不要嘗試去控制客戶體驗

又看到有人在談要透過客戶體驗來建立意見領袖，發揮口碑宣傳的行銷作用。這令我擔憂。

無論你是否有認知到，所有你公司與客戶的互動關係，很大程度都與他們對你公司的產品與服務的體驗有關。或許你的公司已經認知到這一點，並且很小心的在維護每一個客戶體驗，並且希望在他們之中能夠建立起意見領袖，進而為你公司建立起口碑。

然而，殘酷的現實是，無論你多麼謹慎，客戶的反應永遠不會完全如你所願。

儘管客戶的反應是如此不可測，不要輕易放棄。接受這個現實的挑戰，還是要經常關注客戶的回應，請客戶隨時都給予回饋，聽取他們的意見，並且你要依據客戶的回饋進行必要的調整。

企圖去控制客戶的體驗，而希望建立起意見領袖，可能是不現實的期待。相對的，隨時關注在客戶的回饋而進行優化改善，才是正途。

Don't try to control customer experience

It is also seen that some people are talking about establishing opinion leaders through customer experience to play the marketing role of word-of-mouth propaganda. This worries me.

Whether you recognize it or not, all of your company's interactions with customers are largely related to their experience with your company's products and services. Perhaps your company already knows this and carefully maintains every customer experience, hoping to build opinion leaders among them and build a reputation for your company.

However, the cruel reality is that no matter how cautious you are, the customer's response will never be exactly what you want.

Although the customer's reaction is so unpredictable, don't give up easily. Accepting this realistic challenge, we should always pay attention to the customer's response, ask the customer to give feedback at any time, listen to their opinions, and you should make necessary adjustments according to the customer's feedback.

It may be unrealistic to attempt to control the customer's experience and hope to establish opinion leaders. Relatively, optimizing and improving customer feedback at any time is the right way.