3.24 : 顾客关系的类型

Customer relationships, crucial for business success, are a spectrum from basic transactions to more collaborative interactions, as illustrated by the customer relationship pyramid.

At the foundation is the Utility level, where customers seek hassle-free buying and efficiency, such as buying gas.

The next level is convenience, where customers seek a simplified purchase process. Businesses ensure reliable and consistent services, like Tesco's extra checkout counters during rush hours.

At the Feeling at ease level, businesses focus on providing customers with a pleasant shopping experience and a comfortable environment, like Ikea stores.

At the Personal recognition level, customers expect recognition for their loyalty and personal choices. Businesses show their appreciation through special treatment, like the services for Amazon's Prime customers.

Next is the self-expression level, where businesses honor their customers for who they are and what they stand for. Customer relationships focus on personalizing the offering, like Land Rover.

Finally, Co-Creation represents the pinnacle of customer relationships, where customers engage as partners, contributing to the business's shared vision, like LEGO Ideas.