在营销过程中,无论是提供实物的企业或是提供服务的企业,都有许多与顾客接触的接触点。这种接触点,如同顾客价值链中环环相扣的一个个环节,企业的服务理念和服务水平都通过这个链条传递到消费者手中。所以,顾客接触点是企业人员与服务对象的互动点,也是通过为顾客创造价值进而 In the marketing process, whether it is to provide in kind or provide services to the business, there are many contact points with customers. This contact point, as the customer value chain in a chain of links, business services and service levels are passed through this chain to consumers. Therefore, the customer contact point is the interaction between business people and clients, but also by creating value for customers and thus