[精选]客户满意度测量（PPT47页）(1).pptx

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1、主讲人:TomMoormann,PhD,FLMIDirector,OrganizationalAssessment，LOMA客户满意度测量MeasuringCustomerSatisfactionAgenda讲程安排Whatiscustomersatisfaction/whyisitimportant?什么是客户满意度/它为什么重要CustomerSatisfactionSurvey客户满意度调查ProcessPerformanceMeasurements进行绩效测量Analyzingsurveyresults(andotherme

2、trics)分析调查结果（和其它与测量有关的东西）Usingresultstomanagecustomersatisfaction利用调查结果进行客户满意户管理CustomerSatisfactionMeasurementSystems客户满意度测量系统Wrap-up总结客户满意度CustomerSatisfactionWhatiscustomersatisfaction?什么是客户满意度Satisfactionisafeelingaboutsomething满意度是对某种事物的一种感觉Potentialobjectsofsatis

3、faction满意度的潜在目标Theoverallrelationshipwiththecompany与公司的总体关系Withaspecifictransaction与一次特定的交易的总体关系Withthecompany’sservice与公司服务Withthecompany’sproduct(s)与公司产品Withtheagentorbroker与代理或经纪人etc.等等CustomerSatisfaction客户满意度Iscustomersatisfactionimportant?客户满意度重要吗？Byitself,no.本身—

4、—不重要Satisfactionisnothigherrevenueorlowercosts满意度既不是更高的收入也不是更低的成本Youcannotinfluencesatisfactiondirectly.你不能直接影响满意度However,satisfiedcustomersareimportant.但是，满意的客户是重要的.CustomerSatisfaction客户满意度客户满意度CustomerSatisfactionSatisfiedcustomersgeneratemorerevenueandcostlesstoser

5、vice.满意的客户为公司服务创造更多的收入和更低的成本。RevenueStreams收入PremiumPayments保费付款PurchaseMoreProducts-购买更多的产品ReferralSales--指定销售CostStreams成本ProductCosts-产品成本CosttoAttractCustomer-吸引客户的成本-CosttoRetainCustomer-保留客户的成本CustomerSatisfaction客户满意度TheServiceProfitChain服务利润链CustomerSatisfactio

6、n客户满意度Profitability利润CustomerLoyalty客户忠诚度PerformanceExpectationsGap绩效期望差距CustomerValue客户价值SatisfactionMeasurementSystem:满意度测量系统：Variousmeansofgatheringinformationrelated收集与服务利润链有关信息的totheServiceProfitChain多种方法CustomerSatisfactionandCustomerValue客户满意度和客户价值绩效标准操作标准客户期望C

7、ustomerOperationalPerformanceCustomerSatisfactionandCustomerValue客户满意度和客户价值IdentifyingandMeasuringCustomerExpectations分辩并联测量客户期望SourcesofInformation信息的来源TypesofExpectations期望的种类客户CustomerCustomerExpectations客户期望CustomerContact联系客户Complaints投诉PrimaryResearch基本调研Secondar

8、yResearch第二步调研CustomerExpectations客户期望Whatdoesthecustomerexpect?客户期望什么？按期望执行时间礼貌精确可靠PerformasTimeCourtesyAccuracyReli