{"id":432,"date":"2026-03-25T05:06:46","date_gmt":"2026-03-25T05:06:46","guid":{"rendered":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/"},"modified":"2026-03-25T05:06:46","modified_gmt":"2026-03-25T05:06:46","slug":"customer-journey-mapping-101-cx-concepts","status":"publish","type":"post","link":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/","title":{"rendered":"\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u5165\u95e8\uff1a\u6bcf\u4f4dCX\u7ecf\u7406\u90fd\u5fc5\u987b\u4e86\u89e3\u7684\u6838\u5fc3\u6982\u5ff5"},"content":{"rendered":"<p>\u5728\u73b0\u4ee3\u5546\u4e1a\u73af\u5883\u4e2d\uff0c\u5ba2\u6237\u4f53\u9a8c\u5df2\u4e0d\u518d\u53ea\u662f\u4e00\u4e2a\u90e8\u95e8\uff1b\u5b83\u5df2\u6210\u4e3a\u6574\u4e2a\u7ec4\u7ec7\u7684\u6838\u5fc3\u3002\u5bf9\u4e8e\u5ba2\u6237\u4f53\u9a8c\u7ecf\u7406\u800c\u8a00\uff0c\u7406\u89e3\u5ba2\u6237\u4ece\u53d1\u73b0\u5230\u62e5\u62a4\u7684\u6574\u4e2a\u8def\u5f84\u81f3\u5173\u91cd\u8981\u3002\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u63d0\u4f9b\u4e86\u53ef\u89c6\u5316\u6846\u67b6\uff0c\u5e2e\u52a9\u5e94\u5bf9\u8fd9\u79cd\u590d\u6742\u6027\u3002\u672c\u6307\u5357\u63a2\u8ba8\u4e86\u6784\u5efa\u6709\u6548\u5730\u56fe\u6240\u9700\u7684\u6838\u5fc3\u6982\u5ff5\u3001\u65b9\u6cd5\u8bba\u548c\u6218\u7565\u5e94\u7528\uff0c\u4ee5\u63a8\u52a8\u771f\u6b63\u7684\u5546\u4e1a\u4ef7\u503c\u3002<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img alt=\"Customer Journey Mapping 101 infographic: visual guide showing the 5-stage customer journey (Awareness, Consideration, Purchase, Retention, Advocacy) with icons, core components (Personas, Touchpoints, Emotions, Channels, Pain Points, Stages), three key questions (Who, What, How), and key CX benefits, designed in clean flat style with black outlines, pastel colors, and rounded shapes for educational social media content\" decoding=\"async\" src=\"https:\/\/www.go-minder.com\/wp-content\/uploads\/2026\/03\/customer-journey-mapping-101-infographic.jpg\"\/><\/figure>\n<\/div>\n<h2>\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u5230\u5e95\u662f\u4ec0\u4e48\uff1f \ud83e\udded<\/h2>\n<p>\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u662f\u6307\u521b\u5efa\u4e00\u4e2a\u4eba\u4e0e\u60a8\u7684\u54c1\u724c\u6bcf\u4e00\u6b21\u4e92\u52a8\u7684\u53ef\u89c6\u5316\u5448\u73b0\u3002\u5b83\u4e0d\u4ec5\u6db5\u76d6\u7b80\u5355\u7684\u63a5\u89e6\u70b9\uff0c\u8fd8\u5305\u62ec\u6bcf\u4e2a\u6b65\u9aa4\u4e2d\u7684\u60c5\u7eea\u72b6\u6001\u3001\u52a8\u673a\u548c\u75db\u70b9\u3002\u4e0e\u7ebf\u6027\u7684\u9500\u552e\u6f0f\u6597\u4e0d\u540c\uff0c\u65c5\u7a0b\u5730\u56fe\u627f\u8ba4\u5ba2\u6237\u5e76\u4e0d\u603b\u662f\u6309\u76f4\u7ebf\u524d\u8fdb\uff0c\u4ed6\u4eec\u53ef\u80fd\u4f1a\u56de\u6eaf\u3001\u8df3\u8fc7\u9636\u6bb5\uff0c\u751a\u81f3\u5b8c\u5168\u653e\u5f03\u6d41\u7a0b\u3002<\/p>\n<p>\u4e00\u4efd\u5b8c\u5584\u7684\u5730\u56fe\u80fd\u591f\u56de\u7b54\u4e09\u4e2a\u6839\u672c\u6027\u95ee\u9898\uff1a<\/p>\n<ul>\n<li>\n<p><strong>\u8c01<\/strong>\u6b63\u5728\u7ecf\u5386\u8fd9\u4e00\u65c5\u7a0b\u7684\u662f\u8c01\uff1f\uff08\u4eba\u7269\u753b\u50cf\uff09<\/p>\n<\/li>\n<li>\n<p><strong>\u4ec0\u4e48<\/strong>\u4ed6\u4eec\u8bd5\u56fe\u5b9e\u73b0\u4ec0\u4e48\u76ee\u6807\uff1f\uff08\u76ee\u6807\uff09<\/p>\n<\/li>\n<li>\n<p><strong>\u5982\u4f55<\/strong>\u4ed6\u4eec\u5728\u8fc7\u7a0b\u4e2d\u6709\u4f55\u611f\u53d7\uff1f\uff08\u60c5\u7eea\uff09<\/p>\n<\/li>\n<\/ul>\n<p>\u5b83\u5c06\u62bd\u8c61\u7684\u6570\u636e\u8f6c\u5316\u4e3a\u4e00\u4e2a\u771f\u5b9e\u7684\u4eba\u7c7b\u6545\u4e8b\u3002\u5f53\u5229\u76ca\u76f8\u5173\u8005\u76f4\u89c2\u5730\u770b\u5230\u75db\u70b9\u65f6\uff0c\u540c\u7406\u5fc3\u4fbf\u8f6c\u5316\u4e3a\u53ef\u6267\u884c\u7684\u884c\u52a8\u3002\u8fd9\u79cd\u5171\u540c\u7684\u7406\u89e3\u4f7f\u4ea7\u54c1\u3001\u8425\u9500\u3001\u9500\u552e\u548c\u652f\u6301\u56e2\u961f\u56f4\u7ed5\u5ba2\u6237\u4f53\u9a8c\u7684\u5355\u4e00\u53d9\u4e8b\u8fbe\u6210\u4e00\u81f4\u3002<\/p>\n<h2>\u4e3a\u4ec0\u4e48CX\u7ecf\u7406\u5fc5\u987b\u4f18\u5148\u91cd\u89c6\u8fd9\u4e00\u5b9e\u8df5 \ud83d\udcca<\/h2>\n<p>\u6ca1\u6709\u5730\u56fe\uff0c\u7ec4\u7ec7\u5f80\u5f80\u53ea\u4f18\u5316\u5404\u81ea\u4e3a\u653f\u7684\u90e8\u95e8\u3002\u8425\u9500\u53ef\u80fd\u5e26\u6765\u6d41\u91cf\uff0c\u4f46\u9500\u552e\u65e0\u6cd5\u8f6c\u5316\uff1b\u652f\u6301\u56e2\u961f\u53ef\u80fd\u89e3\u51b3\u672c\u53ef\u7531\u4ea7\u54c1\u907f\u514d\u7684\u5de5\u5355\u3002\u65c5\u7a0b\u5730\u56fe\u63ed\u793a\u4e86\u8fd9\u4e9b\u5dee\u8ddd\u3002<\/p>\n<h3>\u5bf9\u7ec4\u7ec7\u7684\u5173\u952e\u76ca\u5904<\/h3>\n<ul>\n<li>\n<p><strong>\u8bc6\u522b\u6469\u64e6\u70b9\uff1a<\/strong>\u7cbe\u51c6\u5b9a\u4f4d\u5ba2\u6237\u6d41\u5931\u6216\u611f\u5230\u6cae\u4e27\u7684\u5177\u4f53\u73af\u8282\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u56e2\u961f\u534f\u540c\uff1a<\/strong>\u4e3a\u6240\u6709\u90e8\u95e8\u521b\u5efa\u5355\u4e00\u7684\u4e8b\u5b9e\u6765\u6e90\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u5efa\u7acb\u540c\u7406\u5fc3\uff1a<\/strong>\u8ba9\u5185\u90e8\u56e2\u961f\u611f\u53d7\u5230\u6570\u636e\u548c\u6307\u6807\u80cc\u540e\u7684\u4eba\u6027\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u8d44\u6e90\u5206\u914d\uff1a<\/strong>\u6295\u8d44\u4e8e\u80fd\u5bf9\u6ee1\u610f\u5ea6\u4ea7\u751f\u6700\u5927\u5f71\u54cd\u7684\u6539\u8fdb\u63aa\u65bd\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u4e00\u81f4\u6027\uff1a<\/strong>\u786e\u4fdd\u54c1\u724c\u627f\u8bfa\u5728\u6240\u6709\u6e20\u9053\u4e2d\u90fd\u5f97\u4ee5\u5151\u73b0\u3002<\/p>\n<\/li>\n<\/ul>\n<h2>\u65c5\u7a0b\u5730\u56fe\u7684\u6838\u5fc3\u7ec4\u6210\u90e8\u5206 \ud83c\udfd7\ufe0f<\/h2>\n<p>\u6bcf\u5f20\u5730\u56fe\u90fd\u5fc5\u987b\u5305\u542b\u7279\u5b9a\u8981\u7d20\u624d\u80fd\u5177\u5907\u53ef\u64cd\u4f5c\u6027\u3002\u9057\u6f0f\u4efb\u4f55\u4e00\u9879\u90fd\u53ef\u80fd\u5bfc\u81f4\u753b\u9762\u4e0d\u5b8c\u6574\u3002\u4ee5\u4e0b\u662f\u6784\u6210\u5730\u56fe\u7684\u6838\u5fc3\u8981\u7d20\u5206\u89e3\u3002<\/p>\n<table style=\"min-width: 75px;\">\n<colgroup>\n<col style=\"min-width: 25px;\"\/>\n<col style=\"min-width: 25px;\"\/>\n<col style=\"min-width: 25px;\"\/><\/colgroup>\n<tbody>\n<tr>\n<th colspan=\"1\" rowspan=\"1\">\n<p>\u7ec4\u4ef6<\/p>\n<\/th>\n<th colspan=\"1\" rowspan=\"1\">\n<p>\u63cf\u8ff0<\/p>\n<\/th>\n<th colspan=\"1\" rowspan=\"1\">\n<p>\u4e3a\u4f55\u91cd\u8981<\/p>\n<\/th>\n<\/tr>\n<tr>\n<td colspan=\"1\" rowspan=\"1\">\n<p><strong>\u4eba\u7269\u753b\u50cf<\/strong><\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u57fa\u4e8e\u7814\u7a76\u786e\u5b9a\u7684\u5177\u4f53\u7528\u6237\u539f\u578b\u3002<\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u786e\u4fdd\u5730\u56fe\u53cd\u6620\u771f\u5b9e\u7684\u7528\u6237\u9700\u6c42\uff0c\u800c\u975e\u5047\u8bbe\u3002<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td colspan=\"1\" rowspan=\"1\">\n<p><strong>\u9636\u6bb5<\/strong><\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u5173\u7cfb\u7684\u9ad8\u5c42\u6b21\u9636\u6bb5\uff08\u4f8b\u5982\uff1a\u8ba4\u77e5\u3001\u8d2d\u4e70\uff09\u3002<\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u4e3a\u4f53\u9a8c\u63d0\u4f9b\u7ed3\u6784\u548c\u65f6\u95f4\u987a\u5e8f\u3002<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td colspan=\"1\" rowspan=\"1\">\n<p><strong>\u63a5\u89e6\u70b9<\/strong><\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u5177\u4f53\u7684\u4e92\u52a8\u65f6\u523b\uff08\u7f51\u7ad9\u3001\u7535\u8bdd\u3001\u90ae\u4ef6\uff09\u3002<\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u786e\u5b9a\u5ba2\u6237\u4e0e\u54c1\u724c\u5b9e\u9645\u4e92\u52a8\u7684\u4f4d\u7f6e\u3002<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td colspan=\"1\" rowspan=\"1\">\n<p><strong>\u60c5\u7eea<\/strong><\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u60c5\u611f\u66f2\u7ebf\uff08\u9ad8\u5174\u3001\u6cae\u4e27\u3001\u56f0\u60d1\uff09\u3002<\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u7a81\u51fa\u9a71\u52a8\u5fe0\u8bda\u5ea6\u7684\u60c5\u611f\u9ad8\u5cf0\u548c\u4f4e\u8c37\u3002<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td colspan=\"1\" rowspan=\"1\">\n<p><strong>\u6e20\u9053<\/strong><\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u63a5\u89e6\u70b9\u6240\u4f7f\u7528\u7684\u5a92\u4ecb\uff08\u79fb\u52a8\u3001\u684c\u9762\u3001\u9762\u5bf9\u9762\uff09\u3002<\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u660e\u786e\u4e92\u52a8\u53d1\u751f\u7684\u73af\u5883\u3002<\/p>\n<\/td>\n<\/tr>\n<tr>\n<td colspan=\"1\" rowspan=\"1\">\n<p><strong>\u75db\u70b9<\/strong><\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u9047\u5230\u7684\u969c\u788d\u6216\u8d1f\u9762\u4f53\u9a8c\u3002<\/p>\n<\/td>\n<td colspan=\"1\" rowspan=\"1\">\n<p>\u5f15\u5bfc\u5173\u6ce8\u9700\u8981\u7acb\u5373\u6539\u8fdb\u7684\u9886\u57df\u3002<\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2>\u7406\u89e3\u5ba2\u6237\u65c5\u7a0b\u7684\u5404\u4e2a\u9636\u6bb5 \u23f3<\/h2>\n<p>\u5c3d\u7ba1\u884c\u4e1a\u5404\u4e0d\u76f8\u540c\uff0c\u5927\u591a\u6570\u5ba2\u6237\u65c5\u7a0b\u90fd\u9075\u5faa\u4e00\u4e2a\u901a\u7528\u7684\u751f\u547d\u5468\u671f\u3002\u7406\u89e3\u8fd9\u4e9b\u9636\u6bb5\u6709\u52a9\u4e8e\u63cf\u7ed8\u5177\u4f53\u7684\u884c\u4e3a\u6a21\u5f0f\u3002<\/p>\n<h3>1. \u8ba4\u77e5 \ud83d\ude80<\/h3>\n<p>\u5ba2\u6237\u610f\u8bc6\u5230\u81ea\u5df1\u5b58\u5728\u95ee\u9898\u6216\u9700\u6c42\u3002\u5728\u6b64\u9636\u6bb5\uff0c\u4ed6\u4eec\u6b63\u5728\u7814\u7a76\u89e3\u51b3\u65b9\u6848\u3002\u4ed6\u4eec\u53ef\u80fd\u4f1a\u770b\u5230\u5e7f\u544a\u3001\u9605\u8bfb\u535a\u5ba2\u6587\u7ae0\uff0c\u6216\u542c\u5230\u63a8\u8350\u3002\u6b64\u9636\u6bb5\u7684\u76ee\u6807\u662f\u63d0\u9ad8\u53ef\u89c1\u6027\u548c\u76f8\u5173\u6027\u3002\u5982\u679c\u4fe1\u606f\u672a\u80fd\u4e0e\u4ed6\u4eec\u7684\u5177\u4f53\u75db\u70b9\u4ea7\u751f\u5171\u9e23\uff0c\u4ed6\u4eec\u5c06\u8f6c\u5411\u7ade\u4e89\u5bf9\u624b\u3002<\/p>\n<h3>2. \u8003\u8651 \ud83e\udd14<\/h3>\n<p>\u6f5c\u5728\u5ba2\u6237\u5df2\u8bc6\u522b\u51fa\u9700\u6c42\uff0c\u5e76\u6b63\u5728\u8bc4\u4f30\u9009\u9879\u3002\u4ed6\u4eec\u6bd4\u8f83\u529f\u80fd\u3001\u4ef7\u683c\u548c\u8bc4\u4ef7\u3002\u8fd9\u662f\u5efa\u7acb\u4fe1\u4efb\u7684\u5173\u952e\u7a97\u53e3\u3002\u5185\u5bb9\u8425\u9500\u3001\u6848\u4f8b\u7814\u7a76\u548c\u6f14\u793a\u81f3\u5173\u91cd\u8981\u3002\u6df7\u4e71\u7684\u5b9a\u4ef7\u7ed3\u6784\u6216\u7f3a\u4e4f\u900f\u660e\u5ea6\u53ef\u80fd\u5bfc\u81f4\u5ba2\u6237\u6d41\u5931\u3002<\/p>\n<h3>3. \u8d2d\u4e70 \ud83d\uded2<\/h3>\n<p>\u51b3\u7b56\u5df2\u505a\u51fa\u3002\u6b64\u5904\u7684\u6469\u64e6\u901a\u5e38\u6765\u81ea\u64cd\u4f5c\u5c42\u9762\u3002\u7ed3\u8d26\u6d41\u7a0b\u662f\u5426\u987a\u7545\uff1f\u652f\u4ed8\u65b9\u5f0f\u662f\u5426\u88ab\u63a5\u53d7\uff1f\u6761\u6b3e\u662f\u5426\u5408\u7406\uff1f\u5728\u6b64\u5173\u952e\u65f6\u523b\uff0c\u590d\u6742\u7684\u8868\u5355\u6216\u9690\u85cf\u8d39\u7528\u53ef\u80fd\u8ba9\u5373\u5c06\u6210\u4ea4\u7684\u4ea4\u6613\u529f\u4e8f\u4e00\u7bd1\u3002<\/p>\n<h3>4. \u7559\u5b58 \ud83d\udc8e<\/h3>\n<p>\u4ea4\u6613\u5df2\u5b8c\u6210\uff0c\u4f46\u5173\u7cfb\u624d\u521a\u521a\u5f00\u59cb\u3002\u4ea7\u54c1\u662f\u5426\u6309\u627f\u8bfa\u5de5\u4f5c\uff1f\u5f15\u5bfc\u6d41\u7a0b\u662f\u5426\u6e05\u6670\uff1f\u652f\u6301\u5728\u6b64\u9636\u6bb5\u81f3\u5173\u91cd\u8981\u3002\u65e9\u671f\u611f\u53d7\u5230\u652f\u6301\u7684\u5ba2\u6237\uff0c\u66f4\u6709\u53ef\u80fd\u7eed\u8ba2\u6216\u518d\u6b21\u8d2d\u4e70\u3002<\/p>\n<h3>5. \u63a8\u5e7f \ud83d\udce2<\/h3>\n<p>\u6ee1\u610f\u7684\u5ba2\u6237\u4f1a\u6210\u4e3a\u63a8\u5e7f\u8005\u3002\u4ed6\u4eec\u7559\u4e0b\u8bc4\u4ef7\uff0c\u63a8\u8350\u670b\u53cb\uff0c\u5e76\u5728\u793e\u4ea4\u5a92\u4f53\u4e0a\u634d\u536b\u54c1\u724c\u3002\u6b64\u9636\u6bb5\u5b8c\u5168\u4f9d\u8d56\u4e8e\u524d\u51e0\u4e2a\u9636\u6bb5\u7684\u8d28\u91cf\u3002\u5982\u679c\u4f53\u9a8c\u4e0d\u4f73\uff0c\u63a8\u5e7f\u5c31\u4e0d\u53ef\u80fd\u5b9e\u73b0\uff1b\u5982\u679c\u4f53\u9a8c\u51fa\u8272\uff0c\u4ed6\u4eec\u5c06\u6210\u4e3a\u4f60\u4f4e\u6210\u672c\u7684\u83b7\u5ba2\u6e20\u9053\u3002<\/p>\n<h2>\u5982\u4f55\u521b\u5efa\u65c5\u7a0b\u5730\u56fe\uff1a\u5206\u6b65\u6307\u5357 \ud83d\udee0\ufe0f<\/h2>\n<p>\u521b\u5efa\u5730\u56fe\u4e0d\u662f\u4e00\u6b21\u6027\u7684\u4e8b\u4ef6\u3002\u5b83\u662f\u4e00\u4e2a\u9700\u8981\u7814\u7a76\u3001\u534f\u4f5c\u548c\u8fed\u4ee3\u7684\u8fc7\u7a0b\u3002\u9075\u5faa\u4ee5\u4e0b\u6b65\u9aa4\u4ee5\u786e\u4fdd\u51c6\u786e\u6027\u3002<\/p>\n<h3>\u6b65\u9aa4 1\uff1a\u5b9a\u4e49\u76ee\u6807\u548c\u8303\u56f4 \ud83c\udfaf<\/h3>\n<p>\u9996\u5148\u95ee\u81ea\u5df1\u60f3\u8981\u5b9e\u73b0\u4ec0\u4e48\u76ee\u6807\u3002\u4f60\u662f\u5728\u8bd5\u56fe\u964d\u4f4e\u6d41\u5931\u7387\uff1f\u6539\u5584\u5165\u95e8\u4f53\u9a8c\uff1f\u8fd8\u662f\u63a8\u51fa\u65b0\u4ea7\u54c1\uff1f\u8bd5\u56fe\u6db5\u76d6\u6bcf\u4e2a\u89d2\u8272\u6240\u6709\u53ef\u80fd\u4e92\u52a8\u7684\u5730\u56fe\u8303\u56f4\u592a\u5e7f\u3002\u5e94\u805a\u7126\u4e8e\u7279\u5b9a\u573a\u666f\uff0c\u4f8b\u5982\u201c\u9996\u6b21\u7528\u6237\u5165\u95e8\u201d\u6216\u201c\u89e3\u51b3\u8d26\u5355\u95ee\u9898\u201d\u3002<\/p>\n<h3>\u6b65\u9aa4 2\uff1a\u6536\u96c6\u5b9a\u6027\u548c\u5b9a\u91cf\u6570\u636e \ud83d\udd0d<\/h3>\n<p>\u4e0d\u8981\u4f9d\u8d56\u5185\u90e8\u5047\u8bbe\u3002\u5e94\u4f7f\u7528\u6570\u636e\u6765\u6784\u5efa\u5730\u56fe\u3002<\/p>\n<ul>\n<li>\n<p><strong>\u5b9a\u91cf\uff1a<\/strong>\u5206\u6790\u6570\u636e\u3001\u8f6c\u5316\u7387\u3001\u652f\u6301\u5de5\u5355\u6570\u91cf\u4ee5\u53ca\u8c03\u67e5\u8bc4\u5206\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u5b9a\u6027\uff1a<\/strong>\u5ba2\u6237\u8bbf\u8c08\u3001\u53ef\u7528\u6027\u6d4b\u8bd5\u4f1a\u8bdd\u4ee5\u53ca\u652f\u6301\u7535\u8bdd\u5f55\u97f3\u3002<\/p>\n<\/li>\n<\/ul>\n<p>\u7ed3\u5408\u8fd9\u4e9b\u6570\u636e\u70b9\uff0c\u4ee5\u7406\u89e3\u201c<em>\u4ec0\u4e48<\/em>\u201d\uff08\u6570\u5b57\uff09\u548c\u201c<em>\u4e3a\u4ec0\u4e48<\/em>\u201d\uff08\u611f\u53d7\uff09\u3002<\/p>\n<h3>\u6b65\u9aa4 3\uff1a\u521b\u5efa\u4eba\u7269\u753b\u50cf \ud83d\udc64<\/h3>\n<p>\u8c01\u5728\u8d70\u8fd9\u6761\u8def\u5f84\uff1f\u5b9a\u4e49\u4ed6\u4eec\u7684\u5e74\u9f84\u3001\u6027\u522b\u3001\u76ee\u6807\u3001\u6050\u60e7\u4ee5\u53ca\u6280\u672f\u719f\u7ec3\u5ea6\u3002\u9762\u5411\u6280\u672f\u5a34\u719f\u7684\u65e9\u671f\u91c7\u7528\u8005\u7684\u5730\u56fe\u4e0e\u9762\u5411\u4f20\u7edf\u4f01\u4e1a\u4e70\u5bb6\u7684\u5730\u56fe\u622a\u7136\u4e0d\u540c\u3002\u786e\u4fdd\u4eba\u7269\u753b\u50cf\u57fa\u4e8e\u771f\u5b9e\u7814\u7a76\uff0c\u800c\u975e\u865a\u6784\u7684\u523b\u677f\u5370\u8c61\u3002<\/p>\n<h3>\u6b65\u9aa4 4\uff1a\u7ed8\u5236\u5f53\u524d\u72b6\u6001\uff08\u73b0\u72b6\uff09 \ud83d\uddfa\ufe0f<\/h3>\n<p>\u51c6\u786e\u8bb0\u5f55\u5f53\u524d\u65c5\u7a0b\u7684\u5b9e\u9645\u60c5\u51b5\u3002\u5305\u62ec\u6240\u6709\u63a5\u89e6\u70b9\u3001\u6e20\u9053\u548c\u6d89\u53ca\u7684\u7cfb\u7edf\u3002\u8bda\u5b9e\u5730\u9762\u5bf9\u5931\u8d25\u3002\u5982\u679c\u5ba2\u6237\u5fc5\u987b\u81f4\u7535\u652f\u6301\u624d\u80fd\u4fee\u590d\u7f51\u7ad9\u9519\u8bef\uff0c\u5c31\u5e94\u8bb0\u5f55\u8fd9\u79cd\u632b\u8d25\u611f\u3002\u8fd9\u662f\u6539\u8fdb\u7684\u57fa\u7840\u3002<\/p>\n<h3>\u6b65\u9aa4 5\uff1a\u8bc6\u522b\u5dee\u8ddd\u4e0e\u673a\u4f1a \ud83d\udca1<\/h3>\n<p>\u5206\u6790\u5f53\u524d\u72b6\u6001\u5730\u56fe\u3002\u54ea\u91cc\u5b58\u5728\u5ef6\u8fdf\uff1f\u54ea\u91cc\u4ee4\u4eba\u56f0\u60d1\uff1f\u54ea\u91cc\u5e26\u6765\u6109\u60a6\uff1f\u5bfb\u627e\u5ba2\u6237\u671f\u671b\u4e0e\u4f01\u4e1a\u5b9e\u9645\u63d0\u4f9b\u4e4b\u95f4\u7684\u8131\u8282\u3002\u8fd9\u5c31\u662f\u6218\u7565\u6240\u5728\u4e4b\u5904\u3002<\/p>\n<h3>\u6b65\u9aa4 6\uff1a\u8bbe\u8ba1\u672a\u6765\u72b6\u6001\uff08\u7406\u60f3\u72b6\u6001\uff09 \ud83d\ude80<\/h3>\n<p>\u8bbe\u60f3\u6539\u8fdb\u540e\u7684\u65c5\u7a0b\u5e94\u5448\u73b0\u4f55\u79cd\u9762\u8c8c\u3002\u5982\u4f55\u6d88\u9664\u969c\u788d\uff1f\u5982\u4f55\u589e\u52a0\u4ef7\u503c\uff1f\u8fd9\u662f\u6218\u7565\u76ee\u6807\u3002\u5728\u8fdb\u5165\u6267\u884c\u9636\u6bb5\u524d\uff0c\u786e\u4fdd\u5229\u76ca\u76f8\u5173\u8005\u5bf9\u6b64\u613f\u666f\u8fbe\u6210\u4e00\u81f4\u3002<\/p>\n<h3>\u6b65\u9aa4 7\uff1a\u5b9e\u65bd\u5e76\u8fed\u4ee3 \ud83d\udd04<\/h3>\n<p>\u5730\u56fe\u662f\u4e00\u4e2a\u52a8\u6001\u6587\u6863\u3002\u4e00\u65e6\u505a\u51fa\u6539\u53d8\uff0c\u5c31\u5e94\u8861\u91cf\u7ed3\u679c\u3002\u8f6c\u5316\u7387\u662f\u5426\u4e0a\u5347\u4e86\uff1f\u652f\u6301\u5de5\u5355\u662f\u5426\u51cf\u5c11\u4e86\uff1f\u6839\u636e\u65b0\u6570\u636e\u66f4\u65b0\u5730\u56fe\u3002\u5ba2\u6237\u73af\u5883\u5728\u4e0d\u65ad\u53d8\u5316\uff0c\u56e0\u6b64\u4f60\u7684\u5730\u56fe\u4e5f\u5fc5\u987b\u968f\u4e4b\u53d8\u5316\u3002<\/p>\n<h2>\u5e38\u89c1\u7684\u9677\u9631\uff0c\u52a1\u5fc5\u907f\u514d \ud83d\udeab<\/h2>\n<p>\u5373\u4f7f\u662f\u7ecf\u9a8c\u4e30\u5bcc\u7684\u7ba1\u7406\u8005\u5728\u7ed8\u5236\u5730\u56fe\u65f6\u4e5f\u4f1a\u72af\u9519\u3002\u610f\u8bc6\u5230\u8fd9\u4e9b\u9677\u9631\u53ef\u4ee5\u8282\u7701\u65f6\u95f4\u548c\u8d44\u6e90\u3002<\/p>\n<h3>1. \u201c\u4ee5\u6211\u4e3a\u4e2d\u5fc3\u201d\u7684\u89c6\u89d2<\/h3>\n<p>\u8bb8\u591a\u5730\u56fe\u5173\u6ce8\u7684\u662f\u516c\u53f8\u60f3\u505a\u4ec0\u4e48\uff0c\u800c\u4e0d\u662f\u5ba2\u6237\u60f3\u8981\u4ec0\u4e48\u3002\u5982\u679c\u4f60\u7684\u5730\u56fe\u770b\u8d77\u6765\u50cf\u5185\u90e8\u90e8\u95e8\u7684\u6d41\u7a0b\u56fe\uff0c\u90a3\u5c31\u4e0d\u662f\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u3002\u5b83\u5fc5\u987b\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u3002<\/p>\n<h3>2. \u5ffd\u89c6\u60c5\u611f\u66f2\u7ebf<\/h3>\n<p>\u51b3\u7b56\u5e76\u975e\u7531\u903b\u8f91\u9a71\u52a8\uff0c\u800c\u662f\u7531\u60c5\u611f\u9a71\u52a8\u3002\u5982\u679c\u4f60\u53ea\u7ed8\u5236\u6d41\u7a0b\u6b65\u9aa4\u800c\u6ca1\u6709\u63cf\u7ed8\u60c5\u611f\u4f53\u9a8c\uff0c\u5c31\u4f1a\u9519\u8fc7\u6ee1\u610f\u5ea6\u7684\u6838\u5fc3\u9a71\u52a8\u529b\u3002\u4e00\u4e2a\u770b\u4f3c\u987a\u7545\u4f46\u611f\u89c9\u51b7\u6f20\u6216\u7f3a\u4e4f\u4eba\u60c5\u5473\u7684\u8fc7\u7a0b\uff0c\u4ecd\u7136\u53ef\u80fd\u5bfc\u81f4\u5ba2\u6237\u6d41\u5931\u3002<\/p>\n<h3>3. \u4e00\u5f20\u5730\u56fe\u7edf\u9886\u5168\u5c40<\/h3>\n<p>\u4e00\u5f20\u5730\u56fe\u5f88\u5c11\u80fd\u9002\u7528\u4e8e\u6240\u6709\u4eba\u3002\u4e0d\u540c\u7684\u7528\u6237\u89d2\u8272\u62e5\u6709\u4e0d\u540c\u7684\u65c5\u7a0b\u3002\u9762\u5411\u9ad8\u9891\u7387B2B\u4e70\u5bb6\u7684\u5730\u56fe\u4e0e\u4f4e\u9891\u7387B2C\u6d88\u8d39\u8005\u5730\u56fe\u622a\u7136\u4e0d\u540c\u3002\u5e94\u4e3a\u5173\u952e\u7528\u6237\u7fa4\u4f53\u521b\u5efa\u591a\u5f20\u5730\u56fe\u3002<\/p>\n<h3>4. \u8de8\u804c\u80fd\u56e2\u961f\u652f\u6301\u4e0d\u8db3<\/h3>\n<p>\u5982\u679c\u53ea\u6709\u5ba2\u6237\u4f53\u9a8c\u56e2\u961f\u8d1f\u8d23\u5730\u56fe\uff0c\u5b83\u5c06\u6ce8\u5b9a\u5931\u8d25\u3002\u5e02\u573a\u3001\u9500\u552e\u3001\u4ea7\u54c1\u548c\u5ba2\u670d\u56e2\u961f\u90fd\u5fc5\u987b\u9a8c\u8bc1\u6570\u636e\u3002\u5982\u679c\u5ba2\u670d\u56e2\u961f\u5bf9\u4ea7\u54c1\u56e2\u961f\u63cf\u8ff0\u7684\u65c5\u7a0b\u5b58\u5728\u5f02\u8bae\uff0c\u90a3\u4e48\u8fd9\u5f20\u5730\u56fe\u5c31\u662f\u4e0d\u51c6\u786e\u7684\u3002<\/p>\n<h3>5. \u8bbe\u5b9a\u540e\u5c31\u7f6e\u4e4b\u4e0d\u7406<\/h3>\n<p>\u5730\u56fe\u4f1a\u5f88\u5feb\u8fc7\u65f6\u3002\u4e24\u5e74\u524d\u521b\u5efa\u7684\u5730\u56fe\u5f88\u53ef\u80fd\u65e0\u6cd5\u53cd\u6620\u5f53\u524d\u7684\u6570\u5b57\u73af\u5883\u3002\u5e94\u5b9a\u671f\u5b89\u6392\u5ba1\u67e5\uff0c\u4ee5\u786e\u4fdd\u5730\u56fe\u4fdd\u6301\u76f8\u5173\u6027\u3002<\/p>\n<h2>\u8861\u91cf\u6210\u529f\uff1a\u65c5\u7a0b\u5730\u56fe\u7684\u5173\u952e\u7ee9\u6548\u6307\u6807 \ud83d\udcc8<\/h2>\n<p>\u4f60\u5982\u4f55\u5224\u65ad\u81ea\u5df1\u7684\u65c5\u7a0b\u5730\u56fe\u5de5\u4f5c\u662f\u5426\u6709\u6548\uff1f\u5fc5\u987b\u5c06\u5730\u56fe\u4e0e\u5173\u952e\u7ee9\u6548\u6307\u6807\u6302\u94a9\u3002\u8fd9\u4e9b\u6307\u6807\u80fd\u591f\u9a8c\u8bc1\u6240\u505a\u6539\u8fdb\u7684\u5b9e\u9645\u6210\u6548\u3002<\/p>\n<h3>1. \u51c0\u63a8\u8350\u503c\uff08NPS\uff09<\/h3>\n<p>\u8861\u91cf\u5ba2\u6237\u5fe0\u8bda\u5ea6\u3002NPS\u6301\u7eed\u4e0a\u5347\u8868\u660e\u65c5\u7a0b\u4f18\u5316\u5df2\u83b7\u5f97\u5ba2\u6237\u8ba4\u540c\uff0c\u5e76\u4fc3\u4f7f\u4ed6\u4eec\u6210\u4e3a\u54c1\u724c\u62e5\u62a4\u8005\u3002<\/p>\n<h3>2. \u5ba2\u6237\u6ee1\u610f\u5ea6\uff08CSAT\uff09<\/h3>\n<p>\u8ffd\u8e2a\u5ba2\u6237\u5728\u7279\u5b9a\u63a5\u89e6\u70b9\u7684\u6ee1\u610f\u5ea6\u3002\u5982\u679c\u4f18\u5316\u4e86\u6ce8\u518c\u6d41\u7a0b\uff0c\u8be5\u73af\u8282\u7684CSAT\u8bc4\u5206\u5e94\u968f\u4e4b\u4e0a\u5347\u3002<\/p>\n<h3>3. \u5ba2\u6237\u52aa\u529b\u5ea6\u8bc4\u5206\uff08CES\uff09<\/h3>\n<p>\u8861\u91cf\u5ba2\u6237\u5b8c\u6210\u4efb\u52a1\u7684\u96be\u6613\u7a0b\u5ea6\u3002\u52aa\u529b\u5ea6\u8bc4\u5206\u8d8a\u4f4e\uff0c\u901a\u5e38\u610f\u5473\u7740\u5ba2\u6237\u7559\u5b58\u7387\u8d8a\u9ad8\u3002<\/p>\n<h3>4. \u8f6c\u5316\u7387<\/h3>\n<p>\u89c2\u5bdf\u6f0f\u6597\u6d41\u7a0b\u3002\u5982\u679c\u5728\u8003\u8651\u9636\u6bb5\u6d88\u9664\u4e86\u969c\u788d\uff0c\u8f6c\u5316\u4e3a\u8d2d\u4e70\u7684\u8f6c\u5316\u7387\u5e94\u968f\u4e4b\u63d0\u5347\u3002<\/p>\n<h3>5. \u5ba2\u6237\u6d41\u5931\u7387<\/h3>\n<p>\u5728\u7559\u5b58\u9636\u6bb5\u51cf\u5c11\u969c\u788d\uff0c\u5e94\u80fd\u964d\u4f4e\u5ba2\u6237\u6d41\u5931\u7387\u3002\u9700\u76d1\u63a7\u5ba2\u6237\u6d41\u5931\u7684\u5177\u4f53\u73af\u8282\uff0c\u5e76\u4e0e\u5730\u56fe\u4e2d\u7684\u6d1e\u5bdf\u8fdb\u884c\u5173\u8054\u5206\u6790\u3002<\/p>\n<h3>6. \u9996\u6b21\u63a5\u89e6\u89e3\u51b3\u7387\uff08FCR\uff09<\/h3>\n<p>\u5728\u5ba2\u670d\u65c5\u7a0b\u4e2d\uff0cFCR\u7684\u63d0\u5347\u8868\u660e\u5ba2\u6237\u5728\u9996\u6b21\u63a5\u89e6\u65f6\u5c31\u83b7\u5f97\u4e86\u6240\u9700\u7b54\u6848\uff0c\u65e0\u9700\u518d\u6b21\u8054\u7cfb\u3002<\/p>\n<h2>\u5c06\u5730\u56fe\u878d\u5165\u7ec4\u7ec7\u6218\u7565 \ud83c\udfe2<\/h2>\n<p>\u4e00\u5f20\u6302\u5728\u5899\u4e0a\u7684\u5730\u56fe\u6216\u4e00\u4efdPDF\u6587\u4ef6\u6beb\u65e0\u4f5c\u7528\u3002\u5b83\u5fc5\u987b\u878d\u5165\u65e5\u5e38\u8fd0\u8425\u4e4b\u4e2d\u3002<\/p>\n<h3>1. \u4ea7\u54c1\u5f00\u53d1<\/h3>\n<p>\u5229\u7528\u5730\u56fe\u6765\u786e\u5b9a\u4ea7\u54c1\u8def\u7ebf\u56fe\u7684\u4f18\u5148\u7ea7\u3002\u5982\u679c\u5730\u56fe\u663e\u793a\u5ba2\u6237\u5728\u652f\u4ed8\u73af\u8282\u5b58\u5728\u5f3a\u70c8\u4e0d\u6ee1\uff0c\u5de5\u7a0b\u56e2\u961f\u5e94\u5728\u5f00\u53d1\u65b0\u529f\u80fd\u524d\u4f18\u5148\u4fee\u590d\u7ed3\u8d26\u6d41\u7a0b\u3002<\/p>\n<h3>2. \u8425\u9500\u6d3b\u52a8<\/h3>\n<p>\u5c06\u4fe1\u606f\u4f20\u9012\u4e0e\u5ba2\u6237\u7684\u60c5\u7eea\u72b6\u6001\u76f8\u5339\u914d\u3002\u4e0d\u8981\u5411\u5904\u4e8e\u2018\u6cae\u4e27\u2019\u9636\u6bb5\u7684\u7528\u6237\u53d1\u9001\u9500\u552e\u90ae\u4ef6\uff0c\u800c\u5e94\u63d0\u4f9b\u6559\u80b2\u6027\u5185\u5bb9\u3002<\/p>\n<h3>3. \u57f9\u8bad\u9879\u76ee<\/h3>\n<p>\u5229\u7528\u5730\u56fe\u57f9\u8bad\u65b0\u5458\u5de5\u3002\u5411\u4ed6\u4eec\u5c55\u793a\u5ba2\u6237\u65c5\u7a0b\u3001\u75db\u70b9\u4ee5\u53ca\u60c5\u7eea\u66f2\u7ebf\u3002\u8fd9\u6bd4\u4f20\u7edf\u7684\u653f\u7b56\u624b\u518c\u66f4\u80fd\u5feb\u901f\u57f9\u517b\u540c\u7406\u5fc3\u3002<\/p>\n<h3>4. \u9884\u7b97\u5206\u914d<\/h3>\n<p>\u5c06\u8d44\u6e90\u76f4\u63a5\u6295\u5165\u5230\u6700\u91cd\u8981\u7684\u9636\u6bb5\u3002\u5982\u679c\u5730\u56fe\u663e\u793a\u7559\u5b58\u662f\u4ef7\u503c\u6700\u9ad8\u7684\u9636\u6bb5\uff0c\u5219\u5e94\u5411\u5ba2\u6237\u6210\u529f\u56e2\u961f\u5206\u914d\u66f4\u591a\u9884\u7b97\u3002<\/p>\n<h2>\u65c5\u7a0b\u6620\u5c04\u7684\u672a\u6765 \ud83c\udf10<\/h2>\n<p>\u8fd9\u4e00\u5b9e\u8df5\u6b63\u968f\u7740\u6280\u672f\u7684\u53d1\u5c55\u800c\u4e0d\u65ad\u6f14\u8fdb\u3002\u901a\u8fc7\u9ad8\u7ea7\u5206\u6790\uff0c\u5b9e\u65f6\u6620\u5c04\u5df2\u6210\u4e3a\u53ef\u80fd\u3002\u7ec4\u7ec7\u4e0d\u518d\u53ea\u80fd\u770b\u5230\u9759\u6001\u7684\u5feb\u7167\uff0c\u800c\u662f\u80fd\u591f\u5b9e\u65f6\u89c2\u5bdf\u65c5\u7a0b\u7684\u8fdb\u884c\u8fc7\u7a0b\u3002<\/p>\n<ul>\n<li>\n<p><strong>\u8d85\u4e2a\u6027\u5316\uff1a<\/strong> \u5730\u56fe\u53ef\u4ee5\u6839\u636e\u7528\u6237\u6570\u636e\u5b9e\u65f6\u8c03\u6574\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u4eba\u5de5\u667a\u80fd\u96c6\u6210\uff1a<\/strong> \u4eba\u5de5\u667a\u80fd\u53ef\u4ee5\u5728\u6469\u64e6\u70b9\u51fa\u73b0\u4e4b\u524d\u8fdb\u884c\u9884\u6d4b\u3002<\/p>\n<\/li>\n<li>\n<p><strong>\u5168\u6e20\u9053\u8fde\u8d2f\u6027\uff1a<\/strong> \u786e\u4fdd\u5730\u56fe\u5728\u79fb\u52a8\u8bbe\u5907\u3001\u7f51\u9875\u3001\u8bed\u97f3\u548c\u5b9e\u4f53\u95e8\u5e97\u4e4b\u95f4\u65e0\u7f1d\u8854\u63a5\u3002<\/p>\n<\/li>\n<\/ul>\n<p>\u968f\u7740\u6280\u672f\u7684\u8fdb\u6b65\uff0c\u4eba\u6027\u56e0\u7d20\u59cb\u7ec8\u5904\u4e8e\u6838\u5fc3\u5730\u4f4d\u3002\u5de5\u5177\u53ef\u4ee5\u6536\u96c6\u6570\u636e\uff0c\u4f46\u4eba\u7c7b\u5fc5\u987b\u89e3\u8bfb\u5176\u4e2d\u7684\u6545\u4e8b\u3002\u5ba2\u6237\u4f53\u9a8c\u7ecf\u7406\u7684\u89d2\u8272\u5728\u4e8e\u59cb\u7ec8\u5145\u5f53\u6570\u636e\u4e0e\u4eba\u7c7b\u4f53\u9a8c\u4e4b\u95f4\u7684\u6865\u6881\u3002<\/p>\n<h2>\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u6700\u7ec8\u601d\u8003 \ud83e\udd1d<\/h2>\n<p>\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5e76\u975e\u4e07\u80fd\u826f\u65b9\u3002\u5b83\u662f\u4e00\u79cd\u5e26\u6765\u6e05\u6670\u5ea6\u7684\u5de5\u5177\u3002\u5b83\u8feb\u4f7f\u7ec4\u7ec7\u4ece\u670d\u52a1\u5bf9\u8c61\u7684\u89d2\u5ea6\u5ba1\u89c6\u81ea\u8eab\u4e1a\u52a1\u3002\u5f53\u6b63\u786e\u5b9e\u65bd\u65f6\uff0c\u5b83\u80fd\u7edf\u4e00\u516c\u53f8\u65b9\u5411\uff0c\u51cf\u5c11\u6d6a\u8d39\uff0c\u5e76\u63d0\u5347\u5fe0\u8bda\u5ea6\u3002<\/p>\n<p>\u4ece\u5c0f\u5904\u7740\u624b\u3002\u9009\u62e9\u4e00\u4e2a\u5173\u952e\u65c5\u7a0b\u3002\u9080\u8bf7\u5408\u9002\u7684\u4eba\u53c2\u4e0e\u3002\u503e\u542c\u6570\u636e\u7684\u58f0\u97f3\u3002\u6839\u636e\u53cd\u9988\u4e0d\u65ad\u8fed\u4ee3\u3002\u968f\u7740\u65f6\u95f4\u63a8\u79fb\uff0c\u8fd9\u4e9b\u5730\u56fe\u5c06\u6210\u4e3a\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u6587\u5316\u7684\u84dd\u56fe\u3002\u76ee\u6807\u4e0d\u4ec5\u662f\u7ed8\u5236\u65c5\u7a0b\uff0c\u66f4\u8981\u6301\u7eed\u6539\u8fdb\u3002\u6bcf\u4e00\u6b21\u4e92\u52a8\u90fd\u662f\u5efa\u7acb\u4fe1\u4efb\u7684\u673a\u4f1a\uff0c\u6bcf\u4e00\u4e2a\u89e6\u70b9\u90fd\u662f\u4f20\u9012\u4ef7\u503c\u7684\u5951\u673a\u3002<\/p>\n<p>\u901a\u8fc7\u805a\u7126\u6b64\u5904\u6982\u8ff0\u7684\u6838\u5fc3\u6982\u5ff5\uff0c\u5ba2\u6237\u4f53\u9a8c\u7ecf\u7406\u53ef\u4ee5\u81ea\u4fe1\u5730\u5e94\u5bf9\u73b0\u4ee3\u5e02\u573a\u7684\u590d\u6742\u6027\u3002\u65c5\u7a0b\u6c38\u8fdc\u4e0d\u4f1a\u771f\u6b63\u7ed3\u675f\uff0c\u4f46\u6709\u4e86\u6b63\u786e\u7684\u5730\u56fe\uff0c\u76ee\u7684\u5730\u5c06\u53d8\u5f97\u66f4\u52a0\u6e05\u6670\u3002<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u5728\u73b0\u4ee3\u5546\u4e1a\u73af\u5883\u4e2d\uff0c\u5ba2\u6237\u4f53\u9a8c\u5df2\u4e0d\u518d\u53ea\u662f\u4e00\u4e2a\u90e8\u95e8\uff1b\u5b83\u5df2\u6210\u4e3a\u6574\u4e2a\u7ec4&hellip;<\/p>\n","protected":false},"author":1,"featured_media":433,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5165\u95e8\uff1a\u6838\u5fc3\u5ba2\u6237\u4f53\u9a8c\u6982\u5ff5","_yoast_wpseo_metadesc":"\u901a\u8fc7\u8fd9\u4efd\u5168\u9762\u6307\u5357\uff0c\u638c\u63e1\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u3002\u5b66\u4e60\u6838\u5fc3\u6982\u5ff5\u3001\u9636\u6bb5\u3001\u7ec4\u6210\u90e8\u5206\u4ee5\u53ca\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u7b56\u7565\u3002","inline_featured_image":false,"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[58],"tags":[49,57],"class_list":["post-432","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey-mapping","tag-academic","tag-customer-journey-mapping"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5165\u95e8\uff1a\u6838\u5fc3\u5ba2\u6237\u4f53\u9a8c\u6982\u5ff5<\/title>\n<meta name=\"description\" content=\"\u901a\u8fc7\u8fd9\u4efd\u5168\u9762\u6307\u5357\uff0c\u638c\u63e1\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u3002\u5b66\u4e60\u6838\u5fc3\u6982\u5ff5\u3001\u9636\u6bb5\u3001\u7ec4\u6210\u90e8\u5206\u4ee5\u53ca\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u7b56\u7565\u3002\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5165\u95e8\uff1a\u6838\u5fc3\u5ba2\u6237\u4f53\u9a8c\u6982\u5ff5\" \/>\n<meta property=\"og:description\" content=\"\u901a\u8fc7\u8fd9\u4efd\u5168\u9762\u6307\u5357\uff0c\u638c\u63e1\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u3002\u5b66\u4e60\u6838\u5fc3\u6982\u5ff5\u3001\u9636\u6bb5\u3001\u7ec4\u6210\u90e8\u5206\u4ee5\u53ca\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u7b56\u7565\u3002\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/\" \/>\n<meta property=\"og:site_name\" content=\"Go Minder Simplified Chinese - Your Hub for AI and Software Trends\" \/>\n<meta property=\"article:published_time\" content=\"2026-03-25T05:06:46+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1664\" \/>\n\t<meta property=\"og:image:height\" content=\"928\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"vpadmin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u4f5c\u8005\" \/>\n\t<meta name=\"twitter:data1\" content=\"\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/\"},\"author\":{\"name\":\"vpadmin\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/#\/schema\/person\/ef256a8b032a31e59f46aeef3bcceb85\"},\"headline\":\"\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u5165\u95e8\uff1a\u6bcf\u4f4dCX\u7ecf\u7406\u90fd\u5fc5\u987b\u4e86\u89e3\u7684\u6838\u5fc3\u6982\u5ff5\",\"datePublished\":\"2026-03-25T05:06:46+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/\"},\"wordCount\":14,\"publisher\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg\",\"keywords\":[\"academic\",\"customer journey mapping\"],\"articleSection\":[\"Customer Journey Mapping\"],\"inLanguage\":\"zh-Hans\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/\",\"url\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/\",\"name\":\"\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5165\u95e8\uff1a\u6838\u5fc3\u5ba2\u6237\u4f53\u9a8c\u6982\u5ff5\",\"isPartOf\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg\",\"datePublished\":\"2026-03-25T05:06:46+00:00\",\"description\":\"\u901a\u8fc7\u8fd9\u4efd\u5168\u9762\u6307\u5357\uff0c\u638c\u63e1\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u3002\u5b66\u4e60\u6838\u5fc3\u6982\u5ff5\u3001\u9636\u6bb5\u3001\u7ec4\u6210\u90e8\u5206\u4ee5\u53ca\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u7b56\u7565\u3002\",\"breadcrumb\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#breadcrumb\"},\"inLanguage\":\"zh-Hans\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"zh-Hans\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage\",\"url\":\"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg\",\"contentUrl\":\"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg\",\"width\":1664,\"height\":928},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.go-minder.com\/cn\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u5165\u95e8\uff1a\u6bcf\u4f4dCX\u7ecf\u7406\u90fd\u5fc5\u987b\u4e86\u89e3\u7684\u6838\u5fc3\u6982\u5ff5\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/#website\",\"url\":\"https:\/\/www.go-minder.com\/cn\/\",\"name\":\"Go Minder Simplified Chinese - Your Hub for AI and Software Trends\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.go-minder.com\/cn\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"zh-Hans\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/#organization\",\"name\":\"Go Minder Simplified Chinese - Your Hub for AI and Software Trends\",\"url\":\"https:\/\/www.go-minder.com\/cn\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"zh-Hans\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/01\/cropped-go-minder-favicon.png\",\"contentUrl\":\"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/01\/cropped-go-minder-favicon.png\",\"width\":512,\"height\":512,\"caption\":\"Go Minder Simplified Chinese - Your Hub for AI and Software Trends\"},\"image\":{\"@id\":\"https:\/\/www.go-minder.com\/cn\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/#\/schema\/person\/ef256a8b032a31e59f46aeef3bcceb85\",\"name\":\"vpadmin\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"zh-Hans\",\"@id\":\"https:\/\/www.go-minder.com\/cn\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/56e0eb902506d9cea7c7e209205383146b8e81c0ef2eff693d9d5e0276b3d7e3?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/56e0eb902506d9cea7c7e209205383146b8e81c0ef2eff693d9d5e0276b3d7e3?s=96&d=mm&r=g\",\"caption\":\"vpadmin\"},\"sameAs\":[\"https:\/\/www.go-minder.com\"],\"url\":\"https:\/\/www.go-minder.com\/cn\/author\/vpadmin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5165\u95e8\uff1a\u6838\u5fc3\u5ba2\u6237\u4f53\u9a8c\u6982\u5ff5","description":"\u901a\u8fc7\u8fd9\u4efd\u5168\u9762\u6307\u5357\uff0c\u638c\u63e1\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u3002\u5b66\u4e60\u6838\u5fc3\u6982\u5ff5\u3001\u9636\u6bb5\u3001\u7ec4\u6210\u90e8\u5206\u4ee5\u53ca\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u7b56\u7565\u3002","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/","og_locale":"zh_CN","og_type":"article","og_title":"\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5165\u95e8\uff1a\u6838\u5fc3\u5ba2\u6237\u4f53\u9a8c\u6982\u5ff5","og_description":"\u901a\u8fc7\u8fd9\u4efd\u5168\u9762\u6307\u5357\uff0c\u638c\u63e1\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u3002\u5b66\u4e60\u6838\u5fc3\u6982\u5ff5\u3001\u9636\u6bb5\u3001\u7ec4\u6210\u90e8\u5206\u4ee5\u53ca\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u7b56\u7565\u3002","og_url":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/","og_site_name":"Go Minder Simplified Chinese - Your Hub for AI and Software Trends","article_published_time":"2026-03-25T05:06:46+00:00","og_image":[{"width":1664,"height":928,"url":"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg","type":"image\/jpeg"}],"author":"vpadmin","twitter_card":"summary_large_image","twitter_misc":{"\u4f5c\u8005":false},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#article","isPartOf":{"@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/"},"author":{"name":"vpadmin","@id":"https:\/\/www.go-minder.com\/cn\/#\/schema\/person\/ef256a8b032a31e59f46aeef3bcceb85"},"headline":"\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u5165\u95e8\uff1a\u6bcf\u4f4dCX\u7ecf\u7406\u90fd\u5fc5\u987b\u4e86\u89e3\u7684\u6838\u5fc3\u6982\u5ff5","datePublished":"2026-03-25T05:06:46+00:00","mainEntityOfPage":{"@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/"},"wordCount":14,"publisher":{"@id":"https:\/\/www.go-minder.com\/cn\/#organization"},"image":{"@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage"},"thumbnailUrl":"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg","keywords":["academic","customer journey mapping"],"articleSection":["Customer Journey Mapping"],"inLanguage":"zh-Hans"},{"@type":"WebPage","@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/","url":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/","name":"\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u5165\u95e8\uff1a\u6838\u5fc3\u5ba2\u6237\u4f53\u9a8c\u6982\u5ff5","isPartOf":{"@id":"https:\/\/www.go-minder.com\/cn\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage"},"image":{"@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage"},"thumbnailUrl":"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg","datePublished":"2026-03-25T05:06:46+00:00","description":"\u901a\u8fc7\u8fd9\u4efd\u5168\u9762\u6307\u5357\uff0c\u638c\u63e1\u5ba2\u6237\u65c5\u7a0b\u6620\u5c04\u3002\u5b66\u4e60\u6838\u5fc3\u6982\u5ff5\u3001\u9636\u6bb5\u3001\u7ec4\u6210\u90e8\u5206\u4ee5\u53ca\u6709\u6548\u5ba2\u6237\u4f53\u9a8c\u7ba1\u7406\u7684\u7b56\u7565\u3002","breadcrumb":{"@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#breadcrumb"},"inLanguage":"zh-Hans","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/"]}]},{"@type":"ImageObject","inLanguage":"zh-Hans","@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#primaryimage","url":"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg","contentUrl":"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/03\/customer-journey-mapping-101-infographic.jpg","width":1664,"height":928},{"@type":"BreadcrumbList","@id":"https:\/\/www.go-minder.com\/cn\/customer-journey-mapping-101-cx-concepts\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.go-minder.com\/cn\/"},{"@type":"ListItem","position":2,"name":"\u5ba2\u6237\u65c5\u7a0b\u5730\u56fe\u5165\u95e8\uff1a\u6bcf\u4f4dCX\u7ecf\u7406\u90fd\u5fc5\u987b\u4e86\u89e3\u7684\u6838\u5fc3\u6982\u5ff5"}]},{"@type":"WebSite","@id":"https:\/\/www.go-minder.com\/cn\/#website","url":"https:\/\/www.go-minder.com\/cn\/","name":"Go Minder Simplified Chinese - Your Hub for AI and Software Trends","description":"","publisher":{"@id":"https:\/\/www.go-minder.com\/cn\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.go-minder.com\/cn\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"zh-Hans"},{"@type":"Organization","@id":"https:\/\/www.go-minder.com\/cn\/#organization","name":"Go Minder Simplified Chinese - Your Hub for AI and Software Trends","url":"https:\/\/www.go-minder.com\/cn\/","logo":{"@type":"ImageObject","inLanguage":"zh-Hans","@id":"https:\/\/www.go-minder.com\/cn\/#\/schema\/logo\/image\/","url":"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/01\/cropped-go-minder-favicon.png","contentUrl":"https:\/\/www.go-minder.com\/cn\/wp-content\/uploads\/sites\/2\/2026\/01\/cropped-go-minder-favicon.png","width":512,"height":512,"caption":"Go Minder Simplified Chinese - Your Hub for AI and Software Trends"},"image":{"@id":"https:\/\/www.go-minder.com\/cn\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.go-minder.com\/cn\/#\/schema\/person\/ef256a8b032a31e59f46aeef3bcceb85","name":"vpadmin","image":{"@type":"ImageObject","inLanguage":"zh-Hans","@id":"https:\/\/www.go-minder.com\/cn\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/56e0eb902506d9cea7c7e209205383146b8e81c0ef2eff693d9d5e0276b3d7e3?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/56e0eb902506d9cea7c7e209205383146b8e81c0ef2eff693d9d5e0276b3d7e3?s=96&d=mm&r=g","caption":"vpadmin"},"sameAs":["https:\/\/www.go-minder.com"],"url":"https:\/\/www.go-minder.com\/cn\/author\/vpadmin\/"}]}},"_links":{"self":[{"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/posts\/432","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/comments?post=432"}],"version-history":[{"count":0,"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/posts\/432\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/media\/433"}],"wp:attachment":[{"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/media?parent=432"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/categories?post=432"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.go-minder.com\/cn\/wp-json\/wp\/v2\/tags?post=432"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}