Understanding Customer Experience - Christopher Meyer amp; Andre Schwager教程.pdfVIP

Companies that systematically Understanding monitor customer experience can take important steps to improve it—and their bottom Customer Experience line. by Christopher Meyer and Andre Schwager Reprint R0702G Companies that systematically monitor customer experience can take important steps to improve it—and their bottom line. Understanding Customer Experience by Christopher Meyer and Andre Schwager Anyone who has signed up recently for cell comparison shopping and thus price wars. phone service has faced a stern test in trying to In the second, the company offered a hard-to- D. figure out the cost of carry-forward minutes obtain rebate to stimulate a purchase. And in E V versus free calls within a network and how it the third, the goal was to slash staffing costs, R E S E compares with the cost of such services as push- despite soothing claims of 24-hour self-service R S T to-talk, roaming, and messaging. Many, too, availability. Unfortunately, such cunning makes H G I R have fallen for a rebate offer only to discover for customer experiences that engender regret L L A .