摘要
从现代市场的竞争来看,市场就是消费的心。今天企业要赢得市场就必须赢得消费者的心。从国内外实践和理论分析来看,今天消费者的心理最需要的不仅是产品和服务,更需要的是体验。因此,我国零售业的发展应该转到为顾客提供“全面客户体验”的管理理念上来。
Market is the heart of customers. Winning the heart of customers is the precondition of winning the market. According to the theories and practice from both domestic and abroad, the key of the need of customers is not only products and services, but also experience. Therefore, the future development of retail industry in China should transform to the management idea of providing total customer experience.
出处
《北京市财贸管理干部学院学报》
2003年第2期21-24,共4页
Journal of Beijing Institute of Finance and Commerce Management
