翻訳者レビュー ( 日本語 → 英語 )

日本語

様々な趣向を凝らしたサービスも登場し、消費者の満足は商品そのものに加えて商品を購入する上でのプロセスを重要視する時代に突入しました。そのプロセスにおいて最も重要なのは現場スタッフとの接点です。

接点において不満を感じたお客様は2度と来店しないだけでなく、その不満を自分の周囲の人間に伝えます。

『お客様の満足度に影響を与えている接点』はサービスを体験したお客様自身しか知り得ない情報なのです。

その瞬間に商品購入や再来店を決めると言っても過言ではありません。

英語

Even services with elaborated features have been introduced, and we have now entered the era whereby process of shopping is as important as the products themselves for the consumer to feel satisfied. The most important factor in the said process is a communication with the staff members.

The customers who have been made unpleasant by the staff members will never return to the shop. On top of that, they will pass around the complaints among people they know.

"The communications that affect customers' satisfactions" are the information which can be understood only by the customers who themselves experienced the services.

It is not too much to say that customers decide whether to return to the shop or to buy the product in the shop at that specific moment.