2019年顾客满意度指数测评体系报告.pptVIP

Ann Arbor Buenos Aires Christchurch Frankfurt Kuala Lampur London Madrid Melbourne Milan Paris Porto Alegre Stockholm Zurich ;“An economy cannot be described by adding up how many tons of rebar it makes, how many passenger miles of air travel it logs, how much wood its woodchucks chuck per hour. All these things count (and we count them), but in the final analysis what matters is how well an economy satisfies its customers …” (Thomas Stewart, Fortune, 1995);The Measured Economy Includes …;The Economy Is Changing;How We Measure Performance isAlso Changing;Implications for Companies;Customer Asset Management isBuilt on the Following Principles;Customer Asset Value in Global Markets;Major Reasons for a National Index of Customer Satisfaction;Some Important Economic Indicators and a NEW One!;National Economy, Sectors and Industries*;Coverage;The Respondents;Customer Expectations;ACSI Companies Included …;Changes in National ACSI;Customer Satisfaction and Economic Performance: The Evidence to Date;Ricardian Rents;Ricardian Rents;A Simple Valuation Model Using the ACSI;Customer Satisfaction as anEconomic Asset;Market Value Added (MVA) –;Decrease inshort-term earningsandRising Customer Satisfaction ;Increase inshort-term earningsanddecline incustomer satisfaction ;ACSI and Dow Jones: Percent Changes 1995 - 1998 (April);The Limits of Cost Cutting;Overall Conclusion:;Quality of economic output