CSI:顾客满意的新定义

• 作 者: 崔欣欣
• 出 处: 经理人
• 发表日期: 2004年期
• 关键词: CSI 终身价值 “顾客满意” 满意度评价 网点数量 竞争目标 持卡消费 企业诊断 企业形象 因素重要性

既然把“顾客满意”作为一种经营理念,就必须有相应的办法衡量它。CSI 是一种科学的顾客满意衡量体系。商品的“质”和“量”日趋饱和,在“商品”无(太大)差别的情况下,谁能提供具有附加价值,不断满足甚至超越顾客期望的优质服务,谁就能获得并保有顾客,占据市场,从而获得忠诚顾客的终身价值。这就是以“使顾客满意”为中心构想的 CS(Customer Satisfaction 顾客满意)经营理念。那么顾客满意代表着什么呢?从理论上讲顾客满意是指顾客对所

Since the “customer satisfaction” as a business philosophy, we must have the appropriate measure of it. CSI is a scientific system of measuring customer satisfaction. The “quality” and the “quantity” of goods are becoming more and more saturated. Who can provide excellent service with added value, continuously meet or even surpass the expectation of customers under the circumstance of “no” difference in “goods”, who can obtain and retain customers , Occupy the market, so as to obtain the loyalty of the customer's lifetime value. This is the concept of CS (Customer Satisfaction Customer Satisfaction), which is centered on “making customers satisfied”. So what does customer satisfaction mean? Customer theory of customer satisfaction is theory