在戴尔公司总部,每间办公室的墙上都有一句口号:顾客体验,抓住它。不仅如此,戴尔公司甚至还认为“顾客体验是竞争的下一个战场”。所谓顾客体验,就是顾客和企业产品、人员及服务流程互 At Dell’s corporate headquarters, there is a slogan on the wall of every office: customer experience, to seize it. Not only that, Dell even believes that “customer experience is the next battleground for competition.” The so-called customer experience, that is, customers and business products, staff and service processes each other