电力客户体验管理应用研究-工商管理专业论文.docx

华 华 中 科 技 大 学 硕 士 学 位 论 文 II II Abstract In recent years, as Chinas rapid economic development, electric power industry changes gradually from the sellers market to the buyers. Meanwhile, the power supply enterprise society takes more social responsibility, introducing competition break the monopoly requirements increasingly intense, forcing the power supply enterprise to re-examine the core values of enterprise philosophy, and gradually began to focus on customer experience, to take the customer as the center direction changes. So, how to take the customer as the center the value concept of assigned to specific customer service operation, how to improve customer satisfaction and systematic enterprise reputation? It is the key problems to be solved urgently. From the source of influencing customer satisfaction and customer loyalty -- the customer experience, applying customer experience management related theory, this thesis analyses the customer experience management in electric power enterprise, expounds the characteristics of implementation and improve power customer experience management, and the necessity of the power customer relationship management in survey based on the present situation of current customer experience, it summarizes and analyzes the main problems of management application and causes. Further, from the customer experience management, and puts forward the typical experience electric power enterprise customer experience management application mode and application methods improved specific strategies, mainly including: in order to improve the power customer in accordance with the overall experience as the starting point, the theory of demand Maslows competency, not crossed principle, will customer experience into electric power products, power supply service, power employees, brand image and emotional ties to five aspects, through five aspects with customers and contact channels and the contact point subdivided, combined with the power supply e