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厂家急需通过一套既可“知己”亦可“知彼”的客户满意度管理工具来指导满意度工作,才能使满意度提升更具效益现如今,我们常常会听到客户这样的感叹:曾经啊,那个牌子/那家公司的服务很好。而企业也常有这样的困惑:我一直在努力做,钱花了一大把,但为什么还是不能留住她(客户)的心。问题出在何处?让我们猜想一下,也许是你没有真正了解你的客户;也许是你根本走错了方向;也许,你并没有做错什么,只是你的竞争者做得更好了,你的客户随之成长,因此对你不再满意,你不再具备吸引力。近年来,随着汽车服务市场日趋成熟,增换购市场的发展不断追赶着首购市场,“货比三家”的客户,其服务体验经历也逐渐成熟和丰富,事前期待
Manufacturers are urgently required to guide their satisfaction efforts through a set of customer satisfaction management tools that can not only be “confidant” but also “know more about them”, so as to make satisfaction even more effective. Nowadays, we often hear customers like this Sigh: Once, that brand / that company’s service is good. And companies often have such confusion: I have been working hard to spend a lot, but why still can not keep her (customer) heart. The question is where? Let us guess, perhaps you did not really understand your customers; maybe you are basically the wrong direction; maybe, you did not do anything wrong, but your competitors do better, As your clients grow, you are no longer satisfied with you and you are no longer attractive. In recent years, with the auto service market matures, the development of the replacement market continues to catch up with the first-mover market, and customers with more than one service experience mature and rich in service experiences.