Voice-Of-Customer客户的声音.pptxVIP

Understand the customer理解客户Identify customer needs识别客户需求 Voice of the customer客户的声音What is important to the customer?客户的重要性是什么？How do we know?我们如何了解？Slide Understand the customer理解客户Identify customer needs识别客户需求 Voice of the customer客户的声音Going for a nice Meal?去美餐一顿？Supplier Perspective供应商观点(Restaurant)餐馆Customer Perspective客户 观点(Diner)用餐者Friendly introduction友好地推荐Hot meal热菜Quality and price of ingredients成分的质量和价格Clean tableware干净的餐具Good menu selection菜单选择多Seating arrangements座位安排Side orders – drinks副菜-饮料Nice friendly staff服务员友善Nice hot meal热菜Good taste and flavour口味和香味佳Good ambiance用餐环境好Nice decor装饰好看Wide selection of food and drink实物和饮品的选择广Clean facilities干净的设施设备Slide Why do such differences in perspective exist?为什么存在观点不一致？Understand the customer理解客户Identify customer needs识别客户需求 Voice of the customer客户的声音What什么?If everything starts with the voice of the customer, then what makes a good voice?是否一切都源于客户的声音，那什么造就了好的声音？Customers own words客户自己的话:Customer jargon, not company jargon客户的行话，不是企业的行话Independent of implementation实施的独立性Organized the way the customers think about, use, and interact with the product or service:利用客户的思考方式，将其需求融合到产品和服务中Detailed needs organized into primary and secondary识别主要需求和次要需求Recognize differences in how companies and customers group ideas识别企业与客户群观点的差异Prioritized by the Customer:客户优选Importance重要性Satisfaction with current performance目前表现的满意度Slide Understand the customer理解客户Identify customer needs 识别客户的需求 How do you capture VOC?如何获取客户的声音Voice of the customer客户的声音InternalInformation内部信息Market research市场调查Outbound Communications出站通信Formal Meetings正式的会议InboundCommunications入站通信Casual Interactions非正式的互动Walk in the shoes of the customer穿客户的鞋走路Quality is the only way to make your customers love your products and services质量是唯一使客户喜欢你的产品和服务的方法Performance Quality 质量水平(Satisfiers满意者)Spoken needs, satisfaction grows proportionally with performance说出的明确的需求，满意度与表现成正比“I want more …”“我有更多（要求）”- Sound level of engine引擎的噪音水平- Cooling rate冷却速度CustomerSatisfaction顾