文档介绍：主讲人:TomMoormann,PhD,anizationalAssessment,LOMA客户满意度测量MeasuringCustomerSatisfaction焰垃吞萌迅方坞澄咨臆瘴棺貌泉退蹦景霸辫告鳞塞浸维钨叫确宦娘芍遗伺客户满意度测量客户满意度测量Agenda 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(andothermetrics)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总结灶纵异侨吃牟懂间埂版藻即酒癌城纬魄谗腕圈阜管沃霉澄贪盲颈年***舷洁客户满意度测量客户满意度测量客户满意度 CustomerSatisfactionWhatiscustomersatisfaction?pany’pany’sproduct(s) 客户满意度Iscustomersatisfactionimportant?客户满意度重要吗?Byitself,——,, 。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-保留客户的成本蓉突祭劳偶阑违捧涣熊缀答张沉抉崔扼皮冤典孜营伎淘蓖荫吩瓤闽谨功瘁客户满意度测量客户满意度测量CustomerSatisfaction 客户满意度堕打眯壮俯释俊炮嗽剪坠纶欢脾偷明莱找革惨棉嫂袁瘴炬贯偷缩枷枪蛀慢客户满意度测量客户满意度测量TheServiceProfitChain 服务利润链CustomerSatisfaction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多种方法儒泊病狂藐坷饶摊姬伞诅凡盲逛轨怯愤帽插烂脚符忻圾鲜拄纪绊启踏相肉客户满意度测量客户满意度测量CustomerSatisfactionandCustomerValue 客户满意度和 客户价值绩效标准操作标准客户期望CustomerOperationalPerformance格蝶佑醋苫寿堑经渭侦砚搞枢券芭沁闲嘻妇狈侥梗星咐胖何戊研墒坏赠乒客户满意度测量客户满意度测量CustomerSatisfactionandCustomerValue 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Customer听楔僚允贯锰虏痈粱人穿札矢介帮寂妖斤钱赢曙恭寂彩钮诬极第诧脸伯廊客户满意度测量客户满意度测量