探索客戶價值 (KPP1)

<div _ngcontent-ng-c755385735="" class="markdown markdown-main-panel enable-updated-hr-color stronger" dir="ltr" id="model-response-message-contentr_29a3fd8e9b2bc967" style="--animation-duration: 400ms; --fade-animation-function: linear; animation: 0s ease 0s 1 normal none running none; appearance: none; background: none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0); border: 0px none rgb(27, 28, 29); inset: auto; clear: none; clip: auto; color: rgb(27, 28, 29); columns: auto; contain: none; container: none; content: normal; cursor: auto; cx: 0px; cy: 0px; d: none; direction: ltr; fill: rgb(0, 0, 0); filter: none; flex: 0 1 auto; float: none; gap: normal; hyphens: manual; interactivity: auto; isolation: auto; margin-right: 0px; margin-bottom: 0px; margin-left: 0px; marker: none; mask: none; offset: normal; opacity: 1; order: 0; outline: rgb(27, 28, 29) none 0px; overlay: none; padding: 0px; page: auto; perspective: none; position: static; quotes: auto; r: 0px; resize: none; rotate: none; rx: auto; ry: auto; scale: none; speak: normal; stroke: none; transform: none; transition: all; translate: none; visibility: visible; x: 0px; y: 0px; zoom: 1; margin-top: 0px !important; font-family: &quot;Google Sans Text&quot;, sans-serif !important; line-height: 1.15 !important;"><p style="animation: 0s ease 0s 1 normal none running none; appearance: none; background: none 0% 0% / auto repeat scroll padding-box border-box rgba(0, 0, 0, 0); border: 0px none rgb(27, 28, 29); inset: auto; clear: none; clip: auto; columns: auto; contain: none; container: none; content: normal; cursor: auto; cx: 0px; cy: 0px; d: none; direction: ltr; fill: rgb(0, 0, 0); filter: none; flex: 0 1 auto; float: none; gap: normal; hyphens: manual; interactivity: auto; isolation: auto; margin-bottom: 16px; marker: none; mask: none; offset: normal; opacity: 1; order: 0; outline: rgb(27, 28, 29) none 0px; overlay: none; padding: 0px; page: auto; perspective: none; position: static; quotes: auto; r: 0px; resize: none; rotate: none; rx: auto; ry: auto; scale: none; speak: normal; stroke: none; transform: none; transition: all; translate: none; visibility: visible; x: 0px; y: 0px; zoom: 1; line-height: 1.15 !important;"><span class="citation-44 citation-end-44" style="background-color: rgba(0, 0, 0, 0);">這門「發現顧客價值」課程是看板大學（Kanban University）的官方認證培訓，專為那些希望了解如何評估產品、服務或內部流程是否構成實際改進的專業人士設計 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-43 citation-end-43" style="background-color: rgba(0, 0, 0, 0);">。您將學習如何深入探討客戶的選擇動機，並基於他們的「為何」來設計並優化您的業務產品 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-42 citation-end-42" style="background-color: rgba(0, 0, 0, 0);">。課程提供實用、以證據為基礎的指導，讓您能在下一個工作日就應用所學 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span style="background-color: rgba(0, 0, 0, 0);">。</span></p><h3>學習目的與效益</h3><p><span class="citation-41 citation-end-41" style="background-color: rgba(0, 0, 0, 0);">本課程的核心目標是幫助您建立一種系統化的思維，以理解客戶如何直觀地根據少數幾個關鍵標準做出選擇 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-40 citation-end-40" style="background-color: rgba(0, 0, 0, 0);">。您將學會如何將您的市場依據客戶的「目的」而非人口統計學來劃分，從而為不同客群量身打造最合適的產品或服務 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-39" style="background-color: rgba(0, 0, 0, 0);">。透過課程，您將能辨識出客戶的</span></p><p><b>功能性需求</b><span class="citation-39">（「是什麼？」）和</span><b>非功能性需求</b><span class="citation-39">（「做得如何？」），並確保您的產品在</span><b>設計</b><span class="citation-39">、</span><b>實施</b><span class="citation-39">及</span><b>服務交付</b><span class="citation-39 citation-end-39">這三個維度上都能滿足這些期望 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span>。</p><p><span class="citation-38 citation-end-38">課程內容深入淺出，以「披薩買家 Neeta」和「倫敦計程車」等案例貫穿，生動地展示了即便是同一個人，在不同情境下也會有截然不同的「目的」，進而產生不同的選擇標準 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-37 citation-end-37">。您會看到，一家公司若能針對這些不同的目的提供客製化的服務，即使服務品質各異，最終都能讓客戶感到滿意 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-36 citation-end-36">。例如，一家披薩店為應酬的客戶提供精緻的「設計」，為趕時間的家庭提供迅速的「服務交付」，兩者皆能被視為「符合目的」<source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span>。</p><p><span class="citation-35">本課程不僅讓您學會如何「視覺化地飛行」，即通過</span></p><p><b>人類敘事</b><span class="citation-35">來收集客戶故事並進行分群，也教導您如何「透過儀器飛行」，即運用</span><b>數據和調查</b><span class="citation-35 citation-end-35">來獲取可量化的資訊 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-34">。您將學會如何設計</span></p><p><b>F4P卡（Fit-for-Purpose Card）</b><span class="citation-34 citation-end-34">，這是一種能夠捕獲客戶目的、評估滿意度並提供敘事反饋的實用工具 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-33">。此外，您還將掌握</span></p><p><span class="citation-33 citation-end-33">F4P盒式記分（F4P Box Score）的使用，這能讓您以簡潔的三重數字（滿意/中立/不滿意）來呈現數據，從而避免傳統單一指標（如 NFS）可能隱藏的關鍵訊息 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-32">。最終，您將能夠根據 F4P 數據矩陣，制定明確的行動方案——是</span></p><p><span class="citation-32">發展目標客群，</span><b>改進</b><span class="citation-32">中等滿意度的客群，還是</span><b>捨棄</b><span class="citation-32 citation-end-32">不符合目標的客群 <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span>。</p><p><span class="citation-31">本課程的最終效益在於，它將「理解客戶的『為何』及他們的適應性標準」提升為您企業的</span></p><p><b>核心戰略能力</b><span class="citation-31 citation-end-31"> <source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote><source-footnote _nghost-ng-c741396543="" ng-version="0.0.0-PLACEHOLDER"></source-footnote></span><span class="citation-30 citation-end-30">。這將使您的業務更加穩健，更能抵禦競爭，並能透過持續演進來應對不斷變化的客戶需求，確保長期生存與獲利&nbsp;</span></p></div><p>&nbsp;</p>