{"id":21355,"date":"2024-09-30T14:45:49","date_gmt":"2024-09-30T19:45:49","guid":{"rendered":"https:\/\/bolttech.io\/insights\/%e4%bb%a5%e5%ae%a2%e6%88%b7%e4%b8%ba%e4%b8%ad%e5%bf%83%ef%bc%9a%e4%b8%80%e6%b5%81%e7%9a%84%e6%95%b0%e5%ad%97%e4%bd%93%e9%aa%8c%e5%89%96%e6%9e%90\/"},"modified":"2024-11-06T17:32:49","modified_gmt":"2024-11-06T22:32:49","slug":"%e4%bb%a5%e5%ae%a2%e6%88%b7%e4%b8%ba%e4%b8%ad%e5%bf%83%ef%bc%9a%e4%b8%80%e6%b5%81%e7%9a%84%e6%95%b0%e5%ad%97%e4%bd%93%e9%aa%8c%e5%89%96%e6%9e%90","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/zh-hans\/insights\/%e4%bb%a5%e5%ae%a2%e6%88%b7%e4%b8%ba%e4%b8%ad%e5%bf%83%ef%bc%9a%e4%b8%80%e6%b5%81%e7%9a%84%e6%95%b0%e5%ad%97%e4%bd%93%e9%aa%8c%e5%89%96%e6%9e%90\/","title":{"rendered":"\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\uff1a\u4e00\u6d41\u7684\u6570\u5b57\u4f53\u9a8c\u5256\u6790"},"content":{"rendered":"\n<p>\u5353\u8d8a\u7684\u5ba2\u6237\u4f53\u9a8c\u4e0d\u4ec5\u4ec5\u662f\u8d28\u91cf\u4f53\u9a8c\u3002 \u8fd9\u4e5f\u662f\u4e00\u4e2a\u53ef\u4ee5\u91cf\u5316\u7684\u95ee\u9898\u3002<\/p>\n\n<p>\u6b63\u5982 <a href=\"https:\/\/hbr.org\/2014\/08\/the-value-of-customer-experience-quantified\" target=\"_blank\" rel=\"noreferrer noopener\">Peter Kriss<\/a> \u5728\u300a\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba\u300b\u7684\u4e00\u7bc7\u6587\u7ae0\u4e2d\u6982\u8ff0\u7684\u90a3\u6837\uff0c\u5ba2\u6237\u4f53\u9a8c\u4e0e\u5ba2\u6237\u53cd\u9988\u548c\u672a\u6765\u5ba2\u6237\u652f\u51fa\u76f4\u63a5\u4e14\u620f\u5267\u6027\u5730\u76f8\u5173\u3002<\/p>\n\n<p>\u8fd9\u4e9b\u6210\u679c\u8f6c\u5316\u4e3a\u6570\u5b57\u9886\u57df\u7684\u6210\u679c\u3002 \u5ba2\u6237\u5bf9\u516c\u53f8\u7f51\u7ad9\u3001\u624b\u673a\u7f51\u7ad9\u548c\u5176\u4ed6\u8ba1\u7b97\u673a\u53ef\u8bbf\u95ee\u754c\u9762\u7684\u4f7f\u7528\u4f53\u9a8c\uff0c\u5bf9\u4ed6\u4eec\u662f\u5426\u613f\u610f\u5411\u670b\u53cb\u63a8\u8350\u516c\u53f8\uff0c\u4ee5\u53ca\u4ed6\u4eec\u81ea\u5df1\u662f\u5426\u4f1a\u575a\u6301\u4f7f\u7528\u516c\u53f8\u7684\u4ea7\u54c1\u8d77\u7740\u5173\u952e\u4f5c\u7528\u3002<\/p>\n\n<p>\u5728\u8fd9\u91cc\uff0c\u6211\u4eec\u8ba8\u8bba\u4e86\u5982\u4f55\u4e3a\u60a8\u7684 P&amp;C \u4fdd\u9669\u5ba2\u6237\u6784\u5efa\u51fa\u8272\u7684\u6570\u5b57\u4f53\u9a8c\u3002<\/p>\n\n<h4 class=\"wp-block-heading\">\u4e16\u754c\u7ea7\u6570\u5b57\u4f53\u9a8c\u4e0d\u53ef\u6216\u7f3a\u7684\u8981\u7d20<\/h4>\n\n<p><a href=\"https:\/\/www.digitalcommerce360.com\/2013\/12\/31\/why-omnichannel-strategy-matters\/\" target=\"_blank\" rel=\"noreferrer noopener\">Paul Demery<\/a> \u5728\u62a5\u544a\u6700\u8fd1\u7684 Aberdeen Group \u7814\u7a76\u65f6\u6307\u51fa\uff0c\u5177\u6709\u5f3a\u5927\u5168\u6e20\u9053\u80fd\u529b\u7684\u516c\u53f8\u4fdd\u7559\u4e86 89% \u7684\u5ba2\u6237\u3002 \u5bf9\u4e8e\u7cfb\u7edf\u8f83\u5f31\u7684\u516c\u53f8\uff0c\u8fd9\u4e00\u6570\u5b57\u4e0b\u964d\u5230 33%\u3002<\/p>\n\n<p>\u6570\u5b57\u6e20\u9053\u5728\u5168\u6e20\u9053\u4f53\u9a8c\u4e2d\u7684\u6bd4\u91cd\u8d8a\u6765\u8d8a\u5927\u3002 \u5e7f\u4e49\u4e0a\u8bb2\uff0c\u6570\u5b57\u5316\u5ba2\u6237\u4f53\u9a8c\u5305\u62ec\u5ba2\u6237\u901a\u8fc7\u8ba1\u7b97\u673a\u3001\u5e73\u677f\u7535\u8111\u3001\u667a\u80fd\u624b\u673a\u7b49\u6570\u5b57\u5316\u624b\u6bb5\u8fdb\u884c\u7684\u6bcf\u4e00\u6b21\u4e92\u52a8\u3002<\/p>\n\n<p>\u4f46\u662f\uff0c\u6839\u636e Software Advice \u7684 <a href=\"https:\/\/hbr.org\/2015\/11\/what-a-great-digital-customer-experience-actually-looks-like\" target=\"_blank\" rel=\"noreferrer noopener\">Craig Borowski<\/a> \u7684\u8bf4\u6cd5\uff0c\u603b\u4f53\u4e0a\uff0c\u5f3a\u5927\u7684\u5ba2\u6237\u4f53\u9a8c\u5e76\u4e0d\u4f1a\u81ea\u52a8\u8f6c\u5316\u4e3a\u5f3a\u5927\u7684\u6570\u5b57\u4f53\u9a8c\u3002 \u201c\u7ebf\u4e0a\u548c\u7ebf\u4e0b\u6d88\u8d39\u8005\u662f\u7fbd\u6bdb\u622a\u7136\u4e0d\u540c\u7684\u9e1f\uff0c\u201d\u535a\u7f57\u592b\u65af\u57fa\u5728\u300a\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba\u300b\u4e0a\u5199\u9053\u3002 \u4e8b\u5b9e\u4e0a\uff0c\u201c\u5bf9\u6d88\u8d39\u8005\u6765\u8bf4\uff0c\u6ca1\u6709\u4ee4\u4eba\u6ee1\u610f\u7684\u501f\u53e3\u6765\u63d0\u4f9b\u7cdf\u7cd5\u7684\u6570\u5b57\u4f53\u9a8c\u3002<\/p>\n\n<p>Gartner \u7684 <a href=\"https:\/\/blogs.gartner.com\/laura-mclellan\/10-proof-points-why-customer-experience-is-the-next-big-thing\/\" target=\"_blank\" rel=\"noreferrer noopener\">Laura McClellan<\/a> \u63d0\u4f9b\u4e86\u5176\u4ed6\u7edf\u8ba1\u6570\u636e\uff0c\u8fd9\u4e9b\u7edf\u8ba1\u6570\u636e\u8868\u660e\u4e86\u4e3a\u4ec0\u4e48\u4e00\u6d41\u7684\u6570\u5b57\u5ba2\u6237\u4f53\u9a8c\u662f\u5fc5\u4e0d\u53ef\u5c11\u7684\uff1a<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>89% \u7684\u5ba2\u6237<\/strong> \u5728\u4e0e\u516c\u53f8\u5f00\u5c55\u4e1a\u52a1\u4e0d\u5bb9\u6613\u65f6\u611f\u5230\u6cae\u4e27\u3002<\/li>\n\n\n\n<li><strong>58% \u7684\u5ba2\u6237<\/strong> \u5bf9\u4e0d\u540c\u6e20\u9053\u7684\u4f53\u9a8c\u4e0d\u4e00\u81f4\u8868\u793a\u6cae\u4e27\u3002<\/li>\n\n\n\n<li><strong>89% \u7684\u516c\u53f8<\/strong> \u4e3b\u8981\u4ee5\u5ba2\u6237\u670d\u52a1\u4e3a\u57fa\u7840\u8fdb\u884c\u7ade\u4e89\u3002<\/li>\n\n\n\n<li><strong>65% \u7684\u516c\u53f8<\/strong> \u6709\u4e00\u540d\u201c\u9996\u5e2d\u5ba2\u6237\u5b98\u201d\uff0c\u5176\u804c\u8d23\u662f\u5b8c\u5584\u5ba2\u6237\u4f53\u9a8c\u3002<\/li>\n\n\n\n<li>\u5c3d\u7ba1\u5982\u6b64\uff0c <strong>84%<\/strong> \u7684\u516c\u53f8\u4ecd\u672a\u5b8c\u5168\u6574\u5408\u5176\u7269\u7406\u548c\u6570\u5b57\u5ba2\u6237\u4f53\u9a8c\u3002<\/li>\n<\/ul>\n\n<p>\u6570\u5b57\u5ba2\u6237\u6700\u5173\u5fc3\u7684\u95ee\u9898 \u2014 \u56e0\u6b64\u4e5f\u662f\u4f01\u4e1a\u6700\u5173\u5fc3\u7684\u8003\u8651\u56e0\u7d20 \u2014 \u5305\u62ec\u53ef\u7528\u6027\u3001\u4e00\u81f4\u6027\u3001\u901f\u5ea6\u548c\u4e2a\u6027\u3002<\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u53ef\u7528\u6027<\/strong><\/h3>\n\n<p>\u6570\u5b57\u5ba2\u6237\u754c\u9762\u6d88\u9664\u4e86\u5ba2\u6237\u4e92\u52a8\u4e2d\u5de5\u4f5c\u65f6\u95f4\u6216\u8282\u5047\u65e5\u7684\u9650\u5236\uff0c\u4f46\u4e5f\u5e26\u6765\u4e86\u5176\u4ed6\u53ef\u7528\u6027\u6311\u6218\u3002<\/p>\n\n<p>UX Magazine \u7684 <a href=\"https:\/\/uxmag.com\/articles\/5-elements-of-omni-channel-user-experiences\" target=\"_blank\" rel=\"noreferrer noopener\">Danny Bluestone<\/a> \u8bf4\uff0c\u5ba2\u6237\u5e0c\u671b\u80fd\u591f\u6309\u7167\u81ea\u5df1\u7684\u65b9\u5f0f\u4e0e\u516c\u53f8\u4e92\u52a8\uff0c\u4ed6\u4eec\u5e0c\u671b\u80fd\u591f\u5728\u81ea\u5df1\u7684\u8bbe\u5907\u4e0a\u8fdb\u884c\u4e92\u52a8\u3002 \u5f3a\u5927\u7684\u6570\u5b57\u4f53\u9a8c\u9002\u7528\u4e8e\u5404\u79cd\u8bbe\u5907\uff0c\u5e76\u63d0\u4f9b\u4e86\u4e00\u79cd\u5728\u6240\u6709\u8bbe\u5907\u4e0a\u8fdb\u884c\u4ea4\u4e92\u7684\u65e0\u7f1d\u65b9\u5f0f\u3002 Bluestone \u8868\u793a\uff0c\u6700\u597d\u7684\u7cfb\u7edf\u662f\u201c\u901a\u9053\u4e2d\u7acb\u7684\u201d\uff0c\u5728\u4efb\u4f55\u8bbe\u5907\u4e0a\u90fd\u80fd\u63d0\u4f9b\u76f8\u540c\u8d28\u91cf\u7684\u4ea4\u4e92\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u901f\u5ea6<\/strong><\/h3>\n\n<p>Web \u5f00\u53d1\u884c\u4e1a\u535a\u5ba2 <a href=\"https:\/\/skilled.co\/resources\/speed-affects-website-infographic\/\" target=\"_blank\" rel=\"noreferrer noopener\">Skilled.co<\/a> \u7684\u56e2\u961f\u5904\u7406\u4e86\u4e00\u4e9b\u6570\u636e\uff0c\u53d1\u73b0\u8fd1\u4e00\u534a\u7684\u7f51\u7ad9\u8bbf\u95ee\u8005\u90fd\u5e0c\u671b\u9875\u9762\u5728 2 \u79d2\u5185\u52a0\u8f7d\u3002 \u7528\u6237\u5bf9\u79fb\u52a8\u7f51\u7ad9\u66f4\u5bbd\u5bb9\u4e00\u4e9b \u2014 \u5927\u7ea6\u4e09\u5206\u4e4b\u4e8c\u7684\u4eba\u5e0c\u671b\u9875\u9762\u5728 4 \u79d2\u5185\u6253\u5f00\u3002<\/p>\n\n<p>\u542f\u793a\u662f\u4ec0\u4e48\uff1f \u901f\u5ea6\u662f\u5173\u952e\u3002 \u6570\u5b57\u5ba2\u6237\u754c\u9762\u7684\u8bbe\u8ba1\u5fc5\u987b\u5c3d\u53ef\u80fd\u907f\u514d\u8bbe\u5907\u7684\u52a0\u8f7d\u5ef6\u8fdf\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u4e00\u81f4\u6027<\/strong><\/h3>\n\n<p>\u5c3c\u5c14\u68ee\u8bfa\u66fc\u96c6\u56e2\u7684Kim <a href=\"https:\/\/www.nngroup.com\/articles\/omnichannel-consistency\/\" target=\"_blank\" rel=\"noreferrer noopener\">Flaherty<\/a> \u8868\u793a\uff0c\u5f53\u6570\u5b57\u6e20\u9053\u4fdd\u6301\u4e00\u81f4\u5e76\u76f8\u4e92\u987a\u7545\u6c9f\u901a\u65f6\uff0c\u5ba2\u6237\u4f1a\u4f53\u9a8c\u5230\u66f4\u9ad8\u7684\u6ee1\u610f\u5ea6\uff0c\u5e76\u66f4\u613f\u610f\u4e92\u52a8\u548c\u63a8\u8350\u670b\u53cb\u4f7f\u7528\u8be5\u670d\u52a1\u3002<\/p>\n\n<p>\u4e9a\u9a6c\u900a\u7684\u8d2d\u7269\u8f66\u529f\u80fd\u662f\u6570\u5b57\u5ba2\u6237\u4f53\u9a8c\u4e00\u81f4\u6027\u7684\u4e00\u4e2a\u7b80\u5355\u4f46\u4f17\u6240\u5468\u77e5\u7684\u4f8b\u5b50\u3002 \u5f53\u7528\u6237\u767b\u5f55\u4e9a\u9a6c\u900a\u8d26\u6237\u540e\uff0c\u65e0\u8bba\u7528\u6237\u662f\u901a\u8fc7\u684c\u9762\u7f51\u7edc\u6d4f\u89c8\u5668\u3001\u79fb\u52a8\u5e94\u7528\u7a0b\u5e8f\u8fd8\u662f\u4e9a\u9a6c\u900a\u7684 Kindle \u8bbe\u5907\u67e5\u770b\u8d2d\u7269\u8f66\uff0c\u751a\u81f3\u662f\u540c\u65f6\u901a\u8fc7\u8fd9\u4e09\u79cd\u65b9\u5f0f\u67e5\u770b\u8d2d\u7269\u8f66\uff0c\u8d2d\u7269\u8f66\u90fd\u4f1a\u663e\u793a\u76f8\u540c\u7684\u5546\u54c1\u3002<\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u4e2a\u6027<\/strong><\/h3>\n\n<p>\u636e Moxie \u4ea7\u54c1\u7ba1\u7406\u526f\u603b\u88c1 <a href=\"https:\/\/www.mycustomer.com\/community\/blogs\/nikhil-govindaraj\/when-the-digital-experience-is-as-good-as-in-store\" target=\"_blank\" rel=\"noreferrer noopener\">Nikhil Govindaraj<\/a> \u79f0\uff0c\u79fb\u52a8\u6570\u5b57\u5ba2\u6237\u4f53\u9a8c\u7684\u65e9\u671f\u5c1d\u8bd5\u4ea7\u751f\u4e86 3% \u7684\u8f6c\u5316\u7387\uff0c\u800c\u5e97\u5185\u7684\u8f6c\u5316\u7387\u4e3a 20-30%\u3002 \u8fd9\u5e76\u4e0d\u662f\u5bf9\u79fb\u52a8\u4f5c\u4e3a\u6e20\u9053\u7684\u63a7\u8bc9\u3002 \u76f8\u53cd\uff0c\u5b83\u53ea\u662f\u8868\u660e\u6570\u5b57\u6e20\u9053\u5728\u80fd\u591f\u50cf\u9762\u5bf9\u9762\u4f53\u9a8c\u4e00\u6837\u4f20\u8fbe\u4e2a\u6027\u4e4b\u524d\uff0c\u6709\u4e00\u4e2a\u81ea\u7136\u7684\u6210\u719f\u8fc7\u7a0b\u3002<\/p>\n\n<p>\u56e0\u6b64\uff0c\u8981\u60f3\u83b7\u5f97\u6700\u4f73\u7684\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u5c31\u5fc5\u987b\u6ce8\u91cd\u4f7f\u6570\u5b57\u4f53\u9a8c\u4e0e\u4eb2\u8eab\u4f53\u9a8c\u4e00\u6837\u8212\u9002\u5b9c\u4eba\u3002 \u4ece\u54c1\u724c\u5851\u9020\u548c\u5ba2\u6237\u5206\u6790\u6240\u521b\u9020\u7684\u4e2a\u6027\u5316\u4f53\u9a8c\uff0c\u5230\u65e0\u7f1d\u641c\u7d22\u548c\u63d0\u95ee\u529f\u80fd\uff0c\u6570\u5b57\u4f53\u9a8c\u8d8a\u63a5\u8fd1\u4eb2\u8eab\u4f53\u9a8c\uff0c\u5ba2\u6237\u5c31\u8d8a\u6709\u53ef\u80fd\u8d2d\u4e70\uff0c\u5e76\u518d\u6b21\u5149\u987e\u3002<\/p>\n\n<figure class=\"wp-block-image aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"671\" height=\"448\" src=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/fistbump.jpg\" alt=\"\" class=\"wp-image-5135\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/fistbump.jpg 671w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/fistbump-300x200.jpg 300w\" sizes=\"auto, (max-width: 671px) 100vw, 671px\" \/><\/figure>\n\n<h4 class=\"wp-block-heading\"><strong>\u6848\u4f8b\u7814\u7a76\uff1a4 \u5bb6\u505a\u5bf9\u7684\u516c\u53f8<\/strong><\/h4>\n\n<p>\u60f3\u52a0\u5165\u62e5\u6709\u5353\u8d8a\u6570\u5b57\u5ba2\u6237\u4f53\u9a8c\u7684\u516c\u53f8\u884c\u5217\u5417\uff1f \u4ee5\u4e0b\u662f\u4e00\u4e9b\u516c\u53f8\u5b9e\u65bd\u7684\u6392\u540d\u9760\u524d\u7684\u5168\u6e20\u9053\u65b9\u6cd5\uff0c\u4ee5\u53ca\u5b83\u4eec\u662f\u5982\u4f55\u53d6\u5f97\u6210\u529f\u7684\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\">Progressive Insurance Group<\/h3>\n\n<p>\u65e9\u5728 2007 \u5e74\uff0cProgressive \u5c31\u5f00\u59cb\u5173\u6ce8\u5ba2\u6237\u7684\u6570\u5b57\u4f53\u9a8c\uff0c\u63a8\u51fa\u4e86 &#8220;\u8bf4\u51fa\u4f60\u7684\u4ef7\u683c &#8220;\u7b49\u8ba1\u5212\u3002 \u5982\u4eca\uff0c\u516c\u53f8\u81f4\u529b\u4e8e\u4e3a\u5ba2\u6237\u63d0\u4f9b\u5168\u9762\u7684\u7efc\u5408\u4f53\u9a8c\u3002 \u5728 Progressive \u7684\u5168\u65b9\u4f4d\u6e20\u9053\u63a8\u5e7f\u7cfb\u7edf\u4e0b\uff0c\u5ba2\u6237\u4e0d\u4ec5\u53ef\u4ee5\u4e0e Progressive \u81ea\u5df1\u7684\u6c7d\u8f66\u4fdd\u9669\u4ea7\u54c1\u4e92\u52a8\uff0c\u8fd8\u53ef\u4ee5\u5c06\u4ed6\u4eec\u7684\u6c7d\u8f66\u4fdd\u9669\u4e0e\u5176\u4ed6\u516c\u53f8\u627f\u4fdd\u7684\u623f\u5c4b\u6216\u79df\u6237\u4fdd\u9669\u6346\u7ed1\u5728\u4e00\u8d77\uff0c\u540c\u65f6\u4eab\u53d7\u4e00\u81f4\u3001\u53ef\u9760\u548c\u4e13\u6ce8\u7684\u7528\u6237\u4f53\u9a8c\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u519c\u6c11\u4fdd\u9669\u96c6\u56e2<\/h3>\n\n<p>Farmers \u8868\u660e\uff0c\u5168\u6e20\u9053\u5ba2\u6237\u4e92\u52a8\u4e0d\u5fc5\u5c40\u9650\u4e8e\u5185\u90e8\uff0c\u751a\u81f3\u4e0d\u5fc5\u5728\u540c\u4e00\u5e73\u53f0\u4e0a\u3002<\/p>\n\n<p>\u8003\u8651\u5230\u5ba2\u6237\u7684\u7279\u6b8a\u6027\uff0cFarmers \u9009\u62e9\u5728\u793e\u4ea4\u5a92\u4f53\u4e0a\u6ee1\u8db3\u4ed6\u4eec\u7684\u9700\u6c42\u3002 \u4e0e Facebook \u5e7f\u53d7\u6b22\u8fce\u7684 FarmVille \u6e38\u620f\u5408\u4f5c\uff0c\u65e2\u63d0\u5347\u4e86 Farmers \u7684\u54c1\u724c\u5f62\u8c61\uff0c\u53c8\u4e3a\u516c\u53f8\u63d0\u4f9b\u4e86\u83b7\u53d6\u793e\u4ea4\u5a92\u4f53\u6570\u636e\u7684\u9014\u5f84\uff0c\u4f7f\u5176\u80fd\u591f\u63d0\u4f9b\u66f4\u52a0\u4e2a\u6027\u5316\u7684\u5ba2\u6237\u4f53\u9a8c\u3002 \u7ed3\u679c\u5462\uff1f \u66f4\u5feb\u4e50\u3001\u66f4\u5fe0\u8bda\u7684\u5ba2\u6237\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">GEICO \u516c\u53f8<\/h3>\n\n<p>GEICO \u6ce8\u91cd\u901f\u5ea6\u548c\u5ba2\u6237\u5229\u76ca\uff0c\u5df2\u6210\u4e3a\u5bb6\u55bb\u6237\u6653\u7684\u6c7d\u8f66\u4fdd\u9669\u54c1\u724c\u3002 \u8be5\u516c\u53f8\u7684\u5168\u6e20\u9053\u8425\u9500\u7cfb\u7edf\u4fa7\u91cd\u4e8e\u6700\u5927\u9650\u5ea6\u5730\u51cf\u5c11\u6216\u6d88\u9664\u5ba2\u6237\u7684\u7b49\u5f85\u65f6\u95f4\uff0c\u65e0\u8bba\u5ba2\u6237\u662f\u5bfb\u6c42\u66f4\u65b0\u653f\u7b56\u8fd8\u662f\u63d0\u51fa\u95ee\u9898\u3002 \u516c\u53f8\u7684\u77e5\u540d\u53d1\u8a00\u4eba\u662f\u8c01\u5462\uff1f \u4ed6\u4e0d\u662f\u5728\u8425\u9500\u4f1a\u8bae\u4e0a\u4ea7\u751f\u7684\uff0c\u800c\u662f\u5ba2\u6237\u76f4\u63a5\u53cd\u9988\u7684\u7ed3\u679c\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u7f8e\u56fd\u94f6\u884c<\/h3>\n\n<p>\u94f6\u884c\u548c\u4fdd\u9669\u516c\u53f8\u5728\u6784\u5efa\u5168\u6e20\u9053\u670d\u52a1\u65f6\u9762\u4e34\u7740\u8bb8\u591a\u76f8\u540c\u7684\u76d1\u7ba1\u548c\u9690\u79c1\u969c\u788d\u3002<a href=\"https:\/\/blog.hubspot.com\/customer-success\/omni-channel-experience?__hstc=103362207.8432e18fe1b4e270bd8d783f6794e506.1724072077526.1724252449792.1724256511253.9&amp;__hssc=103362207.10.1724939084095&amp;__hsfp=3405490495\" target=\"_blank\" rel=\"noreferrer noopener\">\u4e9a\u4f26-\u963f\u5409\u4e4c\u65af\uff08Aaron Agius<\/a>\uff09\u8ba4\u4e3a\uff0c\u7f8e\u56fd\u94f6\u884c\u7684\u505a\u6cd5\u662f\u6b63\u786e\u7684\u3002\u7f8e\u56fd\u94f6\u884c\u7684\u684c\u9762\u5e94\u7528\u7a0b\u5e8f\u548c\u79fb\u52a8\u5e94\u7528\u7a0b\u5e8f\u4e4b\u95f4\u7684\u65e0\u7f1d\u5173\u7cfb\u5141\u8bb8\u5ba2\u6237\u5728\u4efb\u4e00\u8bbe\u5907\u4e0a\u6267\u884c\u5404\u79cd\u5e38\u89c4\u94f6\u884c\u4efb\u52a1\uff0c\u4ece\u67e5\u770b\u8d26\u6237\u4f59\u989d\u5230\u5b58\u6b3e\u548c\u652f\u4ed8\u8d26\u5355\u3002  <\/p>\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"680\" src=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/boltinc-cominsurance-distribution-1024x680.avif\" alt=\"\" class=\"wp-image-5145\" style=\"width:672px;height:auto\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/boltinc-cominsurance-distribution-1024x680.avif 1024w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/boltinc-cominsurance-distribution-300x199.avif 300w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/boltinc-cominsurance-distribution-768x510.avif 768w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/boltinc-cominsurance-distribution-1536x1020.avif 1536w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/boltinc-cominsurance-distribution.avif 1681w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<h4 class=\"wp-block-heading\"><strong>\u6539\u5584\u60a8\u7684\u6570\u5b57\u5ba2\u6237\u4f53\u9a8c\uff1a\u5feb\u901f\u5165\u95e8\u6307\u5357<\/strong><\/h4>\n\n<p>P&amp;C \u4fdd\u9669\u516c\u53f8\u5982\u4f55\u5c06\u81ea\u5df1\u7f6e\u4e8e\u5168\u6e20\u9053\u98df\u7269\u94fe\u7684\u9876\u7aef\u5e76\u4ece\u4e2d\u83b7\u76ca\uff1f \u4ee5\u4e0b\u662f\u542f\u52a8\u8fd9\u4e00\u8fc7\u7a0b\u7684\u4e00\u4e9b\u6ce8\u610f\u4e8b\u9879\u3002<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>\u6784\u5efa\u5b9e\u73b0\u54c1\u724c\u627f\u8bfa\u7684\u6570\u5b57\u4f53\u9a8c\u3002<\/strong> \u6839\u636e UX \u7b56\u7565\u5e08 <a href=\"https:\/\/www.nngroup.com\/articles\/brand-experience-ux\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kate Kaplan<\/a> \u7684\u8bf4\u6cd5\uff0c\u54c1\u724c\u5851\u9020\u53ef\u4ee5\u5b8c\u6210\u4e24\u4ef6\u4e8b\uff1a\u5b83\u6709\u6548\u5730 <em>\u4ee3\u8868\u4e86<\/em> \u4ea7\u54c1\u6216\u670d\u52a1\uff0c\u5e76 <em>\u627f\u8bfa<\/em> \u5ba2\u6237\u5c06\u83b7\u5f97\u67d0\u79cd\u4f53\u9a8c\u4ee5\u6362\u53d6\u4e0e\u4e4b\u4e92\u52a8\u3002 \u65e0\u8bba\u60a8\u7684\u54c1\u724c\u662f\u5efa\u7acb\u5728\u6548\u7387\u3001\u5468\u5230\u3001\u5584\u610f\u8fd8\u662f\u4efb\u4f55\u5176\u4ed6\u4f53\u9a8c\u7684\u627f\u8bfa\u4e4b\u4e0a\uff0c\u6bcf\u6b21\u90fd\u5728\u6bcf\u4e2a\u6e20\u9053\u4e2d\u5151\u73b0\u8fd9\u4e00\u627f\u8bfa\u3002<\/li>\n\n\n\n<li><strong>\u5c06\u60a8\u7684\u54c1\u724c\u653e\u5728\u4e00\u4e2a\u5c4b\u6a90\u4e0b\u3002<\/strong> \u8425\u9500\u6280\u672f\u4f01\u4e1a\u5bb6 <a href=\"http:\/\/www.brandquarterly.com\/importance-consistency-within-omnichannel-marketing\" target=\"_blank\" rel=\"noreferrer noopener\">Mike Watson<\/a> \u6307\u51fa\uff0c\u5f53\u5fbd\u6807\u3001\u914d\u8272\u65b9\u6848\u3001\u4e3b\u9898\u6807\u7b7e\u548c\u5176\u4ed6\u54c1\u724c\u6807\u5fd7\u4f4d\u4e8e\u4e00\u4e2a\u4f4d\u7f6e\u65f6\uff0c\u53ef\u4ee5\u66f4\u8f7b\u677e\u5730\u5728\u6574\u4e2a\u5ba2\u6237\u4f53\u9a8c\u4e2d\u521b\u9020\u4e00\u81f4\u7684\u54c1\u724c\u611f\u89c9\u3002 \u7f8e\u4e16 Vine \u7684 <a href=\"https:\/\/www.forbes.com\/sites\/forbescommunicationscouncil\/2017\/07\/07\/omnichannel-marketing-how-to-deliver-consistency-and-strong-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Ani Stepanian<\/a> \u8868\u793a\uff0c\u5b83\u8fd8\u53ef\u4ee5\u5e2e\u52a9\u54c1\u724c\u91cd\u7533\u4e0e\u5176\u4f7f\u547d\u3001\u613f\u666f\u548c\u4ef7\u503c\u89c2\u76f8\u5173\u7684\u91cd\u8981\u4fe1\u606f\u3002<\/li>\n\n\n\n<li><strong>\u5c06\u8bbe\u8ba1\u5d4c\u5165\u5230\u60a8\u7684\u6d41\u7a0b\u4e2d\u3002<\/strong>  \u987e\u95ee\uff0c\u91c7\u7528\u4ee5\u8bbe\u8ba1\u4e3a\u4e3b\u5bfc\u7684\u65b9\u6cd5\u6765\u83b7\u5f97\u5ba2\u6237\u6570\u5b57\u4f53\u9a8c\u7684\u516c\u53f8\u5c06\u83b7\u5f97\u53ef\u89c2\u7684\u597d\u5904  <a href=\"http:\/\/blog.boltinc.com\/cs\/c\/?cta_guid=972b8acb-68af-41b9-9b6e-8e5954919bb3&amp;placement_guid=48e8b4ca-53eb-4a48-b457-40abc107e82a&amp;portal_id=711460&amp;canon=http%3A%2F%2Fblog.boltinc.com%2Finsurance-distribution-solution-blog%2Fdigital-experience&amp;redirect_url=APefjpHpq0ZEi51ie8I9R2-oCO1LeQxoV5SJxM4d3yVAJxXeA24B-CCP2uNB-9pVag3kQMChhaY-VaesuL72JKk9rKEynEXnen0Fm3dz0Vz40Bt-hr8bvTJsfqVwyq44h-ypvNhuOFFaHQrjQPYfR7Gs_J2Ztx4-UB2kyyQUWXoWuukrcwo5tmCgyJzXZZcawCr3cmuBZJwQy3RdpBGQbgjCP5XwEQQ4cifuCx5m4SKoWLJ1Kt9JjwqJIxH4aDLlYwXGLb3FM3qqRfAkS1l2ZdDNU03o7I8YvPgZS2HPjTax3xm38Rs3o9GHPObA6sCHskW9PFpQRoPB&amp;click=2c5de722-9050-4d70-b701-48c72d805281&amp;hsutk=8f8073bef8f3779035f1a895ae2e91a6&amp;utm_referrer=http%3A%2F%2Fblog.boltinc.com%2Finsurance-distribution-solution-blog%2Fall&amp;pageId=5621266183&amp;__hstc=103362207.8432e18fe1b4e270bd8d783f6794e506.1724072077526.1724252449792.1724256511253.9&amp;__hssc=103362207.10.1724939084095&amp;__hsfp=3405490495\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><a href=\"https:\/\/elainefogel.com\/2017\/04\/05\/best-digital-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">Elaine Fogel<\/a> \u8bf4\u3002 \u4f8b\u5982\uff0c70% \u7684\u8bbe\u8ba1\u4e3b\u5bfc\u578b\u9879\u76ee\u5904\u4e8e\u6570\u5b57\u5ba2\u6237\u4ea4\u4e92\u7684\u6700\u4f73\u533a\u57df\uff0c50% \u7684\u9879\u76ee\u8868\u793a\u5ba2\u6237\u8bc4\u7ea7\u548c\u4fdd\u7559\u7387\u66f4\u9ad8\u3002 \u4e00\u9879\u7814\u7a76\u53d1\u73b0\uff0c\u4ee5\u8bbe\u8ba1\u4e3a\u4e3b\u5bfc\u7684\u516c\u53f8\u5e73\u5747\u8868\u73b0\u5f80\u5f80\u6bd4\u6807\u51c6\u666e\u5c14\u6307\u6570\u9ad8\u51fa 219%\u3002<\/li>\n\n\n\n<li><strong>\u4f18\u5148\u8003\u8651\u6c9f\u901a\u3002<\/strong> \u6839\u636e <a href=\"https:\/\/www.informatica.com\/resources.asset.e51fc5ee8b334d34421c3f5553d95ee3.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Informatica<\/a> \u7684\u4e00\u9879\u7814\u7a76\uff0c\u9ad8\u8fbe 90% \u7684\u672a\u5b8c\u6210\u7684\u6570\u5b57\u8d2d\u4e70\u88ab\u653e\u5f03\uff0c\u56e0\u4e3a\u5ba2\u6237\u8ba4\u4e3a\u4ed6\u4eec\u6ca1\u6709\u8db3\u591f\u7684\u4fe1\u606f\u6765\u505a\u51fa\u6b63\u786e\u7684\u9009\u62e9\u3002 \u96c6\u6210\u7684\u5b9e\u65f6\u804a\u5929\u529f\u80fd\u3001\u5e38\u89c1\u95ee\u9898\u89e3\u7b54\u548c\u5176\u4ed6\u5de5\u5177\u53ef\u4ee5\u514b\u670d\u8fd9\u4e9b\u4fe1\u606f\u72b9\u8c6b\u5e76\u63d0\u9ad8\u5ba2\u6237\u7684\u4fe1\u5fc3\u3002<\/li>\n\n\n\n<li><strong>\u201cOmni\u201d \u4e5f\u662f\u60a8\u7684\u5206\u6790\u3002<\/strong>\u5982\u679c\u5206\u6790\u4ecd\u7136\u5b64\u7acb\uff0c\u90a3\u4e48\u9762\u5411\u5ba2\u6237\u7684\u5168\u6e20\u9053\u65b9\u6cd5\u5c31\u65e0\u6cd5\u4e3a\u4f01\u4e1a\u63d0\u4f9b\u5168\u90e8\u4f18\u52bf\uff0c<a href=\"https:\/\/cta-service-cms2.hubspot.com\/ctas\/v2\/public\/cs\/c\/?cta_guid=95868be2-94c3-48a0-bca0-0c68e1053256&amp;placement_guid=8165e911-f394-436f-9b64-6c260aebf00c&amp;portal_id=711460&amp;canon=http%3A%2F%2Fblog.boltinc.com%2Finsurance-distribution-solution-blog%2Fdigital-experience&amp;redirect_url=APefjpHhXjJScxHVewo0JasbLF1ojrxBBZJC5ccz2GyrYG_Iy3BW0dt_7U8tAF7rHovwKvuVSIGbecOJ17x49ywhWe4rApz6Gw1tR_fUe13NQgycWBpK_0nqpk0-V0a-e0J4Oz5O0vCD1sZe9ZhhYSwjAWTcoLLC4o6LtvNsBS6Cx65yrD-XStAlMAycP222odn1DdRPyaV88ZHVy10uWVgV_lGwWtCho-KUzMQDZYuR9tvwjPWelsr9WN6yztJmRV3FPpsC6QuY&amp;click=6506e0af-b265-45bc-a81a-75c3a7999776&amp;hsutk=8f8073bef8f3779035f1a895ae2e91a6&amp;utm_referrer=http%3A%2F%2Fblog.boltinc.com%2Finsurance-distribution-solution-blog%2Fall&amp;pageId=5621266183&amp;__hstc=103362207.8432e18fe1b4e270bd8d783f6794e506.1724072077526.1724252449792.1724256511253.9&amp;__hssc=103362207.10.1724939084095&amp;__hsfp=3405490495\" target=\"_blank\" rel=\"noreferrer noopener\">SYKES<\/a> \u7684 <a href=\"https:\/\/www.forbes.com\/sites\/forbescommunicationscouncil\/2017\/07\/07\/omnichannel-marketing-how-to-deliver-consistency-and-strong-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Eileen Canady<\/a> \u8bf4\u3002 \u76f8\u53cd\uff0c\u8bf7\u786e\u4fdd\u60a8\u901a\u8fc7\u591a\u4e2a\u6e20\u9053\u8ddf\u8e2a\u5bf9\u8bdd\uff0c\u4ee5\u8bc6\u522b\u75db\u70b9\u5e76\u4fdd\u6301\u5ba2\u6237\u4f53\u9a8c\u7684\u5b8c\u6574\u6027\u3002<\/li>\n\n\n\n<li><strong>\u4e0e\u4e86\u89e3\u5ba2\u6237\u6240\u6709\u6743\u7684\u4e13\u4e1a\u4eba\u58eb\u5408\u4f5c\u3002<\/strong> \u4e00\u6d41\u7684\u6570\u5b57\u4f53\u9a8c\u4e3a\u7559\u4f4f\u5ba2\u6237\u63d0\u4f9b\u4e86\u975e\u51e1\u7684\u673a\u4f1a\u3002\u5982\u679c\u5ba2\u6237\u4fdd\u7559\u7387\u548c\u62e5\u6709\u7387\u662f\u4e3b\u8981\u8003\u8651\u56e0\u7d20\uff0c\u90a3\u4e48\u8bf7\u9009\u62e9\u90a3\u4e9b\u4e86\u89e3\u5ba2\u6237\u4fdd\u7559\u7387\u8981\u6c42\u7684\u8f6f\u4ef6\u548c\u670d\u52a1\u63d0\u4f9b\u5546\u3002 <\/li>\n<\/ul>\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n<p><em>\u56fe\u7247\u6765\u81ea\uff1amimagephotography\/\u00a9123RF Stock Photo\uff0c loganban\/\u00a9123RF Stock Photo\uff0c rido\/\u00a9123RF Stock Photo<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u5353\u8d8a\u7684\u5ba2\u6237\u4f53\u9a8c\u4e0d\u4ec5\u4ec5\u662f\u8d28\u91cf\u4f53\u9a8c\u3002 \u8fd9\u4e5f\u662f\u4e00\u4e2a\u53ef\u4ee5\u91cf\u5316\u7684\u95ee\u9898\u3002 \u6b63\u5982 Peter Kriss \u5728\u300a\u54c8\u4f5b\u5546\u4e1a\u8bc4\u8bba\u300b [&hellip;]<\/p>\n","protected":false},"featured_media":5146,"template":"","insight-category":[],"class_list":["post-21355","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight\/21355","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/types\/insight"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/media\/5146"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/media?parent=21355"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight-category?post=21355"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}