ïœãŠãã¯ãã»ã©ã€ã¶ãããç¡æèã«äœ¿ããèªç¥åŒåãã®èšèšå³ïœ
ãé客ã«äŸåããªãããžãã¹ãäœãããã
97%ã®äŒæ¥ãæ°ã¥ããŠããªãäºå®ïŒ
顧客ã¯ãè«çãã§ã¯ãªããç¡æèã®åå°ãã§éžæããŠãã
⌠ç¥çµç§åŠã蚌æããè¡æããŒã¿ïŒ
â èªç¥ãã£ã«ã¿ãŒçªç ŽæéïŒ0.3ç§æªæº
â 人éã®éäžæç¶æéïŒééïŒ9ç§ïŒïŒäººéïŒ8ç§ïŒ
â æ
å ±éå€æ代ã®åºåã¹ãããçïŒ92%
ãã®ãã³ãã¬ãŒãã解決ãã3倧課é¡ïŒ
1ïžâ£ ãäŒãããããšãããäŒããããšãã®å·®ãåãã
2ïžâ£ 顧客ã®è³ã«ãããã¯ç§ã®ããããšå·ã蟌ãæè¡
3ïžâ£ äžæçãªé客ã§ã¯ãªããæç¶çåŒåããæ§ç¯
â ä»æ¥ãã䜿ãã5å±€èšèšãã¬ãŒã ïŒ
[ç£å¿å®çŸ©] â [3å±€åŒå] â [éç®ããã] â [è³ç§åŠããªã¬ãŒ] â [é²åã·ã¹ãã ]
å®è·µäŒæ¥ã®ææäŸïŒ
ã»ECãµã€ãïŒã³ã³ããŒãžã§ã³ç1.2%â7.8%ïŒ6.5ååïŒ
ã»è±äŒè©±ãµãŒãã¹ïŒåãåããæ°æ37件â212件ïŒ5.7åå¢ïŒ
ã»å¥åº·ã¢ããªïŒDAUïŒæ¥éå©çšè
æ°ïŒ5äžâ280äžïŒ56åæ¡å€§ïŒ
ð¥ ãã³ãã¬ãŒãããŠã³ããŒãåã«ç¥ãã¹ã3ã€ã®çå®
- ãè¯ãååãã¯é客ã®éªéã«ãªã
ãâ 顧客ãæ¬åœã«æ±ããŠããã®ã¯ãèªå·±å€å®¹ã®ç©èªã - æ°å€ç®æšãããææ
æŽèµ°ããéèŠ
ãâ ã©ã€ã¶ããã客å䟡40äžåãã®æ žå¿ã¯ãå¥çŽããšããæŽè³ - æ匷ã®ãã©ã³ãã¯ãå®æåããã
ãâ ã¿ãã¿ããäœçµæèšãããå¥åº·èæžãã«å€ããæ¹æ³
ããã®ãã¬ãŒã ã¯ãŒã¯ã䜿ããªãå Žåã®ãªã¹ã¯ã
à åºåè²»ã®78%ãèªç¥ãã£ã«ã¿ãŒã§æ¶å€±
à 競åãšåãå俵ã§æ¶èæŠ
à 顧客ã®ãç¡æèã®æµæãã«æ°ã¥ããªã
ä»ãã以äžã®ãã³ãã¬ãŒãã§
ãããªãã®ããžãã¹ãæã€ã¹ãç£åã®çš®é¡ãã蚺æããŠãã ããã
20ååŸã«ã¯ã顧客ãèªç¶ã«éãŸãä»çµã¿ã®èšèšå³ãå®æããŸãã
ãã°ããã£ãã¯ã³ã³ã»ããæ§ç¯ãã³ãã¬ãŒãïŒããŠã³ããŒãããŒã¿
ïœèªåé客ãçãã5å±€ïŒÎ±èšèšã·ãŒããïœ
0ïžâ£ äºåãã¢ãªã³ã°ã·ãŒã
- (A) èªç€Ÿã»ãã©ã³ãã®ã¹ããŒãªãŒïŒåµæ¥ã®ãã£ãã
- äŸïŒåµæ¥è ãââãäœéšãããåãæ©ã¿ãæ±ãã人ãæãããããšæã£ã ãªã©
- (B) 匷ã¿ã»ç¬èªæ§ã»ç¹åŸŽ
- äŸïŒç«¶åã«ãªãæè¡ã»å®çžŸã»ãããã¯ãŒã¯ã»ãã ãã ãªã©
- (C) 競åäžèŠ§ãšå·®å¥åãã€ã³ã
- äŸïŒäŸ¡æ Œåž¯ã»ã¿ãŒã²ããå±€ã»æäŸåœ¢æ ã»ãµããŒãå 容 ãªã©
- (D) çæ³é¡§å®¢ã®æ©ã¿ã深局åæ©ããã¢ãªã³ã°
- äŸïŒSNSæçš¿ã»ã¢ã³ã±ãŒãã»ã€ã³ã¿ãã¥ãŒã§çã®å£°ãåé
- (E) æçµãŽãŒã«ïŒããžã§ã³ïŒ
- äŸïŒé¡§å®¢ã«ã©ããªã£ãŠã»ãããïŒ ç€ŸäŒã«ã©ãè²¢ç®ããããïŒ
ãã®äºåã·ãŒããåããããšã§ã以äžã®åã¹ããããããâå ·äœçâãã€âãã©ã³ãåºæâã®å 容ã«èœãšã蟌ã¿ããããªããŸãã
1ïžâ£ ç£å¿å®çŸ©ïŒãã©ã³ãã¹ããŒãªãŒãåæ ïŒ
- åŸæ¥ã®æŠå¿µïŒäžè¬çã«ããŽãªãŒïŒ
- äŸïŒè±äŒè©±æ宀 â ãè±èªã¹ãã«ã®ç¿åŸã
- åå®çŸ©åŸã®ç£å¿ïŒãã©ã³ãã¹ããŒãªãŒãå«ãç¬èªäŸ¡å€ïŒ
- äŸïŒãæµ·å€èµŽä»»æš©å©ç²åŸããŒã«ãïŒïŒãã©ã³ãã¹ããŒãªãŒã®èŠæšïŒ
- ãªããããæ²ããã®ãïŒ ã©ããªæªæ¥ãçŽæããã®ãïŒ
- äŸïŒåµæ¥è ãé§åšçµéšãçµãŠã人çã倧ããå€ãã£ãå®äœéšãäŒãã
â ãã§ãã¯ïŒ
- ããããå®çŸããã°ã顧客ã®äººçã¯ã©ãå€ããïŒã
- ããã®å€åã¯ãªãæ¬äººã«ãšã£ãŠæ¬åœã«éèŠãªã®ãïŒã
- ãã©ã³ãã¹ããŒãªãŒãšé¡§å®¢ã®âçæ³æªæ¥âãåã¿åã£ãŠãããïŒ
2ïžâ£ 3å±€åŒåèšèšïŒææ ã»è«çã»è¡åã®äžè²«æ§ïŒ
å±€ | èŠçŽ | å ·äœäŸ |
---|---|---|
â€ïžææ | 欲æ±ïŒæããåºæ¿ | äŸïŒãæé²é ãã®çŠã â ååãåºãæãå¿«æ â 家æãå®å¿ããããèªãã |
ð§ è«ç | æ°å€æ ¹æ ïŒå®çžŸ | äŸïŒã3ã¶æã§äŒè°çºèšåæ°2åïŒTOEICã¹ã³ã¢+200ç¹ïŒé¡§å®¢æºè¶³åºŠ95ïŒ ã |
âè¡å | ç°¡å第äžæ© | äŸïŒãç¡æè±èªã¿ã€ã蚺æãã5åãã€ã¹ãã§ãã¯ãããŸãã¯3æ¥ã®ã¡ãŒã«è¬åº§ã«ç»é²ã |
æ¹åã»è£è¶³ïŒ
- ææ é¢ïŒé¡§å®¢ãå®éã«çºããŠããããŒã¯ãŒãïŒSNSã®å£°ã»ã€ã³ã¿ãã¥ãŒïŒã䜿ã
- è«çé¢ïŒæš©åšã¥ãã»ããŒã¿æ¯èŒïŒBeforeâAfterã®å®äŸã競åæ¯èŒïŒãå ãããšèª¬åŸåUP
- è¡åé¢ïŒã§ããã ã1ã¹ãããã§å®äºããå°ç·ãã€ãããããŒãã«ãäžãã
3ïžâ£ éç®ãããäœæïŒKPIãèšå®ããªããïŒ
ãæçµãŽãŒã«ãçæ³é¡§å®¢åã»å®çŸããã姿
ããâ
ãäžæãäžéã¹ãããïŒããã°ã©ã åå ïŒè³æ ŒååŸïŒã¢ãã¿ãŒå©çš ãªã©ïŒ
ããâ
ãå
¥å£ãèªç¥ããªã¬ãŒïŒåºåïŒSNSèªå°ïŒç¡æ蚺æ ãªã©ïŒ
äŸïŒ
ãæµ·å€èµŽä»»è ãâïŒäžæïŒTOEIC800ä¿æè ïŒâïŒå ¥å£ïŒç¡æè±èªã¿ã€ã蚺æïŒ
KPIäŸïŒæ°å€åã®èŠç¹ïŒ:
- å ¥å£KPIïŒæéç¡æ蚺æç³ã蟌ã¿æ°ïŒäŸïŒ100件ïŒ
- äžæKPIïŒTOEICåŠç¿ããã°ã©ã ãžã®åå çïŒäŸïŒ20ïŒ ïŒ
- æçµKPIïŒæµ·å€èµŽä»»è ã»æé²è ã®æ°ïŒå®äŸã¹ããŒãªãŒæ°ïŒäŸïŒå¹Žé10åïŒ
â ãã§ãã¯ïŒ
- åã¹ãããã§â顧客ãé¢è±ããããªãã€ã³ãâã¯ã©ããïŒ
- ãããé²ããã©ããŒæœçïŒã¡ãŒã«ïŒè¿œå ç¹å žïŒåå¥ã³ã³ãµã«ãªã©ïŒã¯çšæããŠãããïŒ
4ïžâ£ è³ç§åŠããŒã¯ãŒãæ¿å ¥ïŒ4倧åºæ¿ïŒæš©åšã»æ倱åé¿ ãªã©ïŒ
4倧åºæ¿ãã¿ãŒã³ïŒ
- ç§å¯å ±æïŒäŸïŒãæ¥çã ããç¥ãââã®çå®ãïŒ
- æéå¶çŽïŒäŸïŒã29æ³ãŸã§ã«å¿ èŠãªââãïŒ
- èªå·±é瀺ïŒäŸïŒãç§ãæåã¯ââã§ãããïŒ
- åžžèç ŽãïŒäŸïŒãå®ã¯ââããéèŠãªâ³â³ãïŒ
ãã®ä»ããããããªã¬ãŒïŒ
- æ倱åé¿ïŒFOMOïŒïŒãä»ãããªããšââãšãããªã¹ã¯ããã©ã€ãã«ã«é ããã
- 瀟äŒç蚌æïŒãå©çšè ããã§ã«1äžäººçªç Žãã倧æäŒæ¥ãå°å ¥äžã
- æš©åšã¥ãïŒãââ倧åŠææã®ç£ä¿®ããæåéèªã«æ²èŒã
- ã«ãªã®ã¥ã©å¹æïŒãå®ã¯â絶察NGâãªåŠç¿æ³ããããã§ãâŠã
ã³ãïŒ
- ã誰ãèšããããéèŠãå°é家ã®æšèŠã顧客ã®æåäºäŸãçµã¿åããã
- ã¡ã€ã³ã§åŒ·èª¿ãããâã²ãšã€ã®åºæ¿ãã¿ãŒã³âã決ããä»ã¯è£å®çã«äœ¿ã
5ïžâ£ æç¶çé²åã·ã¹ãã ïŒ3ã¶æããšã®ã¢ããããŒãïŒ
- 顧客ã®ãæ°ããªè«ŠããçºèŠïŒ___件
- äŸïŒãè±äŒè©±ã¯ã§ããŠããã¬ãŒã³ãèŠæããçåŠãããã家æã«å察ãããããªã©
- æ¥çåžžèã®é転ïŒ___å
- äŸïŒãææ³ããçºé³ç·Žç¿ã倧äºããæµ·å€èµŽä»»ã«ã¯ãã¹ãã¹ã³ã¢ã ãã§ãªãã³ãã¥åãéèŠããªã©
- æ°å€æ ¹æ ã®æŽæ°ïŒ___é
ç®
- äŸïŒãææ°ã®åè¬è å¹³åã¹ã³ã¢ããæ°ããªãŠãŒã¶ãŒã€ã³ã¿ãã¥ãŒåç»ããªã©
â ãã§ãã¯ïŒ
- 顧客ãšã®å¯Ÿè©±ã®ä»çµã¿ïŒã¢ã³ã±ãŒãïŒå®æãã©ããŒã³ãŒã«ïŒSNSã¢ãã¿ãªã³ã°ïŒãæŽå
- æ¯èŒå¯Ÿè±¡ãæ確ã«ïŒååããã®æ¹åç¹ãã競åãšã®å·®å¥åãã€ã³ããå床æŽç
- ã¢ããããŒãå 容ããããããããŸãšããæ¢å顧客ã«ãæ°é¡§å®¢ã«ã䟡å€ãéå ãã
âšæåãã¿ãŒã³3éžïŒA/B/CïŒÎ±ïŒ
- A. æš©å©ç²åŸå
- ãââããè³æ Œããã¬ãŒãã³ã°ïŒãŠãã¯ãåŒïŒ
- âéå®æš©âãâVIPäœéšâãžå±éããã®ãæå¹
- B. å®æåµé å
- ãæ¯æ¥è¡ãååŒãïŒã¿ãã¿åŒïŒ
- ãã®âååŒâãè¡ãç®çãæ矩ãã¹ããŒãªãŒåãããšé¢è±ãå°ãªã
- C. å¥çŽè»¢æå
- ããµãŒãã¹â人çå¥çŽãïŒã©ã€ã¶ããåŒïŒ
- ä¿èšŒã»ã³ãããåãªã©é«é¡åž¯ã®å Žåãè¿éä¿èšŒãå®å¿èšèšãéµ
- ïŒè¿œå ïŒã³ãã¥ããã£å
- ããã¡ã³ã¯ã©ãåããäŒå¡å士ã®äº€æµãã匷åããç¶ç¶çé²åãä¿ã
ð«å€±æåé¿ãã§ãã¯
- 1ã³ã³ãã³ã1ã¡ãã»ãŒãžãïŒ
- éå€ãªèŠçŽ ãäžåºŠã«è©°ã蟌ã¿ãããŠããªããïŒ
- 15ç§ã§èª¬æå¯èœãïŒ
- ãã£ããã³ããŒã»ãšã¬ããŒã¿ãŒãããã§ç¬æã«äŒãããïŒ
- 察象å€é¡§å®¢ãæ確ã«ããŠãããïŒ
- âå šæ¹äœâãçãããçæ³é¡§å®¢ã«çµã£ã匷ã蚎æ±ã«éäž
- 競åãšã®ãå§åçå·®å¥ç¹ãã¯ç€ºããŠãããïŒ
- äŸ¡æ Œã»æ©èœã»ãµããŒãã»äžç芳ãªã©ãã©ããéããå ·äœçã«
- è¡åããŒãã«ã¯æå°åã§ããŠãããïŒ
- ãã©ãŒã ãé·ãããªããïŒ è³æè«æ±ãç»é²ã¹ããããè€éãããªããïŒ
ðæçµä»äžãã®ãã€ã³ã
- ã15ç§ãã¹ããããäžè¡ãã¹ãããå®æœ
- å€éšã®äººã«èª¬æããŠã¿ãŠãããç解ã§ãããïŒ
- äžæã«ãŸãšãããšãã«ãããããããïŒ
- KPIãè¿œããªããPDCAãåã
- å ¥å£ïŒèªç¥ïŒâäžéïŒæè²ïŒâæçµïŒè³Œè²·ïŒææïŒããããã«ç®æšæ°å€ãèšå®ããå®æãã§ãã¯
- ãã©ã³ãã¹ããŒãªãŒãšé¡§å®¢ã¹ããŒãªãŒã®èå
- ããªãããªããæäŸããã®ãïŒããšããªã顧客ãã»ããã®ãïŒãã®æ¥ç¹ãåžžã«èŠçŽã
- æŽæ°å
容ãå®æçã«é¡§å®¢ãžåšç¥
- ã¢ããããŒãã®ãã³ã«ã¡ã«ãã¬ãSNSã§åç¥ãããªã©ãâåžžã«é²åããŠããâå°è±¡ãäžãã
ð¥ããŠã³ããŒãçš
æ¬ãã³ãã¬ãŒãã¯ãèªç¥ç§åŠã«åºã¥ãåžåŒåãæ倧åããããã®ãã¬ãŒã ã¯ãŒã¯ã§ãã
ãäºåãã¢ãªã³ã°ã·ãŒããã§åºç€æ å ±ãæŽçããåã¹ãããã®ãã§ãã¯ãã€ã³ããäžã€ãã€ã¯ãªã¢ããã°ãâä»ç€Ÿãšå·®å¥åãããå¯äžç¡äºã®ã³ã³ã»ããâã確ç«ã§ããã¯ãã§ãã
æåŸã«
ããä»æ§ãã¬ãŒã ã¯ãŒã¯ãç¡æå
Ž
ãã®ãã³ãã¬ãŒãã¯ãäŒæ¥ã³ã³ãµã«ãã£ã³ã°çŸå Žã§ã1æ¡ä»¶50äžåïœãã§æäŸããŠãããã¬ãŒã ã¯ãŒã¯ãç¹å¥ç°¡ç¥åãããã®ã§ãã
空çœã«æ²¿ã£ãŠåããã ãã§ãèªç¥ç§åŠã«åºã¥ããèªåé客ã³ã³ã»ããããå®æããŸãã
â ãããªãæ©ã¿ãããæ¹ã¯ä»ããç¡æçžè«
ã»ãã³ãã¬ãŒãã®èªç€Ÿãžã®å¿çšæ³ãç¥ããã
ã»å°é家ã®ç®ã§ã³ã³ã»ããã蚺æããŠã»ãã
ã»å¹æ枬å®æ¹æ³ã®ããŠããŠã欲ãã