基于顾客体验管理的公司员工队伍建设.doc
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基于顾客体验管理的公司员工队伍建设,摘要：b公司所面临的行业形势以及行业特点决定了应给予员工更多的关注，而员工队伍建设的现状，也使得对员工的关注势在必行。顾客体验管理理论正是一种真正以顾客为中心的理论，它有着丰富的内涵，本文就利用其对内部顾客，即员工“体验”的关注，分析了b公司员工队伍建设的现状，并对队伍建设做出了新的探讨，竭力营造一种“品牌化”的员工体...
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摘要：
B公司所面临的行业形势以及行业特点决定了应给予员工更多的关注，而员工队伍建设的现状，也使得对员工的关注势在必行。顾客体验管理理论正是一种真正以顾客为中心的理论，它有着丰富的内涵，本文就利用其对内部顾客，即员工“体验”的关注，分析了B公司员工队伍建设的现状，并对队伍建设做出了新的探讨，竭力营造一种“品牌化”的员工体验平台，从而“获得更幸福、更有生产力、更积极的员工”，并借其向外部顾客传递一种“品牌化”的顾客体验，最终获得真正意义上的顾客、员工、公司及其他一切利益相关者的共赢。
关键词：顾客体验管理；内部顾客体验；队伍建设
The staff team-building of Company B based on
Customer Experience Management
Abstract: Facing the situation and the characteristics of the industry， Company B should give more attention to the staff. And it is also necessary to do it because of the status of staff team-building. Customer Experience Management Theory is a real customer-centered theory, and it is rich in connotation. It concerns the "experience" of internal customers, the staff .So this paper analyses the situation of staff team-building of Company B first, then discusses the staff team-building of a new based on the theory. The new has spared no effort in creating a "brand" of staff experience platform to get "more happiness more productive, more active employee ", and then the employees transfer a" brand "customer experience to the external customers. By this way, at last we will obtain so real sense of wins with the customers, employees, the company and all other stakeholders.
Key words: Customer Experience Management; Internal customer experience; Team building
摘要 1
Abstract. 1
引言 2
1 顾客体验管理理论 2
1.1顾客体验管理理论的提出 2
1.2顾客体验管理理论的新用 4
2 B公司员工队伍现状 11
2.1 员工队伍结构 11
2.2 人岗匹配情况 12
2.3 员工流失情况 12
2.4 在职员工情况 13
3 B公司员工队伍建设的问题 13
3.1 过多注重队伍建设体系形式上的完整 13
3.2 缺乏完整、清晰的指导思想 13
3.3 缺乏对员工体验的深层次关注 13
4 顾客体验管理理论下的B公司员工队伍建设思考 14
4.1 洞察内部顾客体验世界 14
4.2 体验平台设计 18
4.3 创建品牌化的内部顾客体验 18
4.4 致力于不断创新 21
结论 21
参考文献 22
致谢 22
B公司所面临的行业形势以及行业特点决定了应给予员工更多的关注，而员工队伍建设的现状，也使得对员工的关注势在必行。顾客体验管理理论正是一种真正以顾客为中心的理论，它有着丰富的内涵，本文就利用其对内部顾客，即员工“体验”的关注，分析了B公司员工队伍建设的现状，并对队伍建设做出了新的探讨，竭力营造一种“品牌化”的员工体验平台，从而“获得更幸福、更有生产力、更积极的员工”，并借其向外部顾客传递一种“品牌化”的顾客体验，最终获得真正意义上的顾客、员工、公司及其他一切利益相关者的共赢。
关键词：顾客体验管理；内部顾客体验；队伍建设
The staff team-building of Company B based on
Customer Experience Management
Abstract: Facing the situation and the characteristics of the industry， Company B should give more attention to the staff. And it is also necessary to do it because of the status of staff team-building. Customer Experience Management Theory is a real customer-centered theory, and it is rich in connotation. It concerns the "experience" of internal customers, the staff .So this paper analyses the situation of staff team-building of Company B first, then discusses the staff team-building of a new based on the theory. The new has spared no effort in creating a "brand" of staff experience platform to get "more happiness more productive, more active employee ", and then the employees transfer a" brand "customer experience to the external customers. By this way, at last we will obtain so real sense of wins with the customers, employees, the company and all other stakeholders.
Key words: Customer Experience Management; Internal customer experience; Team building
摘要 1
Abstract. 1
引言 2
1 顾客体验管理理论 2
1.1顾客体验管理理论的提出 2
1.2顾客体验管理理论的新用 4
2 B公司员工队伍现状 11
2.1 员工队伍结构 11
2.2 人岗匹配情况 12
2.3 员工流失情况 12
2.4 在职员工情况 13
3 B公司员工队伍建设的问题 13
3.1 过多注重队伍建设体系形式上的完整 13
3.2 缺乏完整、清晰的指导思想 13
3.3 缺乏对员工体验的深层次关注 13
4 顾客体验管理理论下的B公司员工队伍建设思考 14
4.1 洞察内部顾客体验世界 14
4.2 体验平台设计 18
4.3 创建品牌化的内部顾客体验 18
4.4 致力于不断创新 21
结论 21
参考文献 22
致谢 22
