大師輕鬆讀 NO.1069 為愛設計

詳細資訊

重點導讀　Main Idea
釋放最強大商業力量的究極心法
How to Unleash the Most Powerful Force in Business
一切都是體驗，如果沒有愛，再有效率也沒有意義。
Everything is an experience. Without love built into it, efficiency alone carries no meaning.

Chapter 1 運用核心引擎：體驗→行為→成果
Use the core engine: Experience → Behavior → Outcome
人們不是經過深思熟慮才行動，而是根據經驗和感受依本能行事。如果你想要更好的成果，就得設計更好的體驗。
People don't carefully think their way into action. Rather, they act instinctively, based on what they experience and feel. If you want better outcomes, design better experiences.

Chapter 2 理解愛能帶來結果
Understand that love drives results
大多數企業領導者往往只追求「好」，但這根本改變不了任何事。真正應該追求的，是讓人由衷喜愛的極致正面體驗。愛是一種預測能力，不是一種感受。
Most business leaders tend to aim for "good" but that doesn't move the needle. Aim for extreme positive experiences that people love. Love is a predictive force, not a feeling.

Chapter 3 建立基本的DLI單位：接觸點→時刻→體驗
Build the basic DLI unit: Touchpoints → Moments → Experiences
你的工作不是創造一個精采片段，而是設計一連串的接觸點，讓這些精采片段結合起來，創造令人難忘的體驗。
Your job is not to create one great moment. Instead, design a consistent set of touchpoints that create great moments which combine into a memorable experience.

Chapter 4 將領導者視為體驗創造者
See leaders as experience makers
領導者不是管理者，也不是策略家，而是體驗創造者。無論是有心或無意，你總是在設計及提供顧客體驗。
Leaders are not managers or strategists. They are experience makers. You are always designing and delivering customer experiences, either intentionally or by default.

Chapter 5 為5分設計，而非3分
Design for 5's, not 3's
大多數組織專注於解決問題：從2分提升到3分。別再這麼做了。問問自己：「如何創造5分體驗？」然後著手複製及實現它。
Most organizations focus on fixing problems, moving froma2 toa3. Forget about that. Ask "What creates a 5?" and then get busy replicating and delivering that.

Chapter 6 將愛當作系統，而非感覺
View love as a system, not a feeling
愛不是虛無飄渺的情感，也不是偶然發生。愛是一套商業系統，經過設計、強化，以及逐步擴大，可以一次又一次反覆出現。
Love is not emotional fluff. Nor is it accidental. Love is a business system that is designed, reinforced, and then progressively scaled. That way it shows up again and again.

Chapter 7 善用DLI為愛設計系統
Use the DLI system astutely
為愛設計（DLI ）是一個全面的系統。你要設計的是能引發愛的卓越體驗，不僅只是心滿意足而已。DLI應該成為你的企業文化、品牌形象和成長引擎。
Design Love in or DLI is the overarching system. You design great experiences that lead to love, not merely satisfaction. DLI should become your culture, brand, and growth engine.

延伸閱讀 Extended Reading
打造品牌體驗
Building Brand Experience
全心投入的員工，才能帶來死心塌地的顧客，這是建立顧客忠誠度與不斷創造企業獲利的不二法門。
It takes fully engaged employees to win fiercely loyal customers—and that's the real key to lasting loyalty and sustained profitability.

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