Ua oʻo ile taimi e liliu ai lau kamupani i lalo

ata 7

A faʻamatalaina e kamupani a latou pulega faʻasolosolo, e masani ona e maua se ata manaia e faʻavasega tagata faigaluega e tagata latou te lipoti iai. O i latou e iai le paoa ma le taui e masani lava ona lisiina i luga… i le faʻasologa o tāua .

Tagata Faigaluega Faigata

E le o se mea e ofo ai. Ole mea lea e tuʻu ai le tagata faʻatau ile pito i lalo ole faʻatulagaga. O na tagata faigaluega e feagai ma faʻamoemoega ma tagata faʻatau i aso uma e masani lava o le tau maualalo, leai se poto masani, soona galue ma lē taua tagata faigaluega i le kamupani. A siʻitaga ave se sui tautua tagata faʻatau ese mai le tagata faʻatau ma i totonu o le pulega matafaioi pe a fai o mataupu ua faateleina i le pule. O lenei e tatau ona tupu ona o tagata faigaluega leai se talitonuina, pule poʻo le paoa e faia ai suiga talafeagai i faʻataunuʻu le faʻamoemoe a tagata faʻatau.

Sa e manatu e uiga i lenei mea a tagata faʻatau? E taua oe i le tulaga i lalo lena ole tagata faigaluega pito maualalo. Tagata faigaluega o loʻo maualalo totogi, ose taimi puʻupuʻu ma sina avanoa ole faʻalauiloaina poʻo se avanoa. Manaia. Leitioa aisea ua tetee tagata faatau!

Uo Kyle Lacy talu ai nei iloiloina le tusi a Jason Baer's, Faʻamautu ma Liliu:

I upu a Jason, o loʻo avea nei le upega tafailagi ma mea muamua i luma o le tagata faʻatau. O mafaufauga ma aitia o ituaiga e le o toe faia i totonu o le potu potu (lea e manaʻo le tele o tagata e talitonu iai) ae fausia i totonu o matou potu malolo, faleʻaiga, faʻaputuputu nofoaga, ma keyboard.

A e faitau e uiga i le manuia a Zappos, O Tony Hsieh o loʻo faʻaauau pea le tautuaina o tagata faʻatau ma le faʻafefea ona faʻamalosia ana sui tautua e fesoasoani i tagata faʻatau. E ui lava latou i le pito i lalo o le taui hierarchy, Zappos ua matua suia le pulega malosiaga.

Ua oʻo i le taimi ua tiaʻi ai e kamupani uma le lipotia faʻafoliga ma le paoa o le malosi ma faʻafuaseʻi i lalo. Tagata faʻatau e tatau ona tuʻuina i le pito i luga o lau faʻatulagaga, o au tagata faigaluega i luma e tatau ona faʻamalosia ma faʻatuatuaina e faia ai filifiliga saʻo mo le tagata faʻatau. O ou pule, faʻatonusili ma taʻitaʻi e tatau ona faalogologo i au tagata faʻatau tagata-feagai ma le atiaʻe umi-taimi auala faʻavae i luga o a latou sao.

Tagata faʻatau fale

O le tele ou te faigaluega ai mo kamupani, o le sili atu ona ou iloaina o le sili taʻitaʻi o latou ia e faʻaaoga lelei punaoa, aveʻese auala, faʻamalosia tagata faigaluega, ma moni o tuuto atu i uma tagata faʻatau Soʻo se potu fusuʻaga faigata o loʻo ou asia e tumu i tagata faʻaaloalo e faʻapea o i latou ia o le ki i lo latou manuia, e tatau ona latou o i le mea o loʻo latou i ai, ma e sili atu lo latou iloa nai lo le tagata faʻatau.

O se tasi o taunuʻuga matagofie o lenei faʻaletonu o lo tatou vaʻaia nei o tamaʻi paʻu pei o lago. Faʻafefea ona foliga mai lau Customer Hierarchy i lau pisinisi? O latou i le pito i luga po o le pito i lalo o le filifili filifili? Mafaufau i ai.

5 Faamatalaga

  1. 1

    Nice post Doug. Food for thought in this day and age of overpaid CEOs thinking the company is their to pad their own wallets. The customer is king — not the other way around.

  2. 2
  3. 4

    When I worked for one of the large wireless carriers, it always amazed me how they were always instituting policies that forced the sales/service people to be able to do LESS for the customer. And they wonder why retention is so low. Businesses, regardless of their traditional “product”, need to realize that they are all in the service industry.

  4. 5

O le'a sou manatu?

O lenei 'upega tafaʻilagi e faʻaaogaina le Akismet e faʻaitiitia le spam. Aoao pe faapefea ona faʻasoa lau faʻamatalaga faʻamatalaga.