çŸè²šåºã§ã¯ãèšå€§ãªæ å ±ã顧客ã«å¹æçã«äŒããããã«ãã€ã³ãã©ã°ã©ãã£ãã¯ã®æŽ»çšã泚ç®ãããŠããŸããåºå æ¡å å³ãã»ãŒã«æ å ±ã顧客æºè¶³åºŠèª¿æ»çµæãªã©ãæ§ã ãªå Žé¢ã§ã€ã³ãã©ã°ã©ãã£ãã¯ãçšããããšã§ãæ å ±ãèŠèŠçã«åãããããè¡šçŸãã顧客ã®ç解ãæ·±ããããšãã§ããŸããããããã€ã³ãã©ã°ã©ãã£ãã¯ãäœæããéã«ã¯ãã¿ãŒã²ãã顧客局ã«åããããã¶ã€ã³ããæ å ±ã®åªå é äœããã©ã³ãã€ã¡ãŒãžãšã®äžè²«æ§ãªã©ãããã€ãã®éèŠãªãã€ã³ãã«çæããå¿ èŠããããŸããæ¬èšäºã§ã¯ãçŸè²šåºã«ãããã€ã³ãã©ã°ã©ãã£ãã¯ã®æŽ»çšæ¹æ³ãšãäœæã®ã³ããåå¿è åãã«åŸ¹åºçã«è§£èª¬ããŸãã
ã€ã³ãã©ã°ã©ãã£ãã¯ãšã¯äœã
ã€ã³ãã©ã°ã©ãã£ãã¯ãšã¯ãè€éãªæ å ±ãããŒã¿ãèŠèŠçã«åãããããè¡šçŸããææ³ã§ããã°ã©ãããã£ãŒããå³è¡šãã€ã©ã¹ããªã©ãçµã¿åãããäžç®ã§å 容ãææ¡ã§ãããã工倫ããããã¶ã€ã³ãç¹åŸŽã§ããè¿å¹Žãæ å ±éã®å¢å ã«äŒŽããå¹æçãªæ å ±äŒéæ段ãšããŠã€ã³ãã©ã°ã©ãã£ãã¯ã泚ç®ãããŠããŸãã
ã€ã³ãã©ã°ã©ãã£ãã¯ã®å®çŸ©ãšç¹åŸŽ
ã€ã³ãã©ã°ã©ãã£ãã¯ã¯ãæ å ±ïŒInformationïŒãšå³è§£ïŒGraphicsïŒãçµã¿åãããé èªã§ããåãªãå³è¡šãã°ã©ããšã¯ç°ãªããã¹ããŒãªãŒæ§ãæãããèªã¿æã®é¢å¿ãåŒãã€ãã工倫ãæœãããŠããŸãã以äžã®ãããªç¹åŸŽããããŸãã
- è€éãªæ å ±ãèŠèŠçã«åãããããè¡šçŸ
- ã€ã³ãã¯ãã®ãããã¶ã€ã³ã§èªã¿æã®é¢å¿ãåŒãã€ãã
- æ å ±ã®é¢é£æ§ãéèŠåºŠãç確ã«äŒãã
- å°è±¡ã«æ®ãããããèšæ¶ã«å®çãããã
ã€ã³ãã©ã°ã©ãã£ãã¯ã®ç®çãšå¹æ
ã€ã³ãã©ã°ã©ãã£ãã¯ã®äž»ãªç®çã¯ãæ å ±ãåãããããäŒããããšã§ãèªã¿æã®ç解ãæ·±ããããšã§ãããŸãã以äžã®ãããªå¹æãæåŸ ã§ããŸãã
- æ å ±ã®æŽçãšå ±æã®ä¿é²
- ã³ãã¥ãã±ãŒã·ã§ã³ã®æŽ»æ§å
- ææ決å®ã®è¿ éå
- ãã©ã³ãã€ã¡ãŒãžã®åäž
ç¹ã«ãããžãã¹ã·ãŒã³ã«ãããŠã¯ããã¬ãŒã³ããŒã·ã§ã³ãã¬ããŒãã«ã€ã³ãã©ã°ã©ãã£ãã¯ãåãå ¥ããããšã§ã説åŸåãé«ããçžæã«å¹æçã«ã¡ãã»ãŒãžãäŒããããšãã§ããŸãã
ã€ã³ãã©ã°ã©ãã£ãã¯ã®æŽå²ãšçºå±
ã€ã³ãã©ã°ã©ãã£ãã¯ã®èµ·æºã¯å€ãã18äžçŽã®å°å³ãçµ±èšã°ã©ãã«ãŸã§é¡ããŸããããããçŸåšã®ãããªãã¶ã€ã³æ§ã®é«ãã€ã³ãã©ã°ã©ãã£ãã¯ãåºãŸã£ãã®ã¯ãã€ã³ã¿ãŒãããã®æ®åãšå ±ã«ãæ å ±éãççºçã«å¢å ãã2000幎代以éã®ããšã§ãã
åœåã¯ãæ°èãéèªãªã©ã®çŽåªäœã§äœ¿çšãããããšãå€ãã£ãã€ã³ãã©ã°ã©ãã£ãã¯ã§ãããããžã¿ã«æè¡ã®çºå±ã«äŒŽãããŠã§ããµã€ãããœãŒã·ã£ã«ã¡ãã£ã¢ã§ã®æŽ»çšãäž»æµãšãªããŸãããããã«è¿å¹Žã§ã¯ãåçãªã€ã³ã¿ã©ã¯ãã£ãæ§ãæãããã€ã³ãã©ã°ã©ãã£ãã¯ãç»å Žããè¡šçŸã®å¹ ãåºãã£ãŠããŸãã
ä»åŸããæ å ±å瀟äŒã®é²å±ãšå ±ã«ãã€ã³ãã©ã°ã©ãã£ãã¯ã¯ãŸããŸãéèŠãªåœ¹å²ãæ ã£ãŠãããšèããããŸããããžãã¹ããŒãœã³ã«ãšã£ãŠãã€ã³ãã©ã°ã©ãã£ãã¯ãå¹æçã«æŽ»çšããåã¯ãæ å ±ãæ£ããç解ããçžæã«ç確ã«äŒããäžã§æ¬ ãããªãã¹ãã«ãšèšããã§ãããã
çŸè²šåºã«ãããã€ã³ãã©ã°ã©ãã£ãã¯ã®æŽ»çšæ¹æ³
çŸè²šåºã¯ãå€æ§ãªååããµãŒãã¹ãæäŸããè€åçãªåæ¥æœèšã§ããåºèå ã«ã¯èšå€§ãªæ å ±ãååšãããããã客æ§ã«ãšã£ãŠå¿ èŠãªæ å ±ãç確ã«äŒããããšãéèŠãšãªããŸããããã§ãçŸè²šåºã«ãããŠã€ã³ãã©ã°ã©ãã£ãã¯ã掻çšããããšã§ãæ å ±ãèŠèŠçã«åãããããè¡šçŸããã客æ§ã®å©äŸ¿æ§ãé«ããããšãã§ããŸãã以äžã§ã¯ãçŸè²šåºã«ãããã€ã³ãã©ã°ã©ãã£ãã¯ã®å ·äœçãªæŽ»çšæ¹æ³ãèŠãŠãããŸãããã
çŸè²šåºã®åºå æ¡å å³ãžã®æŽ»çš
çŸè²šåºã¯ãè€æ°ã®ããã¢ã«å€æ°ã®å£²ãå Žãååšãã倧ååæ¥æœèšã§ããã客æ§ãç®çã®å£²ãå Žãžã¹ã ãŒãºã«èŸ¿ãçãããã«ã¯ãåãããããåºå æ¡å å³ãäžå¯æ¬ ã§ããã€ã³ãã©ã°ã©ãã£ãã¯ãçšããŠã以äžã®ãããªå·¥å€«ãæœããæ¡å å³ãäœæããããšã§ãã客æ§ã®åºå ããã²ãŒã·ã§ã³ãæ¯æŽã§ããŸãã
- ããã¢ããšã«è²åããã売ãå Žã®ã«ããŽãªãŒãã¢ã€ã³ã³ã§è¡šç€º
- ãšã¹ã«ã¬ãŒã¿ãŒããšã¬ããŒã¿ãŒããã€ã¬ãªã©ã®æœèšããã¯ãã°ã©ã ã§æ瀺
- åºèã®äž»èŠãªã€ãã³ãã¹ããŒã¹ã人æ°ã®å£²ãå Žã匷調衚瀺
- QRã³ãŒããä»äžããã¹ããŒããã©ã³ã§ã®æ¡å å³é²èŠ§ãçµè·¯æ€çŽ¢ã«å¯Ÿå¿
ãã®ãããªã€ã³ãã©ã°ã©ãã£ãã¯ã掻çšããåºå æ¡å å³ã«ãããã客æ§ã¯çŽæçã«åºå ã®æ§é ãç解ããç®çå°ãžè¿·ãããšãªãå°éã§ããŸãããŸããããžã¿ã«ãµã€ããŒãžãã¹ããŒããã©ã³ã¢ããªãšé£æºãããããšã§ãããã€ã³ã¿ã©ã¯ãã£ããªæ¡å ãµãŒãã¹ãæäŸããããšãå¯èœã§ãã
çŸè²šåºã®ã»ãŒã«æ å ±ã®èŠããå
çŸè²šåºã§ã¯ãå®æçã«ã»ãŒã«ããã£ã³ããŒã³ãå®æœããã客æ§ã®æ¥åºãä¿é²ããŠããŸããããããåºèå ã§å±éãããå€çš®å€æ§ãªã»ãŒã«æ å ±ããã客æ§ãäžç®ã§ææ¡ããã®ã¯å®¹æã§ã¯ãããŸãããããã§ãã€ã³ãã©ã°ã©ãã£ãã¯ãçšããŠã»ãŒã«æ å ±ãèŠèŠåããããšã§ãã客æ§ã®é¢å¿ãåŒãä»ãã賌買è¡åãä¿ãããšãã§ããŸãã
å ·äœçã«ã¯ã以äžã®ãããªã€ã³ãã©ã°ã©ãã£ãã¯ãäœæããåºé ããŠã§ããµã€ããSNSãªã©ã§å±éããŸãã
- ã»ãŒã«æéäžã®å£²äžæšç§»ãç®æšéæçãã°ã©ãã§è¡šç€º
- 人æ°ååã©ã³ãã³ã°ãããããååãåçä»ãã§çŽ¹ä»
- ã»ãŒã«äŒå Žã®æ··éç¶æ³ããªã¢ã«ã¿ã€ã ã§å¯èŠå
- éå®ååã®åšåº«ç¶æ³ãåå ¥è·äºå®ãã¿ã€ã ã©ã€ã³ã§æ瀺
ã€ã³ãã©ã°ã©ãã£ãã¯ã掻çšããã»ãŒã«æ å ±ã®èŠããåã«ãããã客æ§ã¯å£²å Žã®ç¶æ³ãæ軜ã«ææ¡ã§ãããè²·ãåŸãªååãèŠéãããšãªãè³Œå ¥ã§ããŸããåæã«ãçŸè²šåºåŽãã»ãŒã«ã®çãäžãããæŒåºãã売äžåäžã«ã€ãªããããšãæåŸ ã§ããã§ãããã
çŸè²šåºã®ã客æ§æºè¶³åºŠèª¿æ»çµæã®å ±æ
çŸè²šåºã«ãšã£ãŠãã客æ§ã®æºè¶³åºŠãé«ããããšã¯éèŠãªçµå¶èª²é¡ã§ããåºèããµãŒãã¹ã«å¯Ÿããã客æ§ã®è©äŸ¡ãææ¡ããæ¹åã«ã€ãªããŠããããšãæ±ããããŸããããã§ãã客æ§æºè¶³åºŠèª¿æ»ã®çµæãã€ã³ãã©ã°ã©ãã£ãã¯ã§å¯èŠåãã瀟å å€ã§å ±æããããšã§ã課é¡ã®èªèãšæ¹åæœçã®ç«æ¡ãä¿é²ã§ããŸãã
æºè¶³åºŠèª¿æ»ã®çµæã以äžã®ãããªã€ã³ãã©ã°ã©ãã£ãã¯ã§è¡šçŸããããšãæ€èšããŸãããã
- ç·åæºè¶³åºŠãåé ç®ã®æºè¶³åºŠãã¬ãŒããŒãã£ãŒãã§æ¯èŒ
- åºèãããã¢ããšã®NPSïŒãããã»ããã¢ãŒã¿ãŒã»ã¹ã³ã¢ïŒãã©ã³ãã³ã°åœ¢åŒã§æ瀺
- ã客æ§ã®å£°ãã¯ãŒãã¯ã©ãŠãã§å¯èŠåããèŠæãäžæºç¹ãæ確å
- å幎ãä»åºèãšã®æ¯èŒã°ã©ããçšããŠãçµå¹Žå€åãç«ã¡äœçœ®ãçžå¯Ÿè©äŸ¡
æºè¶³åºŠèª¿æ»ã®çµæãã€ã³ãã©ã°ã©ãã£ãã¯ã§å ±æããããšã«ããã瀟å¡ã®ã客æ§å¿åã®éžæããå ·äœçãªãµãŒãã¹æ¹åã¢ã¯ã·ã§ã³ã«ã€ãªããããšãã§ããŸããå ããŠã調æ»çµæã®äžéšãåºé ããŠã§ããµã€ãã§å ¬éããããšã§ãã客æ§ãšã®ä¿¡é Œé¢ä¿æ§ç¯ãããã©ã³ãã€ã¡ãŒãžã®åäžãæåŸ ã§ããã§ãããã
以äžãçŸè²šåºã«ãããã€ã³ãã©ã°ã©ãã£ãã¯ã®æŽ»çšæ¹æ³ãèŠãŠããŸãããåºèæ¡å ãã»ãŒã«æ å ±ãæºè¶³åºŠèª¿æ»ãªã©ãæ§ã ãªå Žé¢ã§ã€ã³ãã©ã°ã©ãã£ãã¯ãå¹æçã«çšããããšã§ãã客æ§ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãæ·±ãã売äžåäžã顧客æºè¶³åºŠã®åäžã«ã€ãªããããšãã§ããŸããä»åŸãããžã¿ã«æè¡ã®é²æ©ãšå ±ã«ãã€ã³ãã©ã°ã©ãã£ãã¯ã®è¡šçŸåã¯ããã«é«ãŸãããšã§ããããçŸè²šåºã«ãšã£ãŠãã€ã³ãã©ã°ã©ãã£ãã¯ãæŠç¥çã«æŽ»çšããã客æ§ã«äŸ¡å€ããæ å ±ãæäŸãç¶ããããšãã競äºåãé«ããã«ã®ãšãªããŸãã
çŸè²šåºã®ã€ã³ãã©ã°ã©ãã£ãã¯äœæã®ãã€ã³ã
çŸè²šåºã«ãããã€ã³ãã©ã°ã©ãã£ãã¯ã®äœæã«ã¯ãããã€ãã®éèŠãªãã€ã³ãããããŸããã€ã³ãã©ã°ã©ãã£ãã¯ãå¹æçã«æŽ»çšããããšã§ãã客æ§ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãåæ»ã«ãã売äžåäžã顧客æºè¶³åºŠã®åäžã«ã€ãªããããšãã§ããã§ããããããã§ã¯ãçŸè²šåºã§ã€ã³ãã©ã°ã©ãã£ãã¯ãäœæããéã®çæç¹ã詳ãã解説ããŸãã
ã¿ãŒã²ãã顧客局ã«åããããã¶ã€ã³
ã€ã³ãã©ã°ã©ãã£ãã¯ãäœæããéã¯ãã¿ãŒã²ãããšãªãã客æ§ã®å¹Žéœ¢å±€ãå奜ã«åããããã¶ã€ã³ãå¿ãããããšãéèŠã§ããäŸãã°ãè¥å¹Žå±€ãã¿ãŒã²ãããšããå Žåã¯ãé®®ãããªè²äœ¿ããããããªã€ã©ã¹ããåãå ¥ãã芪ãã¿ããããæŒåºããŸããäžæ¹ãã·ãã¢å±€ãã¿ãŒã²ãããšããå Žåã¯ãèœã¡çããé è²ãèªã¿ããããã©ã³ãã䜿çšãããããããããåªå ããŸãã
ãŸããçŸè²šåºã®æ¥æ ãåãæ±ãååã«å¿ããŠãã€ã³ãã©ã°ã©ãã£ãã¯ã®ãã€ã¹ããå€åãããããšãå¹æçã§ããé«çŽè·¯ç·ã®çŸè²šåºã§ããã°ãäžåã§æŽç·Žããããã¶ã€ã³ãæ¡çšããå質ã®é«ããã¢ããŒã«ããŸããäžæ¹ããã¡ããªãŒåãã®çŸè²šåºã§ã¯ã楜ããã§è³ãããªãã¶ã€ã³ãçšããŠã家æé£ãã®ã客æ§ãåŒã³èŸŒãããšãã§ããã§ãããã
æ å ±ã®åªå é äœãšèŠèŠçãªéå±€æ§é
ã€ã³ãã©ã°ã©ãã£ãã¯ã«ã¯ãäŒããã¹ãæ å ±ãçãã ãããã«ãªããã¡ã§ããããããæ å ±ãçŸ åããã ãã§ã¯ãã客æ§ã«å¹æçã«èšŽæ±ããããšãã§ããŸãããããã§ãæ å ±ã®åªå é äœãæ確ã«ããèŠèŠçãªéå±€æ§é ãæãããããšãèèŠã§ãã
å ·äœçã«ã¯ãæãéèŠãªã¡ãã»ãŒãžã倧ãã匷調ããç®ç«ã€äœçœ®ã«é 眮ããŸãã次ã«ãè£è¶³æ å ±ã詳现ããŒã¿ãå°ããã®ããã¹ããã°ã©ãã§è¡šçŸããã¡ã€ã³ã¡ãã»ãŒãžãæ¯ããæ§æã«ããŸãããŸããæ å ±ã®ã°ã«ãŒãåãè²åããè¡ãããšã§ãé¢é£æ§ã®ããèŠçŽ ãèŠèŠçã«ãŸãšããæ å ±ã®éå±€æ§é ãæ確ã«ããããšãã§ããŸãã
ã客æ§ã®ç®ç·ã§æ å ±ã®åªå 床ãèŠæ¥µããããããããæŽçãããã€ã³ãã©ã°ã©ãã£ãã¯ãäœæããããšããå¹æçãªæ å ±äŒéã«ã€ãªãããŸãã
ãã©ã³ãã€ã¡ãŒãžãšã®äžè²«æ§ã®ç¶æ
ã€ã³ãã©ã°ã©ãã£ãã¯ã¯ãçŸè²šåºã®ãã©ã³ãã€ã¡ãŒãžãåæ ããéèŠãªããŒã«ã®äžã€ã§ããåºèã®é°å²æ°ãååã»ãµãŒãã¹ã®ç¹é·ãšèª¿åãããã¶ã€ã³ãæ¡çšããããšã§ããã©ã³ãã€ã¡ãŒãžã®äžè²«æ§ãç¶æããã客æ§ã®ä¿¡é Œãç²åŸããããšãã§ããŸãã
å ·äœçã«ã¯ãçŸè²šåºã®ããŽãã³ãŒãã¬ãŒãã«ã©ãŒãã€ã³ãã©ã°ã©ãã£ãã¯ã«åãå ¥ãããã©ã³ããšã®é¢é£æ§ãæ瀺ããŸãããŸããåºèã§äœ¿çšãããŠãããµã€ã³ãåºåç©ã®ãã¶ã€ã³ãšçµ±äžæãæãããããšã§ãèŠèŠçãªäžäœæãæŒåºããããšãã§ããã§ãããã
ãã©ã³ãã€ã¡ãŒãžãšã®äžè²«æ§ãä¿ã¡ãªãããã客æ§ã®èå³ãåŒãä»ããã€ã³ãã©ã°ã©ãã£ãã¯ãå¶äœããããšããçŸè²šåºã®å·®å¥åã«ã€ãªãããŸãããã¶ã€ã³ã®çŽ°éšãŸã§ãã ãããçŸè²šåºã®é åãäœããšãããªãäŒããŠãããŸãããã
以äžãçŸè²šåºã«ãããã€ã³ãã©ã°ã©ãã£ãã¯äœæã®ãã€ã³ãã解説ããŸãããã¿ãŒã²ãã顧客局ã«åããããã¶ã€ã³ãæ å ±ã®åªå é äœãšèŠèŠçãªéå±€æ§é ããã©ã³ãã€ã¡ãŒãžãšã®äžè²«æ§ã®ç¶æãéèŠãªãã€ã³ãã§ããããããèžãŸããªãããé åçãªã€ã³ãã©ã°ã©ãã£ãã¯ãå¶äœããã客æ§ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãæ·±ããŠãããŸããããçŸè²šåºã®äŸ¡å€ãèŠèŠçã«è¡šçŸããã客æ§ã«æåãäžããã€ã³ãã©ã°ã©ãã£ãã¯ãç®æããŠéé²ããŠãããŸãããã
ãŸãšã
çŸè²šåºã«ãããã€ã³ãã©ã°ã©ãã£ãã¯ã®æŽ»çšã¯ãã客æ§ãšã®ã³ãã¥ãã±ãŒã·ã§ã³ãæ·±ãã売äžåäžã顧客æºè¶³åºŠã®åäžã«ã€ãªããæå¹ãªæ段ã§ããåºå æ¡å å³ãã»ãŒã«æ å ±ãã客æ§æºè¶³åºŠèª¿æ»çµæãªã©ãæ§ã ãªå Žé¢ã§ã€ã³ãã©ã°ã©ãã£ãã¯ãçšããããšã§ãæ å ±ãèŠèŠçã«åãããããäŒããããšãã§ããŸããã€ã³ãã©ã°ã©ãã£ãã¯äœæã®éã¯ãã¿ãŒã²ãã顧客局ã«åããããã¶ã€ã³ãæ å ±ã®åªå é äœãšèŠèŠçãªéå±€æ§é ããã©ã³ãã€ã¡ãŒãžãšã®äžè²«æ§ã®ç¶æãéèŠãªãã€ã³ãã§ããçŸè²šåºã®é åãäœããšãããªãäŒãããå°è±¡çãªã€ã³ãã©ã°ã©ãã£ãã¯ãå¶äœããã客æ§ãšã®çµãæ·±ããŠãããŸãããã