英语考试剑桥商务英语BEC专题讲座2007年12月30日课件.pptVIP

To exceed customer expectations, to build customer loyalty. 　　　The Customer-Development Process First-time Customers Repeat Customers Clients prospects Advocates Customers’ needs change. And some businesses lose sight of these changes because they fail to listen to their customers. The consumer buying process Recognition of need Research alternatives Purchase decision Post purchase evaluation The cost of attracting a new customer is estimated to be five times the cost of keeping a current customer happy! A company can improve profits by 25 to 85 percent when they reduce customer defections by just 5 percent. Poor firms ignore their competitors; average firms copy their competitors; winning firms lead their competitors. The most important thing is to forecast where customers are moving, and be in front of them. It is more important to do what is strategically right than what is immediately profitable. 　　　　　　　　　　　　　　　　Customer is King!　　　　　　　　Customer is God! What is a customer ? A customer is the most important person in any business A customer is not dependent upon us.? We are dependent upon him. A customer is not an interruption of our work.? He is the sole purpose of it. A customer does us a favor when he comes in.? We arent doing him a favor by waiting? on him. A customer is an essential part of our business--not an outsider.?? BEC学习指南 学习商务英语必须先学习英语国家文化 身体语言（Body Language)Never trust a person who can’t look you in the eyes. Hand-shaking Eye-contact Left and right After you. Give and take Face to face Vertical horizontal Advertisement Hair: made in china Hair Higher Just do it. I came, I conquer! impossible is Nothing. I’m Loving It! 百事可乐迎新春,七喜临门度佳节 车到山前必有路,有路必有丰田车 雀巢咖啡:味道好极了! 非常可乐，中国人自己的可乐！ 百事可乐：新一代的选择！ Culture-bound Words Idioms Babel Tower Ball’s Bull barbers pole black humor bluestocking change doggie bag ghost writer apple of discord beauty and the beast kick the bucket a bull in a china shop cats and dogs cou