{"id":21351,"date":"2024-09-30T14:45:47","date_gmt":"2024-09-30T19:45:47","guid":{"rendered":"https:\/\/bolttech.io\/insights\/%e4%bb%a5%e5%ae%a2%e6%88%b6%e7%82%ba%e4%b8%ad%e5%bf%83%ef%bc%9a%e4%b8%80%e6%b5%81%e7%9a%84%e6%95%b8%e4%bd%8d%e9%ab%94%e9%a9%97%e5%89%96%e6%9e%90\/"},"modified":"2024-11-06T17:32:07","modified_gmt":"2024-11-06T22:32:07","slug":"%e4%bb%a5%e5%ae%a2%e6%88%b6%e7%82%ba%e4%b8%ad%e5%bf%83%ef%bc%9a%e4%b8%80%e6%b5%81%e7%9a%84%e6%95%b8%e4%bd%8d%e9%ab%94%e9%a9%97%e5%89%96%e6%9e%90","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/zh-hant\/insights\/%e4%bb%a5%e5%ae%a2%e6%88%b6%e7%82%ba%e4%b8%ad%e5%bf%83%ef%bc%9a%e4%b8%80%e6%b5%81%e7%9a%84%e6%95%b8%e4%bd%8d%e9%ab%94%e9%a9%97%e5%89%96%e6%9e%90\/","title":{"rendered":"\u4ee5\u5ba2\u6236\u70ba\u4e2d\u5fc3\uff1a\u4e00\u6d41\u7684\u6578\u4f4d\u9ad4\u9a57\u5256\u6790"},"content":{"rendered":"\n<p>\u5353\u8d8a\u7684\u5ba2\u6236\u9ad4\u9a57\u4e0d\u50c5\u50c5\u662f\u9ad8\u8cea\u91cf\u7684\u9ad4\u9a57\u3002 \u5b83\u4e5f\u662f\u4e00\u500b\u53ef\u91cf\u5316\u7684\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\u696d\u8a55\u8ad6\u300b\u7684\u4e00\u7bc7\u6587\u7ae0\u4e2d\u6982\u8ff0\u7684\u90a3\u6a23\uff0c\u5ba2\u6236\u9ad4\u9a57\u8207\u5ba2\u6236\u53cd\u994b\u548c\u672a\u4f86\u5ba2\u6236\u652f\u51fa\u76f4\u63a5\u4e14\u6232\u5287\u6027\u5730\u76f8\u95dc\u3002<\/p>\n\n<p>\u9019\u4e9b\u7d50\u679c\u8f49\u5316\u70ba\u6578\u5b57\u9818\u57df\u3002 \u5ba2\u6236\u5c0d\u516c\u53f8\u7db2\u7ad9\u3001\u79fb\u52d5\u7db2\u7ad9\u548c\u5176\u4ed6\u8a08\u7b97\u6a5f\u53ef\u8a2a\u554f\u4ecb\u9762\u7684\u9ad4\u9a57\u5728\u4ed6\u5011\u662f\u5426\u9858\u610f\u5411\u670b\u53cb\u63a8\u85a6\u696d\u52d9\u4ee5\u53ca\u5ba2\u6236\u662f\u5426\u6703\u81ea\u5df1\u5805\u6301\u4f7f\u7528\u696d\u52d9\u65b9\u9762\u8d77\u8457\u95dc\u9375\u4f5c\u7528\u3002<\/p>\n\n<p>\u5728\u9019\u88e1\uff0c\u6211\u5011\u8a0e\u8ad6\u4e86\u5982\u4f55\u70ba\u60a8\u7684 P&amp;C \u4fdd\u96aa\u5ba2\u6236\u69cb\u5efa\u51fa\u8272\u7684\u6578\u5b57\u9ad4\u9a57\u3002<\/p>\n\n<h4 class=\"wp-block-heading\">\u4e16\u754c\u7d1a\u6578\u5b57\u9ad4\u9a57\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\u5831\u544a\u6700\u8fd1\u7684 Aberdeen Group \u7814\u7a76\u6642\u6307\u51fa\uff0c\u5177\u6709\u5f37\u5927\u5168\u7ba1\u9053\u80fd\u529b\u7684\u516c\u53f8\u4fdd\u7559\u4e86 89% \u7684\u5ba2\u6236\u3002 \u5c0d\u65bc\u7cfb\u7d71\u8f03\u5f31\u7684\u516c\u53f8\uff0c\u9019\u4e00\u6578\u4f4d\u4e0b\u964d\u523033%\u3002<\/p>\n\n<p>\u6578\u5b57\u7ba1\u9053\u5728\u5168\u6e20\u9053\u9ad4\u9a57\u4e2d\u4f54\u64da\u4e86\u4e0d\u65b7\u589e\u9577\u7684\u4e00\u90e8\u5206\u3002 \u5f9e\u5ee3\u7fa9\u4e0a\u8b1b\uff0c\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57\u5305\u62ec\u901a\u904e\u6578\u4f4d\u65b9\u5f0f\u9032\u884c\u7684\u6bcf\u4e00\u6b21\u5ba2\u6236\u4e92\u52d5\uff1a\u8a08\u7b97\u6a5f\u3001\u5e73\u677f\u96fb\u8166\u3001\u667a\u80fd\u624b\u6a5f\u3002<\/p>\n\n<p>\u4f46\u662f\uff0c\u6839\u64daSoftware 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\u8aaa\u6cd5\uff0c\u7e3d\u9ad4\u4e0a\uff0c\u5f37\u5927\u7684\u5ba2\u6236\u9ad4\u9a57\u4e26\u4e0d\u6703\u81ea\u52d5\u8f49\u5316\u70ba\u5f37\u5927\u7684\u6578\u5b57\u9ad4\u9a57\u3002 \u201c\u7dda\u4e0a\u548c\u7dda\u4e0b\u6d88\u8cbb\u8005\u662f\u7fbd\u6bdb\u622a\u7136\u4e0d\u540c\u7684\u9ce5\uff0c\u201d\u535a\u7f85\u592b\u65af\u57fa\u5728\u300a\u54c8\u4f5b\u5546\u696d\u8a55\u8ad6\u300b\u4e0a\u5beb\u9053\u3002 \u4e8b\u5be6\u4e0a\uff0c\u300c\u5c0d\u6d88\u8cbb\u8005\u4f86\u8aaa\uff0c\u6c92\u6709\u4ee4\u4eba\u6eff\u610f\u7684\u85c9\u53e3\u4f86\u63d0\u4f9b\u7cdf\u7cd5\u7684\u6578\u5b57\u9ad4\u9a57\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\u7d71\u8a08\u6578\u64da\uff0c\u9019\u4e9b\u7d71\u8a08\u6578\u64da\u8868\u660e\u77ad\u70ba\u4ec0\u9ebc\u4e00\u6d41\u7684\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57\u662f\u5fc5\u4e0d\u53ef\u5c11\u7684\uff1a<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>89% \u7684\u5ba2\u6236<\/strong> \u5728\u8207\u516c\u53f8\u958b\u5c55\u696d\u52d9\u4e0d\u5bb9\u6613\u6642\u611f\u5230\u6cae\u55aa\u3002<\/li>\n\n\n\n<li><strong>58% \u7684\u5ba2\u6236<\/strong> \u5c0d\u4e0d\u540c\u6e20\u9053\u7684\u9ad4\u9a57\u4e0d\u4e00\u81f4\u8868\u793a\u6cae\u55aa\u3002<\/li>\n\n\n\n<li><strong>89% \u7684\u516c\u53f8<\/strong> \u4e3b\u8981\u4ee5\u5ba2\u6236\u670d\u52d9\u70ba\u57fa\u790e\u9032\u884c\u7af6\u722d\u3002<\/li>\n\n\n\n<li><strong>65% \u7684\u516c\u53f8<\/strong> \u6709\u4e00\u540d\u300c\u9996\u5e2d\u5ba2\u6236\u5b98\u300d\uff0c\u5176\u8077\u8cac\u662f\u5b8c\u5584\u5ba2\u6236\u9ad4\u9a57\u3002<\/li>\n\n\n\n<li>\u5118\u7ba1\u5982\u6b64\uff0c <strong>84%<\/strong> \u7684\u516c\u53f8\u4ecd\u672a\u5b8c\u5168\u6574\u5408\u5176\u7269\u7406\u548c\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57\u3002<\/li>\n<\/ul>\n\n<p>\u6578\u4f4d\u5ba2\u6236\u6700\u95dc\u5fc3\u7684\u554f\u984c \u2014 \u56e0\u6b64\u4e5f\u662f\u4f01\u696d\u6700\u95dc\u5fc3\u7684\u8003\u616e\u56e0\u7d20 \u2014 \u5305\u62ec\u53ef\u7528\u6027\u3001\u4e00\u81f4\u6027\u3001\u901f\u5ea6\u548c\u500b\u6027\u3002<\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u53ef\u7528\u6027<\/strong><\/h3>\n\n<p>\u6578\u5b57\u5ba2\u6236\u4ecb\u9762\u6d88\u9664\u4e86\u5ba2\u6236\u4e92\u52d5\u4e2d\u5de5\u4f5c\u6642\u9593\u6216\u516c\u4f11\u65e5\u7684\u9650\u5236\uff0c\u4f46\u4e5f\u5e36\u4f86\u4e86\u5176\u4ed6\u53ef\u7528\u6027\u6311\u6230\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> \u8aaa\uff0c\u5ba2\u6236\u5e0c\u671b\u80fd\u5920\u6309\u7167\u81ea\u5df1\u7684\u65b9\u5f0f\u8207\u516c\u53f8\u4e92\u52d5\uff0c\u4ed6\u5011\u5e0c\u671b\u80fd\u5920\u5728\u81ea\u5df1\u7684\u8a2d\u5099\u4e0a\u9032\u884c\u4e92\u52d5\u3002 \u5f37\u5927\u7684\u6578\u4f4d\u9ad4\u9a57\u9069\u7528\u65bc\u5404\u7a2e\u8a2d\u5099\uff0c\u4e26\u63d0\u4f9b\u4e86\u4e00\u7a2e\u5728\u6240\u6709\u8a2d\u5099\u4e0a\u9032\u884c\u4ea4\u4e92\u7684\u7121\u7e2b\u65b9\u5f0f\u3002 Bluestone \u8868\u793a\uff0c\u6700\u597d\u7684\u7cfb\u7d71\u662f\u201c\u901a\u9053\u4e2d\u7acb\u7684\u201d\uff0c\u5728\u4efb\u4f55\u8a2d\u5099\u4e0a\u90fd\u80fd\u63d0\u4f9b\u76f8\u540c\u54c1\u8cea\u7684\u4ea4\u4e92\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u901f\u5ea6<\/strong><\/h3>\n\n<p>Web \u958b\u767c\u884c\u696d\u535a\u5ba2 <a href=\"https:\/\/skilled.co\/resources\/speed-affects-website-infographic\/\" target=\"_blank\" rel=\"noreferrer noopener\">Skilled.co<\/a> \u7684\u5718\u968a\u8655\u7406\u4e86\u4e00\u4e9b\u6578\u64da\uff0c\u767c\u73fe\u8fd1\u4e00\u534a\u7684\u7db2\u7ad9\u8a2a\u554f\u8005\u90fd\u5e0c\u671b\u9801\u9762\u5728 2 \u79d2\u5167\u8f09\u5165\u3002 \u7528\u6236\u5c0d\u884c\u52d5\u7db2\u7ad9\u66f4\u5bec\u5bb9\u4e00\u4e9b \u2014 \u5927\u7d04\u4e09\u5206\u4e4b\u4e8c\u7684\u4eba\u5e0c\u671b\u9801\u9762\u5728 4 \u79d2\u5167\u6253\u958b\u3002<\/p>\n\n<p>\u6536\u7a6b\uff1f \u901f\u5ea6\u662f\u95dc\u9375\u3002 \u6578\u5b57\u5ba2\u6236\u4ecb\u9762\u7684\u8a2d\u8a08\u5fc5\u9808\u907f\u514d\u5728\u76e1\u53ef\u80fd\u591a\u7684\u8a2d\u5099\u4e0a\u51fa\u73fe\u8f09\u5165\u5ef6\u9072\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u4e00\u81f4\u6027<\/strong><\/h3>\n\n<p>\u5c3c\u723e\u68ee\u8afe\u66fc\u96c6\u5718\u7684Kim <a href=\"https:\/\/www.nngroup.com\/articles\/omnichannel-consistency\/\" target=\"_blank\" rel=\"noreferrer noopener\">Flaherty<\/a> \u8868\u793a\uff0c\u7576\u6578\u4f4d\u7ba1\u9053\u4fdd\u6301\u4e00\u81f4\u4e26\u76f8\u4e92\u9806\u66a2\u6e9d\u901a\u6642\uff0c\u5ba2\u6236\u6703\u9ad4\u9a57\u5230\u66f4\u9ad8\u7684\u6eff\u610f\u5ea6\uff0c\u4e26\u66f4\u9858\u610f\u4e92\u52d5\u548c\u63a8\u85a6\u670b\u53cb\u4f7f\u7528\u8a72\u670d\u52d9\u3002<\/p>\n\n<p>\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57\u4e00\u81f4\u6027\u7684\u4e00\u500b\u7c21\u55ae\u4f46\u773e\u6240\u5468\u77e5\u7684\u4f8b\u5b50\u662f\u4e9e\u99ac\u905c\u7684\u8cfc\u7269\u8eca\u529f\u80fd\u3002 \u7576\u4f7f\u7528\u8005\u767b\u9304\u4ed6\u5011\u7684 Amazon \u5e33\u6236\u6642\uff0c\u7121\u8ad6\u4f7f\u7528\u8005\u662f\u901a\u904e\u684c\u9762 Web \u700f\u89bd\u5668\u3001\u79fb\u52d5\u61c9\u7528\u7a0b\u5f0f\u9084\u662f Amazon \u7684 Kindle \u8a2d\u5099\u67e5\u770b\u8cfc\u7269\u8eca\uff0c\u4ed6\u5011\u7684\u8cfc\u7269\u8eca\u90fd\u6703\u986f\u793a\u76f8\u540c\u7684\u5546\u54c1\uff0c\u5373\u4f7f\u4f7f\u7528\u8005\u540c\u6642\u5f9e\u9019\u4e09\u8005\u4e2d\u67e5\u770b\u3002<\/p>\n\n<h3 class=\"wp-block-heading\"><strong>\u500b\u6027<\/strong><\/h3>\n\n<p>\u64daMoxie\u7522\u54c1\u7ba1\u7406\u526f\u7e3d\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>\u7a31\uff0c\u884c\u52d5\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57\u7684\u65e9\u671f\u5617\u8a66\u7522\u751f\u4e863%\u7684\u8f49\u5316\u7387\uff0c\u800c\u5e97\u5167\u7684\u8f49\u5316\u7387\u70ba20-30%\u3002 \u9019\u4e26\u4e0d\u662f\u5c0d\u79fb\u52d5\u4f5c\u70ba\u7ba1\u9053\u7684\u63a7\u8a34\u3002 \u76f8\u53cd\uff0c\u5b83\u53ea\u662f\u8868\u660e\u6578\u4f4d\u7ba1\u9053\u5728\u80fd\u5920\u50cf\u9762\u5c0d\u9762\u9ad4\u9a57\u4e00\u6a23\u50b3\u9054\u500b\u6027\u4e4b\u524d\uff0c\u6709\u4e00\u500b\u81ea\u7136\u7684\u6210\u719f\u904e\u7a0b\u3002<\/p>\n\n<p>\u56e0\u6b64\uff0c\u5c08\u6ce8\u65bc\u4f7f\u6578\u4f4d\u9ad4\u9a57\u8207\u9762\u5c0d\u9762\u9ad4\u9a57\u4e00\u6a23\u8212\u9069\u548c\u8a98\u4eba\uff0c\u5c0d\u65bc\u4e00\u6d41\u7684\u5ba2\u6236\u6eff\u610f\u5ea6\u81f3\u95dc\u91cd\u8981\u3002 \u5f9e\u54c1\u724c\u548c\u5ba2\u6236\u5206\u6790\u5275\u9020\u7684\u500b\u4eba\u98a8\u683c\u5230\u7121\u7e2b\u7684\u641c\u7d22\u548c\u554f\u984c\u529f\u80fd\uff0c\u6578\u5b57\u9ad4\u9a57\u8d8a\u63a5\u8fd1\u9762\u5c0d\u9762\u9ad4\u9a57\uff0c\u5ba2\u6236\u8cfc\u8cb7\u548c\u8fd4\u56de\u7684\u53ef\u80fd\u6027\u5c31\u8d8a\u5927\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\u5c0d\u7684\u516c\u53f8<\/strong><\/h4>\n\n<p>\u60f3\u52a0\u5165\u64c1\u6709\u51fa\u8272\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57\u7684\u516c\u53f8\u884c\u5217\u55ce\uff1f \u4ee5\u4e0b\u662f\u5be6\u65bd\u4e00\u4e9b\u6392\u540d\u9760\u524d\u7684\u5168\u7ba1\u9053\u65b9\u6cd5\u7684\u516c\u53f8\u4ee5\u53ca\u4ed6\u5011\u5982\u4f55\u53d6\u5f97\u6210\u529f\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\">Progressive Insurance Group<\/h3>\n\n<p>Progressive \u65e9\u5728 2007 \u5e74\u5c31\u5c08\u6ce8\u65bc\u5ba2\u6236\u7684\u6578\u4f4d\u9ad4\u9a57\uff0c\u5f9e\u800c\u4fc3\u6210\u4e86\u4ed6\u5011\u7684\u201cName Your Price\u201d\u8a08\u5283\u7b49\u8a08\u5283\u3002 \u5982\u4eca\uff0c\u8a72\u516c\u53f8\u81f4\u529b\u65bc\u63d0\u4f9b\u5b8c\u5168\u6574\u5408\u7684\u5ba2\u6236\u9ad4\u9a57\u3002 \u5728 Progressive \u7684\u5168\u7ba1\u9053\u5916\u5c55\u7cfb\u7d71\u4e0b\uff0c\u5ba2\u6236\u4e0d\u50c5\u53ef\u4ee5\u8207 Progressive \u81ea\u5df1\u7684\u6c7d\u8eca\u4fdd\u96aa\u7522\u54c1\u4e92\u52d5\uff0c\u9084\u53ef\u4ee5\u5c07\u4ed6\u5011\u7684\u6c7d\u8eca\u8207\u5176\u4ed6\u516c\u53f8\u627f\u4fdd\u7684\u623f\u4e3b\u6216\u79df\u623f\u8005\u4fdd\u96aa\u6346\u7d81\u5728\u4e00\u8d77\u2014\u2014\u540c\u6642\u4eab\u53d7\u4e00\u81f4\u3001\u53ef\u9760\u548c\u5c08\u6ce8\u7684\u7528\u6236\u9ad4\u9a57\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u8fb2\u6c11\u4fdd\u96aa\u96c6\u5718<\/h3>\n\n<p>Farmers \u8868\u660e\uff0c\u5168\u7ba1\u9053\u5ba2\u6236\u4e92\u52d5\u4e0d\u5fc5\u5c40\u9650\u65bc\u5167\u90e8\uff0c\u751a\u81f3\u4e0d\u5fc5\u5728\u540c\u4e00\u5e73\u81fa\u4e0a\u3002<\/p>\n\n<p>\u8003\u616e\u5230\u975e\u5e38\u5177\u9ad4\u7684\u5ba2\u6236\uff0cFarmers \u9078\u64c7\u5728\u4ed6\u5011\u6240\u5728\u7684\u4f4d\u7f6e\uff08\u793e\u4ea4\u5a92\u9ad4\uff09\u8207\u4ed6\u5011\u6703\u9762\u3002 \u8207 Facebook \u7684\u71b1\u9580\u904a\u6232 FarmVille \u5408\u4f5c\uff0c\u4e0d\u50c5\u63d0\u5347\u4e86 Farmers \u7684\u54c1\u724c\u5f62\u8c61\uff0c\u9084\u63d0\u4f9b\u4e86\u5c0d\u793e\u4ea4\u5a92\u9ad4\u6578\u64da\u7684\u8a2a\u554f\uff0c\u8a72\u516c\u53f8\u53ef\u4ee5\u7528\u4f86\u63d0\u4f9b\u66f4\u52a0\u500b\u4eba\u5316\u7684\u5ba2\u6236\u9ad4\u9a57\u3002 \u7d50\u679c\u5982\u4f55\uff1f \u66f4\u5feb\u6a02\u3001\u66f4\u5fe0\u8aa0\u7684\u5ba2\u6236\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">GEICO \u516c\u53f8<\/h3>\n\n<p>GEICO \u901a\u904e\u5f37\u8abf\u901f\u5ea6\u548c\u5ba2\u6236\u5229\u76ca\uff0c\u5df2\u6210\u70ba\u6c7d\u8eca\u4fdd\u96aa\u9818\u57df\u5bb6\u55bb\u6236\u66c9\u7684\u540d\u5b57\u3002 \u8a72\u516c\u53f8\u7684\u5168\u7ba1\u9053\u884c\u92b7\u7cfb\u7d71\u5c08\u6ce8\u65bc\u6700\u5927\u9650\u5ea6\u5730\u6e1b\u5c11\u6216\u6d88\u9664\u5ba2\u6236\u7684\u7b49\u5f85\u6642\u9593\uff0c\u7121\u8ad6\u5ba2\u6236\u662f\u5c0b\u6c42\u66f4\u65b0\u7b56\u7565\u9084\u662f\u63d0\u51fa\u554f\u984c\u3002 \u90a3\u9ebc\u8a72\u516c\u53f8\u8457\u540d\u7684\u4ee3\u8a00\u4eba gecko\uff1f \u4ed6\u4e0d\u662f\u4f86\u81ea\u884c\u92b7\u6703\u8b70 \u2014 \u4ed6\u662f\u76f4\u63a5\u5ba2\u6236\u53cd\u994b\u7684\u7d50\u679c\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">\u7f8e\u570b\u9280\u884c<\/h3>\n\n<p>\u5728\u69cb\u5efa\u5168\u6e20\u9053\u670d\u52d9\u6642\uff0c\u9280\u884c\u548c\u4fdd\u96aa\u516c\u53f8\u9762\u81e8\u8457\u8a31\u591a\u76f8\u540c\u7684\u76e3\u7ba1\u548c\u96b1\u79c1\u969c\u7919\u3002\u7f8e\u570b\u9280\u884c\uff08Bank of America\uff09\u505a\u5c0d\u4e86\uff0c <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\">\u4e9e\u502b\u00b7\u963f\u5409\u65af\uff08Aaron Agius<\/a> \uff09\u8a8d\u70ba\u3002BoA \u7684\u684c\u9762\u548c\u79fb\u52d5\u61c9\u7528\u7a0b\u5f0f\u4e4b\u9593\u7684\u7121\u7e2b\u95dc\u4fc2\u4f7f\u5ba2\u6236\u80fd\u5920\u5728\u4efb\u4e00\u8a2d\u5099\u4e0a\u57f7\u884c\u5404\u7a2e\u65e5\u5e38\u9280\u884c\u4efb\u52d9\uff0c\u5f9e\u67e5\u770b\u8cec\u6236\u9918\u984d\u5230\u5b58\u5165\u8cc7\u91d1\u548c\u652f\u4ed8\u5e33\u55ae\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\u6578\u4f4d\u5ba2\u6236\u9ad4\u9a57\uff1a\u5feb\u901f\u5165\u9580\u6307\u5357<\/strong><\/h4>\n\n<p>\u8ca1\u7522\u548c\u610f\u5916\u96aa\u4fdd\u96aa\u516c\u53f8\u5982\u4f55\u5c07\u81ea\u5df1\u7f6e\u65bc\u5168\u7ba1\u9053\u98df\u7269\u93c8\u7684\u9802\u7aef\u4e26\u5f9e\u4e2d\u7372\u76ca\uff1f \u4ee5\u4e0b\u662f\u555f\u52d5\u8a72\u904e\u7a0b\u7684\u4e00\u4e9b\u6ce8\u610f\u4e8b\u9805\u3002<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>\u69cb\u5efa\u5be6\u73fe\u54c1\u724c\u627f\u8afe\u7684\u6578\u5b57\u9ad4\u9a57\u3002<\/strong> \u6839\u64da UX \u7b56\u7565\u5e2b <a href=\"https:\/\/www.nngroup.com\/articles\/brand-experience-ux\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kate Kaplan<\/a> \u7684\u8aaa\u6cd5\uff0c\u54c1\u724c\u5851\u9020\u53ef\u4ee5\u5b8c\u6210\u5169\u4ef6\u4e8b\uff1a\u5b83\u6709\u6548\u5730 <em>\u4ee3\u8868\u4e86<\/em> \u7522\u54c1\u6216\u670d\u52d9\uff0c\u4e26 <em>\u627f\u8afe<\/em> \u5ba2\u6236\u5c07\u7372\u5f97\u67d0\u7a2e\u9ad4\u9a57\u4ee5\u63db\u53d6\u8207\u4e4b\u4e92\u52d5\u3002 \u7121\u8ad6\u60a8\u7684\u54c1\u724c\u662f\u5efa\u7acb\u5728\u6548\u7387\u3001\u5468\u5230\u3001\u5584\u610f\u9084\u662f\u4efb\u4f55\u5176\u4ed6\u9ad4\u9a57\u7684\u627f\u8afe\u4e4b\u4e0a\uff0c\u6bcf\u6b21\u90fd\u5728\u6bcf\u500b\u6e20\u9053\u4e2d\u514c\u73fe\u9019\u4e00\u627f\u8afe\u3002<\/li>\n\n\n\n<li><strong>\u5c07\u60a8\u7684\u54c1\u724c\u653e\u5728\u4e00\u500b\u5c4b\u7c37\u4e0b\u3002<\/strong> \u71df\u92b7\u6280\u8853\u4f01\u696d\u5bb6 <a href=\"http:\/\/www.brandquarterly.com\/importance-consistency-within-omnichannel-marketing\" target=\"_blank\" rel=\"noreferrer noopener\">Mike Watson<\/a>\u6307\u51fa\uff0c\u7576\u5fbd\u6a19\u3001\u914d\u8272\u65b9\u6848\u3001\u4e3b\u984c\u6a19\u7c64\u548c\u5176\u4ed6\u54c1\u724c\u6a19\u8a8c\u4f4d\u65bc\u4e00\u500b\u4f4d\u7f6e\u6642\uff0c\u53ef\u4ee5\u66f4\u8f15\u9b06\u5730\u5728\u6574\u500b\u5ba2\u6236\u9ad4\u9a57\u4e2d\u5275\u9020\u4e00\u81f4\u7684\u54c1\u724c\u611f\u89ba\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\u9084\u53ef\u4ee5\u8aac\u660e\u54c1\u724c\u91cd\u7533\u8207\u5176\u4f7f\u547d\u3001\u9858\u666f\u548c\u50f9\u503c\u89c0\u76f8\u95dc\u7684\u91cd\u8981\u8cc7\u8a0a\u3002<\/li>\n\n\n\n<li><strong>\u5c07\u8a2d\u8a08\u5d4c\u5165\u5230\u60a8\u7684\u6d41\u7a0b\u4e2d\u3002<\/strong>  \u9867\u554f\uff0c\u63a1\u7528\u4ee5\u8a2d\u8a08\u70ba\u4e3b\u5c0e\u7684\u65b9\u6cd5\u4f86\u7372\u5f97\u5ba2\u6236\u6578\u5b57\u9ad4\u9a57\u7684\u516c\u53f8\u5c07\u7372\u5f97\u53ef\u89c0\u7684\u597d\u8655  <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> \u8aaa\u3002 \u4f8b\u5982\uff0c70% \u7684\u8a2d\u8a08\u4e3b\u5c0e\u578b\u5c08\u6848\u8655\u65bc\u6578\u4f4d\u5ba2\u6236\u4ea4\u4e92\u7684\u6700\u4f73\u5340\u57df\uff0c50% \u7684\u5c08\u6848\u8868\u793a\u5ba2\u6236\u8a55\u7d1a\u548c\u4fdd\u7559\u7387\u66f4\u9ad8\u3002 \u4e00\u9805\u7814\u7a76\u767c\u73fe\uff0c\u4ee5\u8a2d\u8a08\u70ba\u4e3b\u5c0e\u7684\u516c\u53f8\u5e73\u5747\u8868\u73fe\u5f80\u5f80\u6bd4\u6a19\u6e96\u666e\u723e\u6307\u6578\u9ad8\u51fa 219%\u3002<\/li>\n\n\n\n<li><strong>\u512a\u5148\u8003\u616e\u6e9d\u901a\u3002<\/strong> \u6839\u64da <a href=\"https:\/\/www.informatica.com\/resources.asset.e51fc5ee8b334d34421c3f5553d95ee3.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Informatica<\/a> \u7684\u4e00\u9805\u7814\u7a76\uff0c\u9ad8\u9054 90% \u7684\u672a\u5b8c\u6210\u7684\u6578\u4f4d\u8cfc\u8cb7\u88ab\u653e\u68c4\uff0c\u56e0\u70ba\u5ba2\u6236\u8a8d\u70ba\u4ed6\u5011\u6c92\u6709\u8db3\u5920\u7684\u8cc7\u8a0a\u4f86\u505a\u51fa\u6b63\u78ba\u7684\u9078\u64c7\u3002 \u96c6\u6210\u7684\u5373\u6642\u804a\u5929\u529f\u80fd\u3001\u5e38\u898b\u554f\u984c\u89e3\u7b54\u548c\u5176\u4ed6\u5de5\u5177\u53ef\u4ee5\u514b\u670d\u9019\u4e9b\u4fe1\u606f\u7336\u8c6b\u4e26\u63d0\u9ad8\u5ba2\u6236\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\u9ebc\u9762\u5411\u5ba2\u6236\u7684\u5168\u7ba1\u9053\u65b9\u6cd5\u5c31\u7121\u6cd5\u70ba\u4f01\u696d\u63d0\u4f9b\u5168\u90e8\u512a\u52e2\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> \u8aaa\u3002 \u76f8\u53cd\uff0c\u8acb\u78ba\u4fdd\u60a8\u901a\u904e\u591a\u500b\u6e20\u9053\u8ddf\u8e64\u5c0d\u8a71\uff0c\u4ee5\u8b58\u5225\u75db\u9ede\u4e26\u4fdd\u6301\u5ba2\u6236\u9ad4\u9a57\u7684\u5b8c\u6574\u6027\u3002<\/li>\n\n\n\n<li><strong>\u8207\u4e86\u89e3\u5ba2\u6236\u64c1\u6709\u6b0a\u7684\u5c08\u696d\u4eba\u58eb\u5408\u4f5c\u3002<\/strong>  \u4e00\u6d41\u7684\u6578\u5b57\u9ad4\u9a57\u63d0\u4f9b\u4e86\u975e\u51e1\u7684\u6a5f\u6703\uff0c\u8b93\u60a8\u7684\u5ba2\u6236\u6210\u70ba\u56de\u982d\u5ba2\u3002\u5982\u679c\u5ba2\u6236\u4fdd\u7559\u548c\u64c1\u6709\u6b0a\u662f\u4e3b\u8981\u554f\u984c\uff0c\u8acb\u9078\u64c7\u4e86\u89e3\u5f37\u5927\u4fdd\u7559\u65b9\u6cd5\u9700\u6c42\u7684\u8edf\u9ad4\u548c\u670d\u52d9\u63d0\u4f9b\u8005\u3002 <\/li>\n<\/ul>\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n<p><em>\u5716\u7247\u4f86\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\u6236\u9ad4\u9a57\u4e0d\u50c5\u50c5\u662f\u9ad8\u8cea\u91cf\u7684\u9ad4\u9a57\u3002 \u5b83\u4e5f\u662f\u4e00\u500b\u53ef\u91cf\u5316\u7684\u3002 \u6b63\u5982 Peter Kriss \u5728\u300a\u54c8\u4f5b\u5546\u696d\u8a55\u8ad6\u300b\u7684 [&hellip;]<\/p>\n","protected":false},"featured_media":5147,"template":"","insight-category":[],"class_list":["post-21351","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight\/21351","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/types\/insight"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/media\/5147"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/media?parent=21351"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight-category?post=21351"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}