????道理很簡(jiǎn)單

????看起來(lái)，改變一項(xiàng)簡(jiǎn)簡(jiǎn)單單的舉措就能將負(fù)面“高峰”體驗(yàn)轉(zhuǎn)變?yōu)榉e極體驗(yàn)。AT&T店員也經(jīng)常將顧客送到門(mén)口并握手道別，在結(jié)尾時(shí)刻有意營(yíng)造積極的體驗(yàn)。

????不妨看看你有意無(wú)意創(chuàng)造的不同客戶體驗(yàn)？在體驗(yàn)中有積極的“高峰”嗎？花時(shí)間在“結(jié)尾”營(yíng)造積極的體驗(yàn)了嗎？

????無(wú)需改變基本產(chǎn)品或服務(wù)就可以顯著改變客戶看法（并推動(dòng)期望的行為），這種可能性真實(shí)存在。只需注意在每位客戶的體驗(yàn)中有意創(chuàng)造積極的時(shí)刻，你就可以改變客戶的印象。

????這樣，你將可以留住顧客更長(zhǎng)時(shí)間，吸引顧客購(gòu)買(mǎi)更多產(chǎn)品。這不正是你想要的嗎？

????譯者：早稻米

????It’s Not Rocket Science

????It seems that changing a simple policy turned what could be a negative “Peak” into a positive one. AT&T employees also typically will walk a customer to the door and shake hands at the end of the interaction, creating a very deliberate, positive moment at the end of the experience for the company.

????Take a look at the different customer experiences you are creating – intentionally or not. Is there a deliberate, positive “Peak” in the experience? Have you taken the time to create a positive moment at the “End”?

????There is a real opportunity to dramatically change your customer’s perception (and drive the behavior you want), without changing your fundamental product or service. Just pay attention and create intentional positive moments within each individual experience and you can transform how your customers think about you.

????Your customers will stay longer, and buy more. Isn’t that what you want?