【正文】 7:38:43 下午 7:38 下午 19:38:43一月 21MOMODA POWERPOINTLorem ipsum dolor sit amet, consectetur adipiscing elit. Fusce id urna blandit, eleifend nulla ac, fringilla purus. Nulla iaculis tempor felis ut cursus. 感謝您的下載觀看專 家告 訴。 一月 217:38 下午 一月 2119:38January 22, 2023? 1業(yè)余生活要有意義，不要越軌。 一月 21一月 2119:38:4319:38:43January 22, 2023? 1意志堅強的人能把世界放在手中像泥塊一樣任意揉捏。 19:38:4319:38:4319:38Friday, January 22, 2023? 1知人者智，自知者明。 19:38:4319:38:4319:381/22/2023 7:38:43 PM? 1越是沒有本領(lǐng)的就越加自命不凡。 7:38:43 下午 7:38 下午 19:38:43一月 21? 楊柳散和風，青山澹吾慮。 一月 217:38 下午 一月 2119:38January 22, 2023? 1少年十五二十時，步行奪得胡馬騎。 22 一月 20237:38:43 下午 19:38:43一月 21? 1楚塞三湘接，荊門九派通。 19:38:4319:38:4319:38Friday, January 22, 2023? 1不知香積寺，數(shù)里入云峰。 19:38:4319:38:4319:381/22/2023 7:38:43 PM? 1成功就是日復一日那一點點小小努力的積累。 7:38:43 下午 7:38 下午 19:38:43一月 21? 沒有失敗，只有暫時停止成功！。 一月 217:38 下午 一月 2119:38January 22, 2023? 1行動出成果，工作出財富。 22 一月 20237:38:43 下午 19:38:43一月 21? 1比不了得就不比，得不到的就不要。 19:38:4319:38:4319:38Friday, January 22, 2023? 1乍見翻疑夢，相悲各問年。 19:38:4319:38:4319:381/22/2023 7:38:43 PM? 1以我獨沈久，愧君相見頻。的不 滿 者仍抱怨25% of plainantsstill dissatisfied25%的抱怨者仍不滿One in five plain1/5 抱怨25% of these customersstill dissatisfied這些顧客 25%仍不滿40% Complain40%抱怨100% ofdissatisfied customers100%不滿的顧客1 Complaint = 一次抱怨 =2 customers dissatisfied at middle management level= 中層抱怨者的 2個不滿客戶 =10 who plain to middle management = 10個向中層抱怨的人 =50 customers who remain dissatisfied after frontline effort = 50個經(jīng)第一線努力后仍不滿的顧客 =200 who plain To frontline = 200個向一線人員抱怨的人 =500 who are dissatisfied = 500個不滿的顧客 =THE COMPLAINTPROCESS STATED INPERCETAGES百分比表示的抱怨過程THE PYRAMIDDESCRIBED INNUMBERS以數(shù)量表示的金字塔29Dissatisfied Customers’ RepurchaseIntentions under Various Conditions不同條件下不滿顧客的重購意圖30? 你的組織的 “業(yè)務 ”是什么？它是由價值和結(jié)果定義而非產(chǎn)品和服務定義的嗎？What is your anization’s “business”? Is it defined in terms of value and results versus products and services?? 你的組織很明確地界定了顧客和非顧客了嗎？How carefully has your anization defined who it will serve and who not?? 你的組織是通過什么方法 —— 政策、實踐、過程還是組織 —— 為 中意的顧客和員工提供較高的價值成本均衡的？By what means – policies, practices, processes, anization – is value leveraged over costs for preferred customers and employees?? 在多大程度上你的組織的價值傳送系統(tǒng)使經(jīng)營戰(zhàn)略達到良好的價值成本均衡？To what degree does your anization’s value delivery system enable its operating strategy to leverage value over costs?? 你們在多大的程度上度量并追蹤服務利潤鏈中的元素的？To what extent do you measure and track elements of the service profit chain?? 在多大程度上，你們的管理者和員工是基于獲得經(jīng)營績效而得到認可和獎勵的？To what extent are managers and employees recognized and rewarded on the basis of achieving performance measures?? 在各種價值等式維度中你的顧客和員工尋求的是什么？你是如何知道的？What do customers and employees seek on various value equation dimensions? How do you know?Questions for Managers管理者需要思考的問題31? 靜夜四無鄰，荒居舊業(yè)貧。? 補償機制不是為了讓不合適的雇員作出正確的舉動，而是要讓合適的雇員能上車，并保證他們能留在那兒。有一件事比其他任何事都舉足輕重：那就是招聘并留住好的員工。Servicing汽 車 服 務(21)*1444525421669935441921217049222144885525616888* Figures in parentheses denote lossesCustomer Profit Patterns over TimeCustomer Lifetime Value: Industries顧客 終身 價值：行業(yè)22Customer and Employee 顧客與員工? CRM 顧客 關(guān)系管理? Customer Satisfaction? Customer Retention? Customer Lifetime Value? Key Customers? ERM 員工 關(guān)系管理? Employee Satisfaction? Employee Retention? Employee Lif