{"id":11956,"date":"2012-03-28T16:08:47","date_gmt":"2012-03-28T16:08:47","guid":{"rendered":"https:\/\/www.sisinternational.com\/improving-customer-relations\/"},"modified":"2026-01-27T16:38:51","modified_gmt":"2026-01-27T21:38:51","slug":"%e9%a1%a7%e5%ae%a2%e9%96%a2%e4%bf%82%e3%81%ae%e6%94%b9%e5%96%84","status":"publish","type":"post","link":"https:\/\/www.sisinternational.com\/ja\/%e9%a1%a7%e5%ae%a2%e9%96%a2%e4%bf%82%e3%81%ae%e6%94%b9%e5%96%84\/","title":{"rendered":"\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u3001\u4e0d\u6e80\u3092\u6301\u3064\u9867\u5ba2\u3092\u559c\u3070\u305b\u308b\u65b9\u6cd5"},"content":{"rendered":"<figure class=\"gb-block-image gb-block-image-aca8416d\"><img loading=\"lazy\" decoding=\"async\" width=\"1456\" height=\"816\" class=\"gb-image gb-image-aca8416d\" src=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2.jpg\" alt=\"SIS \u56fd\u969b\u5e02\u5834\u8abf\u67fb\u3068\u6226\u7565\" title=\"Digital Customer Experience (2)\" srcset=\"https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2.jpg 1456w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-300x168.jpg 300w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-1024x574.jpg 1024w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-768x430.jpg 768w, https:\/\/www.sisinternational.com\/wp-content\/uploads\/2025\/08\/Digital-Customer-Experience-2-18x10.jpg 18w\" sizes=\"auto, (max-width: 1456px) 100vw, 1456px\"><\/figure>\n\n\n\n<p><\/p>\n\n\n<h2>\u9867\u5ba2\u306e\u4e0d\u6e80\u306f\u4f01\u696d\u306b\u3068\u3063\u3066\u6df1\u523b\u306a\u7d50\u679c\u3092\u3082\u305f\u3089\u3059\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/h2>\n<p>\u7279\u306b\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u306e\u53f0\u982d\u306b\u3088\u308a\u3001\u4e8b\u614b\u304c\u624b\u306b\u8ca0\u3048\u306a\u304f\u306a\u308b\u3053\u3068\u306f\u5bb9\u6613\u3067\u3042\u308b\u3002 <span style=\"font-weight: 400;\">\u4e0d\u6e80\u3092\u6301\u3063\u305f\u9867\u5ba2\u306b\u95a2\u3057\u3066\u306f<\/span>\u305f\u3060\u3057\u3001\u554f\u984c\u304c\u6e80\u8db3\u306e\u3044\u304f\u5f62\u3067\u8fc5\u901f\u306b\u89e3\u6c7a\u3055\u308c\u308c\u3070\u3001\u4e0d\u6e80\u3092\u6301\u3063\u305f\u9867\u5ba2\u306f\u3088\u308a\u5f37\u56fa\u306a\u9867\u5ba2\u95a2\u4fc2\u3092\u69cb\u7bc9\u3059\u308b\u6a5f\u4f1a\u306b\u3082\u306a\u308a\u5f97\u307e\u3059\u3002<\/p>\n<p><span style=\"font-weight: 400;\">\u4e0d\u6e80\u3092\u6301\u3063\u305f\u9867\u5ba2\u304c\u3044\u308b\u3068\u3001\u9867\u5ba2\u3092\u5931\u3044\u3001\u9867\u5ba2\u751f\u6daf\u4fa1\u5024\u304c\u5931\u308f\u308c\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u60aa\u3044\u53e3\u30b3\u30df\u3082\u5e83\u307e\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u304c 1 \u3064\u5931\u6557\u3059\u308b\u3068\u3001\u305d\u308c\u304c\u516c\u306b\u306a\u308a\u3001\u4ed6\u306e\u9867\u5ba2\u306e\u6012\u308a\u3092\u62db\u304f\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<h2>\u305d\u308c\u306f\u00a0<em>\u4f55<\/em> \u9867\u5ba2\u3068\u306e\u3084\u308a\u53d6\u308a\u3067\u8d77\u3053\u308b\u3053\u3068\u3067\u3059\u304c\u3001\u00a0<em>\u3069\u3046\u3084\u3063\u3066<\/em> \u4f1a\u793e\u306f\u72b6\u6cc1\u306b\u5bfe\u51e6\u3057\u307e\u3059\u3002<\/h2>\n<p><span style=\"font-weight: 400;\">\u3069\u306e\u30d3\u30b8\u30cd\u30b9\u3067\u3082\u3001\u7c21\u5358\u306b\u306f\u30b3\u30f3\u30c8\u30ed\u30fc\u30eb\u3067\u304d\u306a\u3044\u5909\u6570\u306f\u6570\u591a\u304f\u3042\u308a\u307e\u3059\u3002\u822a\u7a7a\u4f1a\u793e\u306e\u4f8b\u3092\u8003\u3048\u3066\u307f\u307e\u3057\u3087\u3046\u3002\u822a\u7a7a\u4f1a\u793e\u304c\u3001\u30d5\u30e9\u30a4\u30c8\u4e2d\u306e\u9867\u5ba2\u4f53\u9a13\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u3059\u3079\u3066\u306e\u8981\u56e0\u3092\u30b3\u30f3\u30c8\u30ed\u30fc\u30eb\u3059\u308b\u306e\u306f\u56f0\u96e3\u3067\u3059\u3002\u822a\u7a7a\u4f1a\u793e\u306f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306b\u3064\u3044\u3066\u306f\u3042\u308b\u7a0b\u5ea6\u30b3\u30f3\u30c8\u30ed\u30fc\u30eb\u3067\u304d\u307e\u3059\u304c\u3001\u77f3\u6cb9\u4fa1\u683c\u306e\u5909\u52d5\u3001\u4e88\u6e2c\u3067\u304d\u306a\u3044\u5929\u5019\u3084\u6a5f\u68b0\u306e\u9045\u5ef6\u3001\u4e57\u5ba2\u306e\u4e71\u66b4\u306a\u632f\u308b\u821e\u3044\u306a\u3069\u306e\u5f71\u97ff\u306b\u3064\u3044\u3066\u306f\u3042\u307e\u308a\u5bfe\u51e6\u3067\u304d\u307e\u305b\u3093\u3002<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u591a\u304f\u306e\u4f01\u696d\u306f\u3001\u4f01\u696d\u3068\u9867\u5ba2\u3068\u306e\u4ea4\u6d41\u306e\u5f37\u3055\u3001\u305d\u3057\u3066\u30d3\u30b8\u30cd\u30b9\u306e\u6210\u9577\u306b\u304a\u3051\u308b\u95a2\u4fc2\u3084\u7d4c\u9a13\u306b\u4f9d\u5b58\u3057\u3066\u3044\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u5371\u6a5f\u304c\u767a\u751f\u3059\u308b\u3068\u3001\u3053\u308c\u3089\u306e\u5909\u6570\u304c\u6700\u3082\u8105\u304b\u3055\u308c\u308b\u3053\u3068\u304c\u3088\u304f\u3042\u308a\u307e\u3059\u3002\u4e0d\u6e80\u3092\u6301\u3063\u305f\u9867\u5ba2\u306e\u6f5c\u5728\u7684\u306a\u5f71\u97ff\u306f\u3001\u6709\u5f62\u7121\u5f62\u306e\u4e21\u9762\u3067\u5e83\u7bc4\u56f2\u306b\u53ca\u3076\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u306b\u306f\u3001\u6e80\u8db3\u5ea6\u3068\u5fe0\u8aa0\u5fc3\u306e\u55aa\u5931\u304c\u542b\u307e\u308c\u307e\u3059\u3002<\/span><\/li>\n<\/ul>\n<ul>\n<li>\u58f2\u4e0a\u306e\u640d\u5931<\/li>\n<li>\u30d6\u30e9\u30f3\u30c9\u4fa1\u5024\u306e\u55aa\u5931<\/li>\n<li>\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u304b\u3089\u306e\u6295\u8cc7\u53ce\u76ca\u7387\u306e\u4f4e\u4e0b<\/li>\n<li>\u300c\u9867\u5ba2\u751f\u6daf\u4fa1\u5024\u300d\u306e\u4f4e\u4e0b<\/li>\n<\/ul>\n<h2>\u4e0d\u6e80\u3092\u6301\u3063\u305f\u9867\u5ba2\u3078\u306e\u5bfe\u5fdc\u306b\u95a2\u3059\u308b\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9:<\/h2>\n<h3>1. \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306e\u30e2\u30c1\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u9ad8\u3081\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">Inspiring\u00a0and motivating your staff towards the priority of keeping, delighting, and growing <a href=\"https:\/\/www.sisinternational.com\/ja\/financial-services-consulting\/financial-services-customer-satisfaction\/\" title=\"Financial Services Customer Satisfaction\"  data-wpil-monitor-id=\"7504\">customers across the company\u2019s product or service<\/a> lines can help. \u00a0Staff should understand that the cost of acquiring new customers is much more expensive than keeping happy customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Managers can train service professionals to engage with a crisis in a <a href=\"https:\/\/www.sisinternational.com\/ja\/%e9%a1%a7%e5%ae%a2%e6%ba%80%e8%b6%b3%e5%ba%a6%e5%88%86%e6%9e%90\/\" title=\"\u5c0f\u58f2\u696d\u306b\u304a\u3051\u308b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u9ad8\u3081\u308b8\u3064\u306e\u65b9\u6cd5\"  data-wpil-monitor-id=\"5438\">way that builds rapport with customers<\/a>.<\/span><\/p>\n<h3>2. \u5171\u611f\u3092\u4fc3\u9032\u3059\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u82e6\u60c5\u306e\u80cc\u5f8c\u306b\u3042\u308b\u611f\u60c5\u7684\u306a\u80cc\u666f\u3092\u7406\u89e3\u3057\u3001\u654f\u611f\u306b\u306a\u308b\u3053\u3068\u306f\u3001\u5927\u304d\u306a\u30e1\u30ea\u30c3\u30c8\u306b\u306a\u308a\u307e\u3059\u3002\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u304c\u30d7\u30ed\u30c8\u30b3\u30eb\u3084\u30dd\u30ea\u30b7\u30fc\u306e\u307f\u3067\u8003\u3048\u3001\u3088\u308a\u5171\u611f\u7684\u306a\u5bfe\u5fdc\u304c\u6b63\u3057\u3044\u5834\u5408\u306b\u30df\u30b9\u304c\u767a\u751f\u3059\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u5834\u5408\u306b\u3088\u3063\u3066\u306f\u3001\u6012\u3063\u3066\u3044\u308b\u30af\u30e9\u30a4\u30a2\u30f3\u30c8\u3084\u9867\u5ba2\u304c\u611f\u60c5\u7684\u306a\u53cd\u5fdc\u306b\u57fa\u3065\u3044\u3066\u53cd\u5fdc\u3057\u3066\u304a\u308a\u3001\u8b1d\u7f6a\u3084\u5f7c\u3089\u306e\u5473\u65b9\u3067\u3042\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3059\u308b\u3053\u3068\u3067\u306a\u3060\u3081\u3089\u308c\u308b\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<h3>3. \u52b9\u679c\u7684\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u78ba\u4fdd<\/h3>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u3092\u5931\u3046\u6700\u3082\u5927\u304d\u306a\u8981\u56e0\u306f\u3001\u5f93\u696d\u54e1\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u4e0d\u8db3\u3067\u3042\u308b\u3053\u3068\u304c\u591a\u3044\u3067\u3059\u3002\u9867\u5ba2\u3092\u8cac\u3081\u308b\u3068\u3001\u9867\u5ba2\u3092\u5931\u3046\u53ef\u80fd\u6027\u304c\u9ad8\u307e\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u306e\u6012\u308a\u3092\u3055\u3089\u306b\u9ad8\u3081\u3001\u30d6\u30e9\u30f3\u30c9\u306b\u516c\u7684\u306a\u30c0\u30e1\u30fc\u30b8\u3092\u4e0e\u3048\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002\u7ba1\u7406\u8005\u306f\u3001\u51b7\u9759\u306b\u554f\u984c\u306b\u5bfe\u51e6\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u3092\u53d6\u308a\u623b\u3059\u306e\u306b\u5f79\u7acb\u3064\u80af\u5b9a\u7684\u306a\u4fa1\u5024\u3092\u4f1d\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u9069\u5207\u306a\u30b9\u30bf\u30c3\u30d5\u3092\u9867\u5ba2\u3068\u306e\u63a5\u70b9\u306b\u914d\u7f6e\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<h3>4. \u67d4\u8edf\u6027\u3092\u91cd\u8996\u3059\u308b<\/h3>\n<p><span style=\"font-weight: 400;\">\u9069\u5207\u306a\u5834\u5408\u306b\u306f\u67d4\u8edf\u306b\u5bfe\u5fdc\u3059\u308b\u59ff\u52e2\u3092\u5968\u52b1\u3059\u308b\u3053\u3068\u306f\u6709\u76ca\u3067\u3059\u3002\u4f55\u3092\u4e0e\u3048\u305f\u308a\u4ea4\u6e09\u3057\u305f\u308a\u3067\u304d\u308b\u304b\u306b\u3064\u3044\u3066\u9069\u5207\u306a\u8a08\u753b\u3068\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30c8\u3059\u308b\u9867\u5ba2\u7d1b\u4e89\u3092\u89e3\u6c7a\u3067\u304d\u308b\u5834\u5408\u304c\u3042\u308a\u307e\u3059\u3002\u5834\u5408\u306b\u3088\u3063\u3066\u306f\u3001\u77ed\u671f\u7684\u306a\u8b72\u6b69\u306f\u9577\u671f\u9867\u5ba2\u3092\u5931\u3046\u3088\u308a\u3082\u5c11\u306a\u3044\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u6700\u524d\u7dda\u306b\u3044\u308b\u30b9\u30bf\u30c3\u30d5\u306b\u3001\u9867\u5ba2\u3092\u6e80\u8db3\u3055\u305b\u308b\u65b9\u6cd5\u3067\u7d1b\u4e89\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u4ea4\u6e09\u3057\u3001\u59a5\u5f53\u306a\u8b72\u6b69\u3092\u884c\u3048\u308b\u6a29\u9650\u3092\u4e0e\u3048\u3066\u304f\u3060\u3055\u3044\u3002\u9867\u5ba2\u3092\u6e80\u8db3\u3055\u305b\u308b\u3053\u3068\u306b\u3088\u308b\u9577\u671f\u7684\u306a\u5229\u76ca\u306f\u3001\u8fd4\u91d1\u3001\u7121\u6599\u8fd4\u54c1\u3001\u305d\u306e\u4ed6\u306e\u8ce0\u511f\u306e\u5f53\u9762\u306e\u30b3\u30b9\u30c8\u3092\u306f\u308b\u304b\u306b\u4e0a\u56de\u308a\u307e\u3059\u3002 <\/span><\/p>\n<h2>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306e\u8cea<\/h2>\n<p><span style=\"font-weight: 400;\">\u30ab\u30b9\u30bf\u30de\u30fc \u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u306b\u6b21\u306e\u8cc7\u8cea\u3092\u8eab\u306b\u3064\u3051\u3055\u305b\u308b\u3053\u3068\u306f\u3001\u5371\u6a5f\u306e\u969b\u306b\u4fe1\u983c\u3092\u7bc9\u304f\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u5171\u611f<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u793c\u5100\u6b63\u3057\u3055<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u656c\u610f<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u30d7\u30ed\u30d5\u30a7\u30c3\u30b7\u30e7\u30ca\u30ea\u30ba\u30e0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u7a4d\u6975\u6027<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u6ce8\u610f\u529b<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u5fdc\u7b54\u6027<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u5fcd\u8010<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u80fd\u529b<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u52a9\u3051\u3088\u3046\u3068\u3059\u308b\u610f\u6b32<\/span><\/li>\n<\/ul>\n<h2>\u3057\u3066\u306f\u3044\u3051\u306a\u3044\u3053\u3068<\/h2>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">\u72b6\u6cc1\u3092\u907f\u3051\u305f\u308a\u904e\u5c0f\u8a55\u4fa1\u3057\u305f\u308a\u3059\u308b<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 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400;\">\u6012\u3063\u3066\u3044\u308b\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u3092\u7ba1\u7406\u3059\u308b\u3053\u3068\u306f\u3001\u5371\u6a5f\u306b\u898b\u305b\u304b\u3051\u305f\u30c1\u30e3\u30f3\u30b9\u3067\u3042\u308b\u3053\u3068\u304c\u3088\u304f\u3042\u308a\u307e\u3059\u3002\u554f\u984c\u306b\u52b9\u679c\u7684\u306b\u5bfe\u51e6\u3059\u308b\u3068\u3001\u30d6\u30e9\u30f3\u30c9\u8a8d\u77e5\u5ea6\u304c\u5411\u4e0a\u3057\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u6012\u3063\u305f\u9867\u5ba2\u304c\u30bd\u30fc\u30b7\u30e3\u30eb 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