发布于 2016年01月27日
互联网转型这事儿，老大首先要想明白，但是真正执行下去，团队也要受到互联网的教育。我给团队布置了作业，让大家都去使用互联网产品。比如办公用品要在117.25.135天猫下单，高管团队去当Uber司机。
以前家装行业的沟通都是靠设计师，设计师在演变过程中呢，成为了一个利益群体。他们有自己认识的材料商，都是有佣金关系的。这种情况下，企业和客户之间其实去中间化非常麻烦。设计师很容易和消费者交朋友，我告诉你，我们公司可黑了，我们公司这100块钱东西非卖180块钱，顾客一下就跟他拉近距离了觉得这个人跟太好了。
所以家装业为什么做不大？最大的企业才20亿，很重要的原因就是没法标准化，老要跟内部员工博弈。为此博洛尼做了一个非常重要的产品线，包括50套住宅，8个风格，每个风格都是跟意大利、日本或德国的设计师一起合作的，我们刚刚收购了德国一个90年历史的公司，最后结合成了50套标准的方案，这样我们对设计师的依赖就没有了。
这只是一个开始，家装是一个体验式产品。前期产品只是卖掉一半，后期基本上没有满意的，回头客很少。以前是层层级级，现在我们负责人直接跟小工长沟通，设定一个时间轴，把整个施工过程分成七个大的节点，每个节点需要顾客确认，每个节点里面有12个小节点，现场施工的工人必须把12张照片拍出来供对比。如果他能说服顾客按五星级通过，工资一秒钟就能到手机上。过去小工长和工人可能要过好几个月才能结到钱，所以我们就想，你只要能说服顾客给五星级点赞，你就能够一秒钟到帐，这一个动作，我们的服务就发生了翻天覆地的变化。
因为想让顾客给五星很不容易，只要有一点不满意的地方，你就很难达到。所以工人工作起来就特别积极，同时他为了获得这个五星级点赞，还会给很多额外的服务，所以我们给了他们一系列的攻略，这是跟Uber和滴滴学的。比如说开车门、戴白手套、一进来的时候就帮顾客的手机进行充电。其实他们什么也没损失，就多做了一点事儿，但是更容易得到五星级评价。所以超预期的服务，是顾客口碑转介绍的核心。五星级酒店给五星级服务是应该的，谁也不会传播。但是一星级酒店给五星级的服务就有人愿意传播了，这就是最重要的核心。
连续七个节点，能让顾客五星级点赞通过，最后一个大的节点施工完成，还能让顾客五星级通过而且转朋友圈，就能得到我们的奖励。以前我们是打电话调研，问顾客说你对我们的服务满意吗？但是现在我们说了，没有朋友圈分享的就不是好的服务。我们留了一笔很大的奖金库。对于工人来说5000块钱是一个额外的收入，他如果能做到5000块钱也是一秒钟到帐。
一个高颜值、高性价比的产品，加上超预期的服务，再加上顾客转介绍的激励机制，这基本上就算是相对完整的一个模式了。
还有一点是，这个模式背后有一个关键问题，就是组织结构的变化，这个是以前所没注意的。我们做了一个参与感的群，让顾客来参与研发，结果发现它成了一个投诉群，在500个顾客的群里面投诉，群体效应太厉害了。我们也不敢把群关掉，所以我们处理速度就无比快，最后这个顾客的群变成了处理售后的地方。这件事儿我们坚持下来了，公司所有人的反应速度都极快。最后给了我们一个感觉是，外部管理内部其实有合理之处。
高颜值的产品、超出预期的服务、外部倒逼内部管理的组织管理模式变革，是真正保证你在这个互联网时代，真正能够留下并成为最终胜者所必须的。
117.25.135.1 36.251.138.1
117.25.135.2 36.251.138.2
117.25.135.3 36.251.138.3
117.25.135.4 36.251.138.4
117.25.135.5 36.251.138.5
117.25.135.6 36.251.138.6
117.25.135.7 36.251.138.7
117.25.135.8 36.251.138.8
117.25.135.9 36.251.138.9
117.25.135.10 36.251.138.10
117.25.135.11 36.251.138.11
117.25.135.12 36.251.138.12
117.25.135.13 36.251.138.13
117.25.135.14 36.251.138.14
117.25.135.15 36.251.138.15
117.25.135.16 36.251.138.16
117.25.135.17 36.251.138.17
117.25.135.18 36.251.138.18
117.25.135.19 36.251.138.19
117.25.135.20 36.251.138.20
117.25.135.21 36.251.138.21
117.25.135.22 36.251.138.22
117.25.135.23 36.251.138.23
117.25.135.24 36.251.138.24
117.25.135.25 36.251.138.25
117.25.135.26 36.251.138.26
117.25.135.27 36.251.138.27
117.25.135.28 36.251.138.28
117.25.135.29 36.251.138.29
117.25.135.30 36.251.138.30
117.25.135.31 36.251.138.31
117.25.135.32 36.251.138.32
117.25.135.33 36.251.138.33
117.25.135.34 36.251.138.34
117.25.135.35 36.251.138.35
117.25.135.36 36.251.138.36
117.25.135.37 36.251.138.37
117.25.135.38 36.251.138.38
117.25.135.39 36.251.138.39
117.25.135.40 36.251.138.40
117.25.135.41 36.251.138.41
117.25.135.42 36.251.138.42
117.25.135.43 36.251.138.43
117.25.135.44 36.251.138.44
117.25.135.45 36.251.138.45
117.25.135.46 36.251.138.46
117.25.135.47 36.251.138.47
117.25.135.48 36.251.138.48
117.25.135.49 36.251.138.49
117.25.135.50 36.251.138.50
117.25.135.51 36.251.138.51
117.25.135.52 36.251.138.52
117.25.135.53 36.251.138.53
117.25.135.54 36.251.138.54
117.25.135.55 36.251.138.55
117.25.135.56 36.251.138.56
117.25.135.57 36.251.138.57
117.25.135.58 36.251.138.58
117.25.135.59 36.251.138.59
117.25.135.60 36.251.138.60
117.25.135.61 36.251.138.61
117.25.135.62 36.251.138.62
117.25.135.63 36.251.138.63
117.25.135.64 36.251.138.64
117.25.135.65 36.251.138.65
117.25.135.66 36.251.138.66
117.25.135.67 36.251.138.67
117.25.135.68 36.251.138.68
117.25.135.69 36.251.138.69
117.25.135.70 36.251.138.70
117.25.135.71 36.251.138.71
117.25.135.72 36.251.138.72
117.25.135.73 36.251.138.73
117.25.135.74 36.251.138.74
117.25.135.75 36.251.138.75
117.25.135.76 36.251.138.76
117.25.135.77 36.251.138.77
117.25.135.78 36.251.138.78
117.25.135.79 36.251.138.79
117.25.135.80 36.251.138.80
117.25.135.81 36.251.138.81
117.25.135.82 36.251.138.82
117.25.135.83 36.251.138.83
117.25.135.84 36.251.138.84
117.25.135.85 36.251.138.85
117.25.135.86 36.251.138.86
117.25.135.87 36.251.138.87
117.25.135.88 36.251.138.88
117.25.135.89 36.251.138.89
117.25.135.90 36.251.138.90
117.25.135.91 36.251.138.91
117.25.135.92 36.251.138.92
117.25.135.93 36.251.138.93
117.25.135.94 36.251.138.94
117.25.135.95 36.251.138.95
117.25.135.96 36.251.138.96
117.25.135.97 36.251.138.97
117.25.135.98 36.251.138.98
117.25.135.99 36.251.138.99
117.25.135.100 36.251.138.100
117.25.135.101 36.251.138.101
117.25.135.102 36.251.138.102
117.25.135.103 36.251.138.103
117.25.135.104 36.251.138.104
117.25.135.105 36.251.138.105
117.25.135.106 36.251.138.106
117.25.135.107 36.251.138.107
117.25.135.108 36.251.138.108
117.25.135.109 36.251.138.109
117.25.135.110 36.251.138.110
117.25.135.111 36.251.138.111
117.25.135.112 36.251.138.112
117.25.135.113 36.251.138.113
117.25.135.114 36.251.138.114
117.25.135.115 36.251.138.115
117.25.135.116 36.251.138.116
117.25.135.117 36.251.138.117
117.25.135.118 36.251.138.118
117.25.135.119 36.251.138.119
117.25.135.120 36.251.138.120
117.25.135.121 36.251.138.121
117.25.135.122 36.251.138.122
117.25.135.123 36.251.138.123
117.25.135.124 36.251.138.124
117.25.135.125 36.251.138.125
117.25.135.126 36.251.138.126
117.25.135.127 36.251.138.127
117.25.135.128 36.251.138.128
117.25.135.129 36.251.138.129
117.25.135.130 36.251.138.130
117.25.135.131 36.251.138.131
117.25.135.132 36.251.138.132
117.25.135.133 36.251.138.133
117.25.135.134 36.251.138.134
117.25.135.135 36.251.138.135
117.25.135.136 36.251.138.136
117.25.135.137 36.251.138.137
117.25.135.138 36.251.138.138
117.25.135.139 36.251.138.139
117.25.135.140 36.251.138.140
117.25.135.141 36.251.138.141
117.25.135.142 36.251.138.142
117.25.135.143 36.251.138.143
117.25.135.144 36.251.138.144
117.25.135.145 36.251.138.145
117.25.135.146 36.251.138.146
117.25.135.147 36.251.138.147
117.25.135.148 36.251.138.148
117.25.135.149 36.251.138.149
117.25.135.150 36.251.138.150
117.25.135.151 36.251.138.151
117.25.135.152 36.251.138.152
117.25.135.153 36.251.138.153
117.25.135.154 36.251.138.154
117.25.135.155 36.251.138.155
117.25.135.156 36.251.138.156
117.25.135.157 36.251.138.157
117.25.135.158 36.251.138.158
117.25.135.159 36.251.138.159
117.25.135.160 36.251.138.160
117.25.135.161 36.251.138.161
117.25.135.162 36.251.138.162
117.25.135.163 36.251.138.163
117.25.135.164 36.251.138.164
117.25.135.165 36.251.138.165
117.25.135.166 36.251.138.166
117.25.135.167 36.251.138.167
117.25.135.168 36.251.138.168
117.25.135.169 36.251.138.169
117.25.135.170 36.251.138.170
117.25.135.171 36.251.138.171
117.25.135.172 36.251.138.172
117.25.135.173 36.251.138.173
117.25.135.174 36.251.138.174
117.25.135.175 36.251.138.175
117.25.135.176 36.251.138.176
117.25.135.177 36.251.138.177
117.25.135.178 36.251.138.178
117.25.135.179 36.251.138.179
117.25.135.180 36.251.138.180
117.25.135.181 36.251.138.181
117.25.135.182 36.251.138.182
117.25.135.183 36.251.138.183
117.25.135.184 36.251.138.184
117.25.135.185 36.251.138.185
117.25.135.186 36.251.138.186
117.25.135.187 36.251.138.187
117.25.135.188 36.251.138.188
117.25.135.189 36.251.138.189
117.25.135.190 36.251.138.190
117.25.135.191 36.251.138.191
117.25.135.192 36.251.138.192
117.25.135.193 36.251.138.193
117.25.135.194 36.251.138.194
117.25.135.195 36.251.138.195
117.25.135.196 36.251.138.196
117.25.135.197 36.251.138.197
117.25.135.198 36.251.138.198
117.25.135.199 36.251.138.199
117.25.135.200 36.251.138.200
117.25.135.201 36.251.138.201
117.25.135.202 36.251.138.202
117.25.135.203 36.251.138.203
117.25.135.204 36.251.138.204
117.25.135.205 36.251.138.205
117.25.135.206 36.251.138.206
117.25.135.207 36.251.138.207
117.25.135.208 36.251.138.208
117.25.135.209 36.251.138.209
117.25.135.210 36.251.138.210
117.25.135.211 36.251.138.211
117.25.135.212 36.251.138.212
117.25.135.213 36.251.138.213
117.25.135.214 36.251.138.214
117.25.135.215 36.251.138.215
117.25.135.216 36.251.138.216
117.25.135.217 36.251.138.217
117.25.135.218 36.251.138.218
117.25.135.219 36.251.138.219
117.25.135.220 36.251.138.220
117.25.135.221 36.251.138.221
117.25.135.222 36.251.138.222
117.25.135.223 36.251.138.223
117.25.135.224 36.251.138.224
117.25.135.225 36.251.138.225
117.25.135.226 36.251.138.226
117.25.135.227 36.251.138.227
117.25.135.228 36.251.138.228
117.25.135.229 36.251.138.229
117.25.135.230 36.251.138.230
117.25.135.231 36.251.138.231
117.25.135.232 36.251.138.232
117.25.135.233 36.251.138.233
117.25.135.234 36.251.138.234
117.25.135.235 36.251.138.235
117.25.135.236 36.251.138.236
117.25.135.237 36.251.138.237
117.25.135.238 36.251.138.238
117.25.135.239 36.251.138.239
117.25.135.240 36.251.138.240
117.25.135.241 36.251.138.241
117.25.135.242 36.251.138.242
117.25.135.243 36.251.138.243
117.25.135.244 36.251.138.244
117.25.135.245 36.251.138.245
117.25.135.246 36.251.138.246
117.25.135.247 36.251.138.247
117.25.135.248 36.251.138.248
117.25.135.249 36.251.138.249
117.25.135.250 36.251.138.250
117.25.135.251 36.251.138.251
117.25.135.252 36.251.138.252
117.25.135.253 36.251.138.253
117.25.135.254 36.251.138.254
2来源：厦门服务器租用 日期：