consumer satisfaction客户满意度.pptVIP

* * * * * * * * * * * * “Another satisfied customer!” Think of an incident in which you were “surprised and delighted” as a satisfied customer. How did that happen? Think of another situation where you were very disappointed as a customer, and you did not return or you told others about your negative experience. How did that happen? Customer Satisfaction Customer satisfaction means money! A study in the Harvard Business Review showed that just a 5 percent increase in customer retention boosts profits by 25 percent to 125 percent. Winners of the Malcolm Baldrige National Quality Award ( hea