摘要：
B公司所面臨的行業(yè)形勢以及行業(yè)特點決定了應給予員工更多的關注，而員工隊伍建設的現(xiàn)狀，也使得對員工的關注勢在必行。顧客體驗管理理論正是一種真正以顧客為中心的理論，它有著豐富的內(nèi)涵，本文就利用其對內(nèi)部顧客，即員工“體驗”的關注，分析了B公司員工隊伍建設的現(xiàn)狀，并對隊伍建設做出了新的探討，竭力營造一種“品牌化”的員工體驗平臺，從而“獲得更幸福、更有生產(chǎn)力、更積極的員工”，并借其向外部顧客傳遞一種“品牌化”的顧客體驗，最終獲得真正意義上的顧客、員工、公司及其他一切利益相關者的共贏。
關鍵詞：顧客體驗管理；內(nèi)部顧客體驗；隊伍建設

The staff team-building of Company B based on
Customer Experience Management


Abstract: Facing the situation and the characteristics of the industry， Company B should give more attention to the staff. And it is also necessary to do it because of the status of staff team-building. Customer Experience Management Theory is a real customer-centered theory, and it is rich in connotation. It concerns the "experience" of internal customers, the staff .So this paper analyses the situation of staff team-building of Company B first, then discusses the staff team-building of a new based on the theory. The new has spared no effort in creating a "brand" of staff experience platform to get "more happiness more productive, more active employee ", and then the employees transfer a" brand "customer experience to the external customers. By this way, at last we will obtain so real sense of wins with the customers, employees, the company and all other stakeholders.
Key words: Customer Experience Management; Internal customer experience; Team building


摘要 1
Abstract. 1
引言 2
1 顧客體驗管理理論 2
1.1顧客體驗管理理論的提出 2
1.2顧客體驗管理理論的新用 4
2 B公司員工隊伍現(xiàn)狀 11
2.1 員工隊伍結(jié)構(gòu) 11
2.2 人崗匹配情況 12
2.3 員工流失情況 12
2.4 在職員工情況 13
3 B公司員工隊伍建設的問題 13
3.1 過多注重隊伍建設體系形式上的完整 13
3.2 缺乏完整、清晰的指導思想 13
3.3 缺乏對員工體驗的深層次關注 13
4 顧客體驗管理理論下的B公司員工隊伍建設思考 14
4.1 洞察內(nèi)部顧客體驗世界 14
4.2 體驗平臺設計 18
4.3 創(chuàng)建品牌化的內(nèi)部顧客體驗 18
4.4 致力于不斷創(chuàng)新 21
結(jié)論 21
參考文獻 22
致謝 22