文档介绍：Slide1Understandthecustomer理解客户 Identifycustomerneeds识别客户需求>Voiceofthecustomer客户的声音Whatisimportanttothecustomer?客户的重要性是什么?Howdoweknow?我们如何了解?Slide2Understandthecustomer理解客户 Identifycustomerneeds识别客户需求>Voiceofthecustomer客户的声音Whydosuchdifferencesinperspectiveexist?为什么存在观点不一致?SupplierPerspective供应商观点(Restaurant)餐馆CustomerPerspective客户观点(Diner)用餐者Nicefriendlystaff服务员友善Nicehotmeal热菜Goodtasteandflavour口味和香味佳Goodambiance用餐环境好Nicedecor装饰好看Wideselectionoffoodanddrink实物和饮品的选择广Cleanfacilities干净的设施设备Friendlyintroduction友好地推荐Hotmeal热菜Qualityandpriceofingredients成分的质量和价格Cleantableware干净的餐具Goodmenuselection菜单选择多Seatingarrangements座位安排Sideorders–drinks副菜-饮料GoingforaniceMeal?去美餐一顿?Slide3Understandthecustomer理解客户 Identifycustomerneeds识别客户需求>Voiceofthecustomer客户的声音What什么?Ifeverythingstartswiththevoiceofthecustomer,thenwhatmakesagoodvoice?是否一切都源于客户的声音,那什么造就了好的声音?Customersownwords客户自己的话:Customerjargon,panyjargon客户的行话,anizedthewaythecustomersthinkabout,use,andinteractwiththeproductorservice:利用客户的思考方式,paniesandcustomersgroupideas识别企业与客户群观点的差异PrioritizedbytheCustomer:客户优选Importance重要性Satisfactionwithcurrentperformance目前表现的满意度Understandthecustomer理解客户 Identifycustomerneeds识别客户的需求>HowdoyoucaptureVOC?munications入站通信CasualInteractions非正式的互动FormalMeetings正式的会议Marketresearch市场调查Walkintheshoesofthecustomer穿客户的鞋走路Qualityistheonlywaytomakeyourcustomersloveyourproductsandservices质量是唯一使客户喜欢你的产品和服务的方法Slide5Unders