福特汽车培训材料顾客满意.pptxVIP

蕭慰農 / Knight W. N. Hsiao 總經理室顧客滿意部協理 ;Outline – Customer Satisfaction What Is Customer Satisfaction ? Why Needs Customer Satisfaction ? What Are Key Components Of Customer Satisfaction ? How To Understand Your Customer Satisfaction ? What Are Factors That Block Customer Satisfaction ? How To Improve Customer Satisfaction with Product / Quality ? What Are Key Drivers To Make You Success On Customer Satisfaction ? QA;What Is Customer Satisfaction ? The formation process is dynamic : Customer measures and rates his/her Satisfaction as a result of comparison process. Prior to the purchase and consumption of a product/service, a customer establishes various expectations concerning the “Performance” of the product/service. In general, EXPECTIONS are the customer’s predictions of the nature and level of satisfaction that they will RECEIVE when product/service is consumed. Therefore, customer expectations play the role of defining the standard against which subsequent “Performance” is judged.;2.;3.;Why Needs Customer Satisfaction ? It was proven strong correlation between “Completely Satisfied” customers and owner loyalty : a customer will recommend his/her friends to purchase the product/service he/she experienced. Harvard Business School study findings : Firms with higher level of customer loyalty (not market share) enjoy higher profitability in a given industry . Profit will increase by 25% ~ 85% from 5% increase in customer loyalty. Firms become more profitable overtime due to loyal customers.;Profit Increase;Profit Per Customer (US$);Loyal Customer vs. Sales Cycle – Ford Research Cost of acquiring new customers is 5 times the cost to retain existing ones. Frequent of Customer Contact Point. Sales : one time for new car buyer. Service : eight times for car service. Factors that affect a customer re-purchase to your product 80% comes from high satisfaction of service experiences.;Profitable Growth Through Customer Loyalty;Percents show contribution to overall