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今天大多数运营中的企业都认为他们做到了以顾客为中心,并且是可以信任的。但他们的顾客往往不这样认为,仅仅做到“可以信任”已经不够,公司必须做到“值得依赖”。Netflix:意图不端,能力不足,还是两者兼有之?百视达公司(Blockbuster)是美国电影录像出租行业最早的巨头,靠收取滞纳金赚得盆钵满钵。但其实它的这种赚钱方式渐渐引起了顾客的厌恶,嘲讽百视达和它收取滞纳金的笑话成为夜间电视节目中喜剧演员谈论的家常便饭。但是,百视达始终沉溺于滞纳金带来的巨额收入中,辩称他们不应该为顾客的狂躁和不满负责,也不应该为员工因此受到的谩骂负责,因为顾客只要按时归还录
Most of today’s operating businesses think they are customer-centric and trustworthy. However, their customers often do not think so, just to “trust” is not enough, the company must be “worth to rely on ”. Netflix: Misconduct, lack of capacity, or both? Blockbuster, the earliest giants in the U.S. movie rental industry, is relying on a late fee. But in fact this way of making money gradually aroused the customer’s dislike, ridiculed Blockbuster and it’s late fee jokes to become a commonplace comedy talk about nighttime TV shows. However, Blockbuster has always been addicted to the huge sum of money brought in by late fees, arguing that they should not be held responsible for customer mania or dissatisfaction, nor should they be held responsible for the employees’ abusive retributions.