹ããé«éœ¢è ãé害è ã«åªããé éãµãŒãã¹ãªã©ãä»ç€Ÿã«ã¯ãªãç¬èªã®äŸ¡å€ãæäŸããããšã§ã顧客ããã®æ¯æãåŸãããšãã§ããŸãã
ç¬èªã®äŸ¡å€æäŸãšãã©ã³ãã£ã³ã°ãå®çŸããããã«ã¯ã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- ç°å¢ã«é æ ®ããé éãµãŒãã¹ã®æäŸ
- é«éœ¢è ãé害è ã«åªããé éãµãŒãã¹ã®æäŸ
- ç¬èªã®æ¢±å æãé éè»äž¡ã®éçº
- ãã©ã³ãã€ã¡ãŒãžã®ç¢ºç«ãšçºä¿¡
å¹æçãªã³ãã¥ãã±ãŒã·ã§ã³æŠç¥
ãã¡ã³ããŒã±ãã£ã³ã°ãæåãããããã«ã¯ã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãå¹æçã«è¡ãããšãéèŠã§ããSNSãã¡ãŒã«ãã¬ãžã³ãªã©ã掻çšãã顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãå³ãããšã§ã顧客ãšã®çµãæ·±ããããšãã§ããŸãããŸããã€ãã³ãããã£ã³ããŒã³ãå®æœããããšã§ã顧客ãšã®ãšã³ã²ãŒãžã¡ã³ããé«ããããšãã§ããŸãã
å¹æçãªã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ãå®è·µããããã«ã¯ã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- SNSã掻çšããæ å ±çºä¿¡ãšé¡§å®¢ãšã®ã³ãã¥ãã±ãŒã·ã§ã³
- ã¡ãŒã«ãã¬ãžã³ã«ããå®æçãªæ å ±æäŸ
- 顧客åå åã®ã€ãã³ãããã£ã³ããŒã³ã®å®æœ
- 顧客ã®å£°ãåæ ããã³ã³ãã³ãã®å¶äœãšçºä¿¡
ç©æµæ¥çã«ãããŠãã¡ã³ããŒã±ãã£ã³ã°ãæåãããããã«ã¯ã顧客ãšã®ä¿¡é Œé¢ä¿ã®æ§ç¯ãç¬èªã®äŸ¡å€æäŸãšãã©ã³ãã£ã³ã°ãå¹æçãªã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ãéèŠãšãªããŸãããããã®ãã€ã³ããæŒããã顧客ãšã®çµãæ·±ããŠããããšã§ãç©æµæ¥çã«ãããŠããã¡ã³ããŒã±ãã£ã³ã°ãæåãããããšãã§ããã§ããããç©æµæ¥çã®çæ§ã«ã¯ããã²ãã¡ã³ããŒã±ãã£ã³ã°ã®èãæ¹ãåãå ¥ããæ¥çã®çºå±ã«è²¢ç®ããŠããã ããã°ãšæããŸãã
ç©æµæ¥ã«ããããã¡ã³ããŒã±ãã£ã³ã°ã®å®è·µæ¹æ³
ç©æµæ¥çã§ãã¡ã³ããŒã±ãã£ã³ã°ãæåãããããã«ã¯ã顧客ãšã®ä¿¡é Œé¢ä¿ã®æ§ç¯ãç¬èªã®äŸ¡å€æäŸãå¹æçãªã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ãéèŠã§ããããã§ã¯ãç©æµæ¥ã«ããããã¡ã³ããŒã±ãã£ã³ã°ã®å ·äœçãªå®è·µæ¹æ³ã«ã€ããŠè§£èª¬ããŸãã
ã¿ãŒã²ãã顧客ã®æ確åãšç解
ãã¡ã³ããŒã±ãã£ã³ã°ãå®è·µããäžã§ããŸãéèŠãªã®ãã¿ãŒã²ãã顧客ã®æ確åãšç解ã§ããç©æµæ¥ã«ãããäž»ãªã¿ãŒã²ãã顧客ã¯ã以äžã®ããã«åé¡ã§ããŸãã
- å人客ïŒECå©çšè ïŒ
- æ³äººå®¢ïŒå°å£²åºãã¡ãŒã«ãŒãªã©ïŒ
ããããã®ã¿ãŒã²ãã顧客ã«ã€ããŠãããŒãºã課é¡ãå©çšã·ãŒã³ãªã©ã詳现ã«åæããç解ãæ·±ããããšãéèŠã§ãããã®ç解ã«åºã¥ããŠã顧客ãšã®ä¿¡é Œé¢ä¿ã®æ§ç¯ãç¬èªã®äŸ¡å€æäŸã«ã€ãªããããšãã§ããŸãã
顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžç
ãã¡ã³ããŒã±ãã£ã³ã°ã«ãããŠã¯ã顧客ãšã®ãšã³ã²ãŒãžã¡ã³ãïŒé¢äžåºŠåãïŒãé«ããããšãéèŠã§ããç©æµæ¥ã«ããã顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžçãšããŠã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- é
éç¶æ³ã®èŠããå
ãªã¢ã«ã¿ã€ã ã§é éç¶æ³ã確èªã§ããã·ã¹ãã ãå°å ¥ãã顧客ã®å©äŸ¿æ§ãé«ããŸãã - 顧客ã®å£°ãåæ ãããµãŒãã¹æ¹å
顧客æºè¶³åºŠèª¿æ»ãSNSã§ã®ãã£ãŒãããã¯ãç©æ¥µçã«åãå ¥ãããµãŒãã¹ã®æ¹åã«ã€ãªããŸãã - ç¹å¥ãªé
éãµãŒãã¹ã®æäŸ
èšå¿µæ¥ãèªçæ¥ãªã©ã顧客ã«ãšã£ãŠç¹å¥ãªæ¥ã«åãããé éãµãŒãã¹ãæäŸããŸãã
ãããã®åãçµã¿ãéããŠã顧客ãšã®ãšã³ã²ãŒãžã¡ã³ããé«ãããã¡ã³ãšããŠã®çµãæ·±ããããšãã§ããŸãã
ãã¡ã³ã³ãã¥ããã£ã®åœ¢æãšæŽ»çš
ãã¡ã³ããŒã±ãã£ã³ã°ã«ãããŠã¯ããã¡ã³ã³ãã¥ããã£ã®åœ¢æãšæŽ»çšãéèŠãªåœ¹å²ãæãããŸããç©æµæ¥ã«ããããã¡ã³ã³ãã¥ããã£ã®åœ¢æãšæŽ»çšæ¹æ³ãšããŠã以äžã®ãããªåãçµã¿ãæå¹ã§ãã
- SNSã§ã®ã³ãã¥ããã£éå¶
äŒæ¥å ¬åŒã¢ã«ãŠã³ãã§ã®SNSã³ãã¥ããã£ãéå¶ãããã¡ã³ãšã®äº€æµãå³ããŸãã - ãªãã©ã€ã³ã€ãã³ãã®éå¬
å庫èŠåŠäŒããã¡ã³ããŒãã£ã³ã°ãªã©ããªãã©ã€ã³ã§ã®ã€ãã³ããéå¬ãããã¡ã³ãšã®çŽæ¥çãªäº€æµã®æ©äŒãèšããŸãã - ãã¡ã³éå®ã®ç¹å
žæäŸ
ãã¡ã³ã³ãã¥ããã£éå®ã®å²åŒã¯ãŒãã³ããé éæç¡æãã£ã³ããŒã³ãªã©ã®ç¹å žãæäŸããŸãã
ãã¡ã³ã³ãã¥ããã£ã圢æãã掻çšããããšã§ããã¡ã³ãšã®çµãããã«æ·±ãããã€ã€ã«ã«ã¹ã¿ããŒã®ç²åŸã«ã€ãªããããšãã§ããŸãã
以äžãç©æµæ¥ã«ããããã¡ã³ããŒã±ãã£ã³ã°ã®å®è·µæ¹æ³ã«ã€ããŠè§£èª¬ããŸãããã¿ãŒã²ãã顧客ã®æ確åãšç解ã顧客ãšã³ã²ãŒãžã¡ã³ãã®åäžçããã¡ã³ã³ãã¥ããã£ã®åœ¢æãšæŽ»çšãéèŠãªãã€ã³ããšãªããŸããç©æµæ¥çã®çæ§ã«ã¯ããããã®ç¹ãèžãŸãããã¡ã³ããŒã±ãã£ã³ã°ã®å®è·µã«åãçµãã§ããã ããã°ãšæããŸãããã¡ã³ããŒã±ãã£ã³ã°ãéããŠãç©æµæ¥çããããªãçºå±ãéããããšãæåŸ ããŠããŸãã
ãŸãšã
ç©æµæ¥çã«ãããŠãã¡ã³ããŒã±ãã£ã³ã°ã¯ã顧客ãšã®åŒ·ãçµãæ§ç¯ããå®å®ãã売äžã確ä¿ããããã«éåžžã«æå¹ã§ãã顧客ãšã®ä¿¡é Œé¢ä¿ãç¯ããç¬èªã®äŸ¡å€ãæäŸããããšã§ãä»ç€Ÿãšã®å·®å¥åãå³ãããšãã§ããŸãããŸããå¹æçãªã³ãã¥ãã±ãŒã·ã§ã³æŠç¥ã«ããã顧客ãšã³ã²ãŒãžã¡ã³ããé«ãããã¡ã³ã³ãã¥ããã£ã圢æããããšã§ããã€ã€ã«ã«ã¹ã¿ããŒã®ç²åŸã«ã€ãªããããšãã§ããŸããç©æµæ¥çããããªãçºå±ãéããããã«ã¯ããã¡ã³ããŒã±ãã£ã³ã°ã®èãæ¹ãåãå ¥ãã顧客ãšã®çµãæ·±ããŠããããšãéèŠã§ãã