- 名称：福特汽车培训材料——顾客满意_(ppt 26页）
- 类型：营销培训
- 大小：673 KB
- 更新时间：05-02 19:44:09
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《福特汽车培训材料——顾客满意_(ppt 26页）》下载简介
萧慰农/KnightW.N.Hsiao
总经理室顾客满意部协理
福特六和汽车公司12/282002顾客满意/CustomerSatisfactionOutline–CustomerSatisfaction
WhatIsCustomerSatisfaction?
WhyNeedsCustomerSatisfaction?
WhatAreKeyComponentsOfCustomerSatisfaction?
HowToUnderstandYourCustomerSatisfaction?
WhatAreFactorsThatBlockCustomerSatisfaction?
HowToImproveCustomerSatisfactionwithProduct/Quality?
WhatAreKeyDriversToMakeYouSuccessOnCustomerSatisfaction?
Q&AWhatIsCustomerSatisfa[来自www.管理]ction?
Theformationprocessisdynamic:
Customermeasuresandrateshis/herSatisfactionasaresultofcomparisonprocess.Priortothepurchaseandconsumptionofaproduct/serviceacustomerestablishesvariousexpectationsconcerningthe“Performance”oftheproduct/service.
IngeneralEXPECTIONSarethecustomer’spredictionsofthenatureandlevelofsatisfactionthattheywillRECEIVEwhenproduct/serviceisconsumed.
Thereforecustomerexpectationsplay
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