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67751 2010 年 12 月 25 日 20:38 Reading (loading. ..) Comments (0) Category: documentation
Nobel Prize winner, psychologists DanielKahneman in-depth study and found that the memory of the experience determined by two factors: the peak (either positive or negative) with the end of the feeling, this is the peak of the final law ( Peak-EndRule). Based on this principle characteristics of the unconscious experience Summary: After the experience of a thing, can remember just when the peak and end experiences, good and bad experiences in the course of the proportion of good and bad experiences The length of time, almost no effect on memory. And here's
application of the laws of the peak end
management community paying attention to a feelings, and good or bad experience with the proportion of the total length has nothing to do and experience. That is, if the peak period of experience, and at the end, your experience is pleasant, then you feel the whole experience is pleasant, even if this experience Overall the feeling is more painful!
example, do such an experiment, two groups of people to listen to the same time, strong noise, and then stop A group, B group and then listen to a period of weak noise. Logically speaking, B group, A group of people than by the more torture. But you guessed how? B group, the misery index is much lower. This is the
economics assumes people are rational, Discoverer of the laws of psychologist Daniel Kahn Man (Daniel Kahneman) won the 2002 Nobel Prize in economics.
example, there are many unpleasant IKEA shopping experience, for example, only need to finish a piece of furniture to buy the entire market, such as staff rarely, such as to find their goods on the shelf and move down, and so on. However, the customer's A customer relationship management consultant (also IKEA's old customers), said: That may be the exit of the ice cream 1 yuan! He said that although the whole process of peak - the final experience
移动营业厅 Application Analysis
China Mobile's new business ideas
financial experience required, sales and service in one, focusing on sales and experience, focusing on three-way promotion, emphasizing high effect. Then we need to seize areas of service the customer's core needs and achieve the Service Department to benefit the marketing goals and create a pleasant experience for the customer journey two main objectives. Compared with the traditional 4P theory, the new 7P marketing theory in addition to traditional elements of service marketing product of marketing, channel, price and promotion factors, the increase of the service environment, service personnel, service process, the impact on customer satisfaction. The previous service of process is particularly concerned about the lack of links, the formation of gaps. In order to give customers a pleasant experience, service should the doctrine of passive pressure-service to wisdom and passion of active service changes can be subdivided into the following four specific areas (1) the concept of service: from inward to outward changes , that is, to manage service-oriented management system of norms and shift to customer-oriented, demand from the path of customer demand and service standards support. (2) Service Management: from the pressure transmission-type transformation to the Passion, that is to set targets and to convey orders, turning a passive implementation of the core to meet customer needs through research to reduce stress, turn pressure into motivation. (3) service system: the doctrine of transformation type to the signs, that is a broad style guidelines, the use of a wide range of service norms to regulate expression of different core services critical moment in the orientation of the different specifications. (4) service effectiveness: from barely get to experience pleasure, that of passive adaptation to the needs of customers to service and sales experience combined to meet customer
order to achieve the above goals, China Mobile will people experience the so-called good or bad experience with the proportion of the total length has nothing to do and experience. That is, if the peak period of experience, and at the end, your experience is pleasant, then you feel the whole experience is pleasant, even if the experience is more painful Overall experience! This is according to the peak - the final law, determine the customer experience and the core peak demand for the final time, emphasizing the focus on customer
after the 2) Effective does not mean good experience to experience, a valid decision to experience several factors: for the right clients to deal with their most pressing needs, delivery of your brand value, and ultimately, the customer leaves happy memories of my heart; (3) experience is an effective brand experience: a unique service to allow customers to differ, in order to have loyal customers.
many service enterprises have been successfully introduced a Let's look at McDonald's, Similarly, IKEA's Starbucks peak is So, although the entire service process in the These companies are China Mobile should learn from the example.
China Mobile's core services
is to allow customers to make better use of mobile communications products. Excellent customer service make the customer feel convenient, safe, good attitude, comfortable environment, try to make our customers throughout the service process to maintain pleasant, especially to ensure that customers on peak (business process, data services experience, purchase, etc.) and end ( left), the feelings are valid, the memory is good. Through the introduction of the / p>
second step, the end of the peak experience of Chinese and foreign enterprises service management customer success stories, the formation of reference;
peak end-Law
third step in the communication of client 100 Office of experience in general business areas, looking for problems breakthrough;
fourth step of a greater impact on customer perception of the crucial moment and the
fifth step, of customers in the Service standards and customer needs distance, perfect for the reference service specification proposals;
seventh step, according to meet customers .
crucial moment, and all the core needs of the conversion to the internal norms. I believe the pursuit of perfection will use China Mobile's services to create a unique brand of gold, and win more loyal customers!
use in classroom teaching strategies
reference to the concept of economics, re-defined in the classroom teaching of
teachers in general, Teachers for the The first is the creation of the physical classroom
beautify the classroom situation. Teachers serve as role models, teachers, students directly affect the mood meter. So first is the image of decency should be the creation of a beautiful situation. The second is to create humorous language context. Not demanding in this regard, conditional language teachers can play to make the gift to attract students, but usually not very serious and always will be a joke as long as the attention to language teachers concise, clear, concise, easy to understand can be. Finally, the class should create a healthy and harmonious emotional situation. There is always the same, the students strengths and weaknesses of the differences often are less able to inferiority complex, fear of the teacher in particular, always stay away. In this case, teachers should be treated equally to students when teaching, even for the less fortunate should be more encouraging students to question.
for the Lectures in front of the classroom when the content is sometimes encountered is extremely exciting and smooth, has been left to the students learning experience enjoyable, but in the end of class a little bit at the end of Shique a rush job but also in the after-school classes and even to the office on behalf of take. Feel a bit anticlimactic feeling. In fact, there are many ways the end of class.
(1) To the classroom at the end, to sum up the whole chapter, tail echo, stress, and deepen the theme. To be short and pithy summary of the language, highly concentrated, the finishing touch. In a short period of time, the exhaustion of the language generalize less to explain the main content. In this way, students can grasp the focus is on point. Classroom knowledge of what they hear and complete left a deep impression. This is a common mode of the classroom at the end, there will not repeat them.
(2) storytelling style
storytelling in China for hundreds of years of history, art of storytellers at the end of man is often lovely. Law of which the final sentence of the peak, Similarly, in the classroom can also be used when the end of some of the same way, suspense, closely attracted students. This end, the better to arouse students interest in learning, but also so that they can more consciously to do after school review.
(3) expand the type
much time in class, the capacity is very limited, and involves a wide range of textbooks, from astronomy to geography, the above philosophers, EMI, after bearing fragrant,
la gear police, if not broaden the teaching content appropriate,
la gear on sale, easy to introduce students to a very limited cognitive world. Therefore, the appropriate scope to expand their reading, broaden their horizons to become necessary. In short, reading is limited to textbooks is not enough, a good sense of the classroom at the end should also have the knowledge to guide the migration of students, expanding knowledge. Peak end-Law
(4) stimulate interest in the physiological type
accordance with the general knowledge, students can focus a high concentration of class time is about 30 minutes, a 45-minute class down, the students are already exhausted, in particular, is talking about the content of some relatively dry when this phenomenon is particularly evident, so if at the end of the time to give students some excitement, to re-stimulate their interest may well be a viable approach. Stimulate student interest in a lot of ways, such as sudden high reasonable lyrical tone, and as to the students to tell a story so relevant and lively.
(5) transitional
an article in the absence of the necessary transition, this article has become a bunch of scattered beads. Similarly, the classroom should be compact, but also pay attention to the interface before and after the transition. As a class, it's time to do a good job connecting link at the end of the work is very necessary. To do this, they need to do in the classroom at the end of the following aspects of the matter: ① clear the contents of the next lesson,
la gear light, objectives and teaching points. ② clear lesson of the lesson and the next relationship. ③ highlighted about the assignments and the intrinsic link between the content. Here in particular to remind that in the layout of the next lesson objectives, must be specific and must be operable. Otherwise, students may be without a head, not start.
(6) thematic
sublimation is taught only if the integrity of the blind pursuit of the content, the end point of the lack of eyes, then the student understanding of the article is often only stay on the surface of perceptual knowledge, the lack of rational sublimation. Therefore, if the dragon painted on the basis of the whole body in order to refine subtle, precise and vivid language courses dotting the end, will be more conducive to the text aims to guide students to understand, to comprehend the truth, the purpose of cultivating taste. Of course, the end of the classroom there are many methods, such as comparison charts, a small exercise, etc., they have their own strengths, but also the somewhat short, but also with the specific use of the actual situation. Rational use and management of Also warns that jobs in education, you can use other ways to deal with areas of education.
× significance
1, concerned about the learning experience of students and their teachers lecture
students experience the process should not be a mystery, not a good student job is completed, test scores and excellent access to the delight of the students learning experience. What they really care about that, only requires the teacher to follow some of the right steps. Old adage But what if you do not show it to measure the whole picture it? In considering the problem of the teacher when the customer experience will be the case,
la gear, the typical situation is: the teacher to focus too narrowly confined to the completion of their degree of lesson plans and homework assignments of the core performance of the above. For example, they may work with the theme of each error rate to measure student learning experience. Although these are useful to investigate, but they are far do not represent the overall situation. Teachers lack of experience on the impact of other aspects of student learning factors, but the concern is too common thing.
2, ignoring the cost of materials
when holding the same, sitting in the same clean classrooms, students not only the concern for test scores, but also the overall experience of classroom attention. So schools have to understand this experience. Did not experience the full attention of the students will have some negative factors in learning. Such as motivation to learn is not enough, the classroom atmosphere is not active, such as teacher-student relationship is not harmonious. Ultimately affect the performance of the entire teaching process - score or higher school. In addition, identify all the components of student experience is not enough. Must also understand the importance of these factors related to, and how they work together to promote active learning of students. To achieve this awareness level schools need to follow a strict process to reveal what the students really care about. And those schools or teachers should understand that they can decode them into a repeatedly tested the performance of their internal control framework.
final peak experience
*
economic hypothesis assumes people are rational, Discoverer of the laws of psychologist Daniel Kahn Man (DanielKahneman) won the 2002 Nobel Prize in economics.
example, there are many unpleasant IKEA shopping experience, such as buying only need to finish the entire piece of furniture stores, such as staff rarely, such as to find their goods on the shelf and move down, and so on. However, the customer's A customer relationship management consultant (also IKEA's old customers), said: That may be the exit of the ice cream 1 yuan! He said that although the whole process of peak - the final experience
* dominate the experience of a good or bad feelings, but with the total proportion of good and bad feelings and experience regardless of how long. That is, if the peak period of experience, and at the end, your experience is pleasant, then you feel the whole experience is pleasant, even if this experience Overall the feeling is more painful!
economics assumes people are rational, Discoverer of the laws of psychologists Daniel Kahn Man (DanielKahneman) won the 2002 Nobel Prize in economics.
If the peak - the final experience of the operation applied to the brand, the brand operating officer should be instructive.
Heng Yuan Xiang's product sales mainly concentrated in the terminals, supermarkets and stores. Consumers, the peak here - the final experience is good or bad, will determine the success or failure of sales, also related to the brand's vitality.
* peak - a wonderful experience
final two practices contribute to the peak for consumers - finally experience the wonderful, perhaps for your reference.
has two supermarkets and hypermarkets now common practice, first set up full-time Purchasing Guide, the first incentive for consumers to choose products, product introduction is the salesman. Purchasing Guide features full-time supermarket stores much more than that. There is such a perfect example. Purchasing Guide has a store, the day before the reduction in the stores serve customers, if customers buy the goods offered for sale next day, she told the customer, you can be selected later on me, and I care for you Well, please come tomorrow. The next day, the customer is coming, and sure enough price cuts, buy a cheap customers are naturally very pleased,
la lights, and this store and the brand has established a relationship. If the Purchasing Guide does not tell customers in advance, the next day people a pass, find themselves at a disadvantage, they will hate Heart,
la gears sneakers, this home store and the brand's reputation very influential, many century-old reputation is through the staff long-term vision and efforts to build up bit by bit. Have a good staff is the foundation of business success, look long-term temporary employees should be able to benefit by not moving. In fact, with the peak of this approach - the end coincides with the spirit of the law of the. The second approach is to set up full-time tally clerks, to collate product out like every day, so clean, full, eye-catching, filled out in a timely manner to facilitate customers to buy. Tally clerk sent dealers generally, are more familiar with the product. Also, try to adjust the price of those products may be elected for easy identification by consumers. Of course, not necessarily the price reduction notify consumers. Price rises, tally clerks and Purchasing Guide should tell consumers the information to allow consumers to make a reasonable choice. Essence of the brand leadership brand influence, brand only affect consumers, by consumers, a memory, it has a brand of leadership. Brand leadership brand for consumers depends on the influence of the size of memory depends on the number of consumer brands, depth. This brand to consumer experience is concentrated during the peak - on the final experience. So, let consumers in the peak - the end to keep the whole process even pleasurable consumer experience the brand is very important.
Example:
Heng Yuan Xiang in a few decades from a small yarn shop grow into a well-known enterprise group, it is because of perseverance to do employees affect the market, affecting consumers, and make consumers happy memories of the work. 70 years ago, both start-up period, Mr. Lai Shen Zhou, Ping Qiuping invited the famous master of knitting wool weaving, Huang Peiying edit the conduct of this and the core mission, Heng Yuan Xiang will be the future vision, hearing, taste, smell, touch the five senses to shape their own brand characteristics, influence consumers, and ultimately enhance the brand's influence, so that the cycle of brand leadership, enhanced.
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