çä¿æ¥çã«ãããŠãCXïŒã«ã¹ã¿ããŒã»ãšã¯ã¹ããªãšã³ã¹ïŒã®éèŠæ§ãé«ãŸã£ãŠããŸããCXãšã¯ã顧客ãäŒæ¥ãšã®ããããæ¥ç¹ã§åŸãäœéšã®ç·ç§°ã§ãçä¿äŒç€Ÿã¯é¡§å®¢æºè¶³åºŠã®åäžã«åããŠãã³ãã¥ãã±ãŒã·ã§ã³ãæç¶ãã®æ¹åãååã»ãµãŒãã¹ã®å å®ãªã©ã«åãçµãã§ããŸããããããæç¶ãã®ç ©éããååã®è€éãããã£ãã«éã®é£æºäžè¶³ãšãã£ã課é¡ãææãããŠããã顧客ã®æåŸ ãäžåãäœéšã®æäŸãæ±ããããŠããŸããCXåäžã¯ã顧客ãã€ã€ã«ãã£ã®åŒ·åãæ¥åå¹çåã«ãã€ãªããéèŠãªåãçµã¿ã§ããæ¬èšäºã§ã¯ãçä¿æ¥çã«ãããCXã®çŸç¶ãšèª²é¡ãCXåäžã®ãã€ã³ããšåãçµã¿æ¹ã«ã€ããŠããããããã解説ããŸãã
çä¿æ¥çã«ãããCXã®éèŠæ§
çä¿æ¥çã«ãããCXã®éèŠæ§ã¯ãè¿å¹ŽãŸããŸãé«ãŸã£ãŠããŸããCXãšã¯ãCustomer ExperienceïŒã«ã¹ã¿ããŒã»ãšã¯ã¹ããªãšã³ã¹ïŒã®ç¥ã§ã顧客ãäŒæ¥ãšã®ããããæ¥ç¹ã§åŸãäœéšã®ç·ç§°ãæããŸããçä¿æ¥çã§ã¯ãå¥çŽè ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãæç¶ãã®ç°¡çŽ åãååã»ãµãŒãã¹ã®æ¹åãªã©ãéããŠã顧客æºè¶³åºŠã®åäžã«åªããããšãæ±ããããŠããŸãã
CXãšã¯äœã
CXã¯ã顧客ãäŒæ¥ãšã®æ¥ç¹ã§åŸããã¹ãŠã®äœéšãå æ¬çã«æããæŠå¿µã§ããå ·äœçã«ã¯ã以äžã®ãããªèŠçŽ ãå«ãŸããŸãã
- ååã»ãµãŒãã¹ã®å質ãäŸ¡æ Œ
- 販売å¡ãšã®å¯Ÿé¢ã³ãã¥ãã±ãŒã·ã§ã³
- ãŠã§ããµã€ããã¢ããªã®äœ¿ãåæ
- åãåãã察å¿ã®éããšæ£ç¢ºæ§
- å¥çŽæç¶ãã®ç°¡äŸ¿ã
ãããã®èŠçŽ ãçžäºã«äœçšãã顧客ã®æºè¶³åºŠã loyaltyïŒãã€ã€ã«ãã£ïŒã«åœ±é¿ãäžããŸããCXãåäžãããããšã§ã顧客ãšã®é·æçãªé¢ä¿æ§ç¯ãåçæ¡å€§ã«ã€ãªããããšãã§ããŸãã
çä¿æ¥çã«ãããCXã®çŸç¶
çä¿æ¥çã§ã¯ãåŸæ¥ãã察é¢è²©å£²ãäžå¿ãšããå¶æ¥ã¹ã¿ã€ã«ãäž»æµã§ããããè¿å¹Žã¯ããžã¿ã«æè¡ã®é²å±ã«äŒŽãããªã³ã©ã€ã³ã§ã®å¥çŽæç¶ããåãåãã察å¿ãªã©ãé察é¢ãã£ãã«ã®æ¡å ãé²ãã§ããŸãããŸããååã»ãµãŒãã¹ã®é¢ã§ããå¥åº·å¢é²ããµããŒãããä»åž¯ãµãŒãã¹ã®æäŸããã·ã³ãã«ã§ããããããååèšèšãªã©ã顧客ããŒãºã«å¿ããåãçµã¿ãè¡ãããŠããŸãã
ããããäžæ¹ã§ä»¥äžã®ãããªèª²é¡ãææãããŠããŸãã
èª²é¡ | å 容 |
---|---|
æç¶ãã®ç ©éã | å¥çŽæç¶ããä¿å šæç¶ãã«æéããããã顧客ã®å©äŸ¿æ§ãäœã |
ååã®è€éã | ååå 容ãè€éã§ã顧客ã«ãšã£ãŠãããã«ãã |
ãã£ãã«éã®é£æºäžè¶³ | 察é¢ãšããžã¿ã«ãã£ãã«ã®é£æºãäžååã§ãã·ãŒã ã¬ã¹ãªé¡§å®¢äœéšãæäŸã§ããŠããªã |
ãããã®èª²é¡ã解決ãã顧客ã®æåŸ ãäžåãäœéšãæäŸããããšããçä¿å瀟ã«æ±ããããŠããŸãã
CXåäžãããããã¡ãªãã
çä¿æ¥çã§CXãåäžãããããšã«ã¯ã以äžã®ãããªã¡ãªããããããŸãã
- 顧客æºè¶³åºŠã®åäž
- 顧客ããŒãºã«åèŽããååã»ãµãŒãã¹ã®æäŸããæç¶ãã®ç°¡çŽ åã«ããã顧客æºè¶³åºŠãåäžããŸãã
- 顧客ãã€ã€ã«ãã£ã®åŒ·å
- è¯è³ªãªCXãæäŸããããšã§ã顧客ãšã® emotional bondïŒæ ç·çãªçµïŒãæ·±ãŸããé·æçãªé¢ä¿æ§ç¯ã«ã€ãªãããŸãã
- ã¯ãã³ãå¹æã«ããæ°èŠé¡§å®¢ã®ç²åŸ
- é«ãCXãäœéšãã顧客ããã®ããžãã£ããªã¯ãã³ãã«ãããæ°èŠé¡§å®¢ã®ç²åŸãæåŸ ã§ããŸãã
- æ¥åå¹çåãšã³ã¹ãåæž
- 顧客æ¥ç¹ã®ããžã¿ã«åãæç¶ãã®èªååã«ãããæ¥åå¹çãåäžããã³ã¹ãåæžã«ãã€ãªãããŸãã
ãã®ããã«ãCXåäžã¯ã顧客æºè¶³åºŠã®åäžã ãã§ãªããçä¿äŒç€Ÿã®æç¶çæé·ã«ãå¯äžããéèŠãªåãçµã¿ãšãããŸããçä¿å瀟ã¯ã顧客ã®å£°ã«è³ãåŸããç¶ç¶çã«CXãæ¹åããŠããããšãæ±ããããŠããŸãã
çä¿æ¥çã«ãããCXã®éèŠæ§ã¯ãä»åŸãŸããŸãé«ãŸã£ãŠããã§ããããããžã¿ã«æè¡ã®é²å±ã«ããã顧客æ¥ç¹ã®å€æ§åãé²ãäžãã©ã®ãã£ãã«ã§ãäžè²«ããé«å質ãªäœéšãæäŸããããšãæ±ããããŸãããŸãã顧客ããŒãºã®å€åã«æè»ã«å¯Ÿå¿ããããŒãœãã©ã€ãºãããååã»ãµãŒãã¹ãæäŸããããšãéèŠã§ãã
CXåäžã«åãçµãäžã§ã¯ã以äžã®ç¹ã«çæããå¿ èŠããããŸãã
- 顧客ã®å£°ã«è³ãåŸããããŒãºãç確ã«ææ¡ãã
- å šç€Ÿçãªåãçµã¿ãšããŠãçµç¹æšªæçã«CXåäžãæšé²ãã
- ããžã¿ã«æè¡ã掻çšãã顧客æ¥ç¹ã®å©äŸ¿æ§ãé«ãã
- åŸæ¥å¡ã®CXæèãé«ãã顧客å¿åã®äŒæ¥æåãéžæãã
çä¿äŒç€Ÿããããã®åãçµã¿ãéããŠCXãåäžãããããšã§ã顧客ããéžã°ããä¿¡é ŒãããäŒæ¥ãžãšæé·ããŠããããšãã§ããã§ããããCXã¯ãçä¿æ¥çã®æç¶çæé·ã«æ¬ ãããªãéèŠãªçµå¶èª²é¡ãšãããŸãã
çä¿æ¥çã®CXæ¹åã®ãã€ã³ã
çä¿æ¥çã«ãããCXïŒã«ã¹ã¿ããŒã»ãšã¯ã¹ããªãšã³ã¹ïŒã®æ¹åã«ã¯ãããã€ãã®éèŠãªãã€ã³ãããããŸãã顧客äžå¿ã®äŒæ¥æåã®æ§ç¯ã顧客æ¥ç¹ã®æé©åãããžã¿ã«æè¡ã®æŽ»çšãªã©ãæããããŸãããããã®åãçµã¿ãéããŠãçä¿äŒç€Ÿã¯é¡§å®¢æºè¶³åºŠã®åäžãšé·æçãªé¢ä¿æ§ç¯ãå®çŸããããšãã§ããŸãã
顧客äžå¿ã®äŒæ¥æåã®æ§ç¯
CXæ¹åã®åºç€ãšãªãã®ã¯ã顧客äžå¿ã®äŒæ¥æåã§ããçä¿äŒç€Ÿã¯ã顧客ã®å£°ã«è³ãåŸããããŒãºãç確ã«ææ¡ããããšãéèŠã§ãããã®ããã«ã¯ã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- çµå¶é£ãçå ããŠCXéèŠã®å§¿å¢ã瀺ã
- åŸæ¥å¡ã®CXæèãé«ããæè²ã»ç ä¿®ãå®æœãã
- 顧客æºè¶³åºŠãéèŠãªè©äŸ¡ææšãšããŠèšå®ãã
- éšééã®é£æºã匷åããå šç€Ÿçã«CXåäžãæšé²ãã
顧客äžå¿ã®äŒæ¥æåãæ§ç¯ããããšã§ãåŸæ¥å¡äžäººã²ãšãã顧客ã®ç«å Žã«ç«ã£ãŠèããè¡åããããã«ãªããŸããããã¯ã顧客ã®æåŸ ãäžåãäœéšã®æäŸã«ã€ãªãããŸãã
顧客æ¥ç¹ã®æé©å
顧客æ¥ç¹ã®æé©åã¯ãCXæ¹åã«çŽçµããéèŠãªåãçµã¿ã§ããçä¿äŒç€Ÿã¯ã顧客ãšã®ããããæ¥ç¹ã«ãããŠãå©äŸ¿æ§ãšæºè¶³åºŠã®åäžãå³ãå¿ èŠããããŸããå ·äœçã«ã¯ã以äžã®ãããªæœçãèããããŸãã
æœç | å 容 |
---|---|
æç¶ãã®ç°¡çŽ å | å¥çŽæç¶ããä¿å šæç¶ãã®ããã»ã¹ãèŠçŽããå¿ èŠæžé¡ã®åæžãèªååãé²ãã |
ãã£ãã«ã®å€æ§å | 察é¢å¶æ¥ã ãã§ãªãããªã³ã©ã€ã³ãã¢ãã€ã«ã¢ããªãªã©ã顧客ã®å¥œã¿ã«åãããå€æ§ãªãã£ãã«ãæäŸãã |
ã³ãã¥ãã±ãŒã·ã§ã³ã®æ¹å | 顧客ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ã«ãããŠããããããã説æãäžå¯§ãªå¯Ÿå¿ãå¿ããã |
ããŒãœãã©ã€ãºã®æšé² | 顧客ã®å±æ§ãããŒãºã«å¿ããŠãæé©ãªååã»ãµãŒãã¹ãææ¡ãã |
ãããã®æœçãéããŠã顧客ã«ãšã£ãŠå©äŸ¿æ§ãé«ããæºè¶³åºŠã®é«ãäœéšãæäŸããããšãå¯èœã«ãªããŸãã顧客æ¥ç¹ã®æé©åã¯ãCXæ¹åã®äžæ žããªãåãçµã¿ãšãããã§ãããã
ããžã¿ã«æè¡ã®æŽ»çš
ããžã¿ã«æè¡ã®æŽ»çšã¯ãCXæ¹åã«æ¬ ãããªãèŠçŽ ã§ããçä¿äŒç€Ÿã¯ãAIãããã°ããŒã¿ãIoTãªã©ã®å é²æè¡ãç©æ¥µçã«åãå ¥ãã顧客äœéšã®åäžãå³ãããšãæ±ããããŸããããžã¿ã«æè¡ã®æŽ»çšäŸãšããŠã¯ã以äžã®ãããªãã®ããããŸãã
- AIã掻çšããä¿éºéè«æ±ã®èªåå
- ããã°ããŒã¿åæã«ãã顧客ããŒãºã®ææ¡ãšååéçº
- ãŠã§ã¢ã©ãã«ç«¯æ«ã掻çšããå¥åº·å¢é²ãµãŒãã¹ã®æäŸ
- ãã£ãããããã«ãã24æé365æ¥ã®åãåãã察å¿
- ãªã³ã©ã€ã³å¥çŽæç¶ãã®å°å ¥
ããžã¿ã«æè¡ã掻çšããããšã§ã顧客ã®å©äŸ¿æ§ãåäžããã ãã§ãªããæ¥åã®å¹çåãã³ã¹ãåæžãå®çŸã§ããŸãããŸããããžã¿ã«ãã£ãã«ãšå¯Ÿé¢ãã£ãã«ãã·ãŒã ã¬ã¹ã«é£æºãããããšã§ã顧客ã«ãšã£ãŠäžè²«ããäœéšãæäŸããããšãã§ããŸãã
ãã ããããžã¿ã«æè¡ã®å°å ¥ã«ããã£ãŠã¯ã顧客ã®å¹Žéœ¢å±€ãããžã¿ã«ãªãã©ã·ãŒã«é æ ®ããé©åãªãµããŒãäœå¶ãæŽããå¿ èŠããããŸãããŸãããµã€ããŒã»ãã¥ãªãã£å¯Ÿçãå人æ å ±ä¿è·ã«ãååãªæ³šæãæããªããã°ãªããŸããã
çä¿æ¥çã«ãããCXæ¹åã¯ã顧客äžå¿ã®äŒæ¥æåã®æ§ç¯ã顧客æ¥ç¹ã®æé©åãããžã¿ã«æè¡ã®æŽ»çšãšãã£ãåãçµã¿ãéããŠå®çŸãããŸãããããã®åãçµã¿ãå¹æçã«æšé²ããããã«ã¯ãçµå¶å±€ã®ãªãŒããŒã·ãããšãå šç€Ÿçãªååäœå¶ãäžå¯æ¬ ã§ãã
ãŸããCXæ¹åã¯äžæäžå€ã§å®çŸã§ãããã®ã§ã¯ãããŸãããçä¿äŒç€Ÿã¯ãç¶ç¶çã«PDCAãµã€ã¯ã«ãåããæ¹åæœçã®å¹æãæ€èšŒããªããã段éçã«CXãåäžãããŠããå¿ èŠããããŸãã顧客ã®å£°ã«çæ¯ã«è³ãåŸãããã®ãã£ãŒãããã¯ãæ¹åã«ã€ãªãã姿å¢ãäœããéèŠã§ãã
çä¿æ¥çã¯ãä»åŸãŸããŸãæ¿ãã競äºã«ãããããããšãäºæ³ãããŸãããã®äžã§åã¡æ®ãããã«ã¯ã顧客ã«ãšã£ãŠäŸ¡å€ããäœéšãæäŸããä»ç€Ÿãšã®å·®å¥åãå³ãããšãäžå¯æ¬ ã§ããCXã®æ¹åã¯ããã®ããã®æåãªæ段ãšãªãã§ããããçä¿äŒç€ŸãCXåäžã«å šç€Ÿäžäžžãšãªã£ãŠåãçµãããšã§ã顧客ããéžã°ããä¿¡é ŒãããäŒæ¥ãžãšæé·ããŠããããšãã§ããã¯ãã§ãã
CXåäžã«åããåãçµã¿æ¹
CXåäžã®ããã®ããã»ã¹
çä¿äŒç€ŸãCXãåäžãããããã«ã¯ã以äžã®ãããªããã»ã¹ãéèŠã§ãã
- CXåäžã«åããæŠç¥ã®çå®
- çµå¶å±€ãCXåäžã®éèŠæ§ãèªèããå šç€ŸçãªæŠç¥ãçå®ãã
- CXåäžã®ããã®ç®æšèšå®ãšãéæã«åããããŒãããããäœæãã
- 顧客ç解ã®ããã®èª¿æ»ã»åæ
- 顧客ã®å£°ãåéããããŒãºã課é¡ãææ¡ãã
- åéããããŒã¿ãåæããCXåäžã®ããã®æœçãç«æ¡ãã
- CXåäžæœçã®å®è¡
- ç«æ¡ããæœçãåªå é äœã«åºã¥ããŠå®è¡ãã
- æœçã®å¹æãæ€èšŒããå¿ èŠã«å¿ããŠä¿®æ£ãå ãã
- ç¶ç¶çãªæ¹åãµã€ã¯ã«ã®ç¢ºç«
- PDCAãµã€ã¯ã«ãåããç¶ç¶çã«CXãåäžããã
- 顧客ã®å£°ãå®æçã«åéã»åæããæ°ããªæ¹åæœçã«ã€ãªãã
ãã®ããã»ã¹ãçå®ã«å®è¡ããããšã§ãçä¿äŒç€Ÿã¯é¡§å®¢ã®æåŸ ãäžåãäœéšãæäŸããé·æçãªé¢ä¿æ§ç¯ãå®çŸããããšãã§ããŸãã
顧客ç解ã®ããã®èª¿æ»ã»åæ
CXåäžã®åºçºç¹ã¯ã顧客ç解ã§ããçä¿äŒç€Ÿã¯ã顧客ã®å£°ã«è³ãåŸããããŒãºã課é¡ãç確ã«ææ¡ããå¿ èŠããããŸãããã®ããã«ã¯ã以äžã®ãããªèª¿æ»ã»åæãæå¹ã§ãã
調æ»ã»åæã®ææ³ | å 容 |
---|---|
顧客æºè¶³åºŠèª¿æ» | 顧客ã®æºè¶³åºŠãå®éçã«æž¬å®ãã課é¡ãç¹å®ãã |
ãŠãŒã¶ãŒã€ã³ã¿ãã¥ãŒ | 顧客ãšçŽæ¥å¯Ÿè©±ãã深局å¿çãããŒãºãæ¢ã |
ã«ã¹ã¿ããŒãžã£ãŒããŒããã | 顧客ã®äžé£ã®äœéšããããã³ã°ããæ¹åãã€ã³ããå¯èŠåãã |
ããŒã¿åæ | å¥çŽããŒã¿ãåãåããå±¥æŽãªã©ã瀟å ããŒã¿ãåæãã顧客ã®è¡åãã¿ãŒã³ãææ¡ãã |
ãããã®èª¿æ»ã»åæãéããŠåŸãããç¥èŠã¯ãCXåäžã®ããã®æœçç«æ¡ã«æŽ»çšãããŸãã顧客ç解ãªãããŠCXã®æ¹åã¯ããåŸãŸãããçä¿äŒç€Ÿã¯ã顧客ç解ã«æ³šåãã顧客èŠç¹ã«ç«ã£ãæ¥åæ¹åãé²ããããšãæ±ããããŸãã
ç¶ç¶çãªæ¹åãµã€ã¯ã«ã®ç¢ºç«
CXåäžã¯ãäžæçãªåãçµã¿ã§å®çµãããã®ã§ã¯ãããŸãããçä¿äŒç€Ÿã¯ãç¶ç¶çã«æ¹åã®ãµã€ã¯ã«ãåãã顧客äœéšãé²åããç¶ããå¿ èŠããããŸãããã®ããã«ã¯ã以äžã®ãããªåãçµã¿ãéèŠã§ãã
- PDCAãµã€ã¯ã«ã®ç¢ºç«
- PlanïŒèšç»ïŒãDoïŒå®è¡ïŒãCheckïŒè©äŸ¡ïŒãActïŒæ¹åïŒã®ãµã€ã¯ã«ãåããç¶ç¶çã«æ¥åæ¹åãè¡ã
- CXåäžæœçã®å¹æãå®æçã«æ€èšŒããæ¹åã«ã€ãªãã
- 顧客ã®å£°ã®ç¶ç¶çãªåé
- 顧客æºè¶³åºŠèª¿æ»ãã€ã³ã¿ãã¥ãŒãå®æçã«å®æœãã顧客ã®å£°ãåéãã
- åéãã声ãåæããæ°ããªæ¹åæœçã®ç«æ¡ã«æŽ»çšãã
- åŸæ¥å¡ã®CXæèã®åäž
- CXåäžã®éèŠæ§ãåŸæ¥å¡ã«æµžéããã顧客å¿åã®è¡åãä¿ã
- åªããCXå®è·µè ã称è³ããã¢ãããŒã·ã§ã³ãé«ãã
ç¶ç¶çãªæ¹åãµã€ã¯ã«ã確ç«ããããšã§ãçä¿äŒç€Ÿã¯é¡§å®¢ããŒãºã®å€åã«æè»ã«å¯Ÿå¿ããåžžã«æé©ãªCXãæäŸãç¶ããããšãã§ããŸããCXåäžã¯ãç¶ç¶çãªåªåãšæ¹åã®ç©ã¿éãã«ãã£ãŠå®çŸãããã®ã§ãã
CXåäžã«åããåãçµã¿ã¯ãäžæäžå€ã§çµæãåºããã®ã§ã¯ãããŸãããçä¿äŒç€Ÿã¯ãé·æçãªèŠç¹ã«ç«ã¡ã顧客ç解ãæœçç«æ¡ãç¶ç¶çæ¹åãšãã£ãããã»ã¹ãå°éã«å®è¡ããŠããå¿ èŠããããŸãããã®éçšã§ã¯ããã©ã€ã¢ã«ã»ã¢ã³ãã»ãšã©ãŒãé¿ããããŸããã
ãã ãã顧客ã®å£°ã«çæ¯ã«è³ãåŸãã顧客èŠç¹ã«ç«ã£ãæ¥åæ¹åãç¶ããããšã§ãå¿ ãææã¯çŸããã¯ãã§ããCXåäžã«ãã£ãŠã顧客æºè¶³åºŠã®åäžããã€ã€ã«ãã£ã®åŒ·åãæ¥åå¹çåãªã©ãæ§ã ãªã¡ãªããã享åããããšãã§ããŸãã
çä¿æ¥çãåãå·»ãç°å¢ã¯å³ãããå¢ããŠããŸãããCXã®æ¹åã¯ã競äºå匷åã®ããã®æåãªæ段ãšãªãã§ãããã顧客ã«ãšã£ãŠäŸ¡å€ããäœéšãæäŸãç¶ããããšã§ãçä¿äŒç€Ÿã¯æç¶çãªæé·ãå®çŸããããšãã§ããã®ã§ããCXåäžãžã®åãçµã¿ã¯ããŸãã«çä¿äŒç€Ÿã®æªæ¥ãå·Šå³ããéèŠãªçµå¶èª²é¡ãšãããŸãã
çä¿æ¥çã«ãããCXïŒã«ã¹ã¿ããŒã»ãšã¯ã¹ããªãšã³ã¹ïŒã®éèŠæ§ãé«ãŸãäžãå瀟ã¯CXåäžã«åããåãçµã¿ãå éãããŠããŸãã顧客äžå¿ã®äŒæ¥æåã®æ§ç¯ã顧客æ¥ç¹ã®æé©åãããžã¿ã«æè¡ã®æŽ»çšãªã©ãéããŠã顧客æºè¶³åºŠã®åäžãšé·æçãªé¢ä¿æ§ç¯ãç®æããŠããŸããCXåäžã¯äžæäžå€ã§å®çŸã§ãããã®ã§ã¯ãããŸãããã顧客ã®å£°ã«è³ãåŸããç¶ç¶çã«æ¹åã®ãµã€ã¯ã«ãåãããšã§ãçä¿äŒç€Ÿã¯é¡§å®¢ããéžã°ããä¿¡é ŒãããäŒæ¥ãžãšæé·ããããšãã§ããã§ãããã