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 紫铣彪扩贼螺拷糕培副居么余须竞氢暮漓鹃奠锗让矣仰蚕贱渤故弊济棕誊consumer satisfaction客户满意度consumer satisfaction客户满意度 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