客戶滿意度測量ppt課件-展示頁
2025-01-28 09:35本頁面
【正文】 ost less to service. 滿意的客戶為公司服務創(chuàng)造更多的收入和更低的成本。 ? Revenue Streams ? 收入 Premium Payments 保費付款 Purchase More Products 購買更多的產品 Referral Sales 指定銷售 ? Cost Streams ? 成本 Product Costs 產品成本 Cost to Attract Customer 吸引客戶的成本 ? Cost to Retain Customer ? 保留客戶的成本 Customer Satisfaction 客戶滿意度 滿意度 / 利潤關系05101520253035First Quintile Second Quintile Third Quintile Fourth Quintile Fifth Quintile滿意度五組柱形比較圖%銷售收入投資收入The Service Profit Chain 服務利潤鏈 Customer Satisfaction 客戶 滿意度 Profitability 利潤 Customer Loyalty 客戶 忠誠度 Performance Expectations Gap 績效期 望差距 Customer Value 客戶 價值 Satisfaction Measurement System: 滿意度測量系統(tǒng)： Various means of gathering information related 收集與服務利潤鏈有關信息的 to the Service Profit Chain 多種方法 Customer Satisfaction and Customer Value 客戶滿意度和 客戶價值 Customer Satisfaction and Customer Value 客戶滿意度和客戶價值 ? Identifying and Measuring Customer Expectations 分辯并聯(lián)測量客戶期望 ? Sources of Information ? 信息的來源 ? Types of Expectations ? 期望的種類 Customer Expectations 客戶期望 Customer Contact 聯(lián)系客戶 Complaints 投訴 Primary Research 基本調研 Secondary Research 第二步調研 Customer Expectations 客戶期望 What does the customer expect? 客戶期望什么？ Customer Satisfaction and Customer Value 客戶滿意度和客戶價值 ? Linking Customer Satisfaction to Operational Standards ? 將客戶滿意度與操作標準聯(lián)系起來 ?Which expectations are most critical? ?哪一個期望是最關鍵的？ ?What is an appropriate performance target? ?什么是合適的績效目標？ ?Why are there gaps? ?為什么會有差距 ?How do you close gaps? ?如何消除差距 客戶期望 ? 哪一個期望是最關鍵的 Accuracy Gap 精確性差距 Reliability Gap 可靠性差距 Courtesy Gap 禮貌程度差距 Time Gap 時間差距 Customer Satisfaction 客戶滿意度 Customer Expectations Which expectations are most critical? 績效目標 – Better than we used to be? – 比我們過去所做的好？ – Better than our best operation? – 比我們最好的業(yè)務好 ? – Better than others in our industry? – 比我們行業(yè)中的其余公司好 ? – Better than others in related industries? – 比相關行業(yè)中的其余公司好 ? – Better than ―worldclass‖? – 比世界水平好” ? Performance Targets Performance Gaps 績效差距 ? Why are there gaps? ? 為什么會有差距？ ? Performance Deficiencies ? 績效的缺陷 – Systemic Causes – 系統(tǒng)原因 – Human Error – 人為錯誤 – Rising Customer Expectations ? 提出客戶期望 ? Competitive Pressures – 可比性壓力 – Prior Experience – 先前的經驗 – Personal Needs – 個人需要 Closing Performance Gaps 消除績效差距 – Key Operational Performance Measurements – 關鍵業(yè)務績效的測定 – Service Turnaround Times ? 服務周轉時間 ? Service Reworks ? 服務返工 ? etc. ? 等等 . ? Targeted Investments –
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