为什么你的VOC项目对晋升在线客户中意度的关心很小(国外英语资料).docVIP

为什么你的VOC项目对提升在线客户满意度的帮助很小(国外英语资料) When you investigate your customers online experience, what did you ask and how did you ask? Do you just collect trivial and irrelevant data and dont tell you much about the feelings of online experiences that describe your customers?. This is my recent experience in amazon. I bought 12 books and then sent them to Hongkong by ship, because its a long way to go, but its more cost-effective. A few weeks later, when the package arrived, I opened the box and found only 11 books, and the ships note marked 12. I immediately tried to find the hotline on the website, but only found the email address. I sent them an email, but I didnt get any feedback for the next 24 hours. To my surprise, the missing book was delivered by FedEx one day later without asking any questions! Im not trying to tell you how surprised I was, or to explain how Amazons best service, no service, was implemented. But, I want to explain is how to describe my feeling curve in the Amazon online shopping experience from the beginning to the end of the emotional experience, and why it can get more than the traditional customer satisfaction research, such as a point of contact feeling, how to perform, and what you do next. Sub process: Amazon S1 open speed S2 web design S3 S4 web navigation based on the name of greeting S5 recommend S6 search - similar name S7 real-time inventory effective S8 product types S9 purchase - bundling S10 bought this book also bought S11 editorial S12 other consumer comments S13 comment S14 browse books inside S15 Online customer service S16 price S17 one click buy S18 delivery S19 delivery price S20 security S21 purchase history review S22 instant mail confirmation S23 my material in where? S24 order cancellation option S25 - personal alarm reminder service S27 customer service service S28 / damaged goods returned this simple A curve is made up of a series of sequential sub processes. It demonstrates the effectiveness of an online experience for