文档介绍：主讲人:TomMoormann,PhD,anizationalAssessment,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(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CustomerSatisfaction客户满意度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CustomerSatisfactionandCustomerValue客户满意度和客户价值绩效标准操作标准客户期望CustomerOperationalPerformanceCustomerSatisfactionandCustomerValue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CustomerCustomerExpectationsplaints投诉PrimaryResearch基本调研SecondaryResearch第二步调研CustomerExpectations客户期望