“不良利润”是以损害客户关系为代价换来的利润。如果客户觉得待遇不周,则产生的利润就是不良的。不良利润源于不公平或误导性定价,试图降低客户体验的质量来省钱,向客户榨取价值而非创造价值。在许多公司,超过30%的客户可归入此类。良性利润截然不同。如果客户自愿回头购买更多产品与服务——不仅如此,客户还建议其他人购买,这样公司便实现了良性利润。实际上,满意的客户变成了公司营销部门的一部分,他们成为了推介型客户。 “Bad profit ” is the profit at the expense of customer relationship. If customers feel that treatment is not good, then the profit is bad. Bad profits stem from unfair or misleading pricing, trying to reduce the quality of the customer experience to save money, squeezing value from customers rather than creating value. In many companies, more than 30% of clients fall into this category. Benign profits are quite different. If customers voluntarily turn back to buying more products and services - not only that, the customer also suggests that others buy it, so that the company achieves a healthy profit. In fact, satisfied customers become part of the company’s marketing department and they become referral customers.