向第一線員工了解客戶

要成功發展企業，你必須知道客戶真正需要什麼。傳統的企業會採用一些市場調查研究的方式，從數據中分析了解客戶動向。但是這類的調研活動有它的局限。要得到客戶的真實狀況，不如直接問你的第一線人員。他們通常對於客戶如何與你的商品或服務有未經過濾篩選的觀察。

問一下餐廳服務員，哪一種食物是客戶最常沒有食用完畢而留下來的？問一下前台招待員，哪些客戶會高興的來，也愉快的離開？店員會告訴你客戶進店后最常走向那個商品貨架。

不要忽略這些日常最接近客戶提供服務的第一線人員。

Get to know customers from front-line employees

To successfully develop a business, you must know what customers really need. Traditional enterprises will use some market research methods to analyze and understand customer trends from the data. But such research activities have their limitations. To get the real situation of the customer, it's better to ask your front-line personnel directly. They usually have unfiltered observations about how customers interact with your goods or services.

Ask the waiter, which kind of food is the most common food left by customers who haven't finished eating? Ask the receptionist, which customers will be happy to come and leave? The clerk will tell you which shelf the customer most often walks to when he enters the store.

Don't neglect the front-line people who are closest to customers in daily life.