客户满意度测量（PPT47页）.pptxVIP

主讲人:Tom Moormann, PhD, FLMI Director, Organizational Assessment， LOMA ;Agenda讲程安排;客户满意度Customer Satisfaction;Customer Satisfaction客户满意度;Customer Satisfaction客户满意度;Customer Satisfaction客户满意度;The Service Profit Chain服务利润链;Customer Satisfaction and Customer Value客户满意度和客户价值;Customer Satisfaction and Customer Value客户满意度和客户价值;Customer Expectations 客户期望;What does the customer expect?客户期望什么？;Customer Satisfaction and Customer Value客户满意度和客户价值;;绩效目标;Performance Gaps绩效差距;Closing Performance Gaps消除绩效差距;;Measuring Customer Value测量客户价值;Measuring Customer Value测量客户价值;Measuring Customer Value测量客户价值;Tom Moormann, PhD 汤姆·挪曼，博士 Director, Organizational Assessment 组织评估总监;Who should you survey? 你应该调查谁？ How should you contact your customers? 如何与你的客户联系 Sampling 取样检验 Survey Content 调查内容 Customer Satisfaction and Loyalty 客户满意度和忠诚度 Satisfaction Drivers 提高满意度的因素 Classification Variables 变量分类 ;Who is your customer?你的客户是谁？;Survey Administration Medium调查管理中介;Sampling取样;Survey Content调查内容;Survey Content调查内容;Survey Content调查内容;Survey Content调查内容;Survey Content调查内容;Let’s write a survey调查的写作;Tom Moormann, PhD, FLMI 汤姆·挪曼，博士，FLMI Director, Organizational Assessment 组织评估总监;Statistics统计分析;Current Level of Satisfaction满意度的目前水平;Current Level of Satisfaction满意度的目前水平;Crosstabs交叉表;Significant Differences;Measures of Association关联分析;Measures of Association关联分析;Has satisfaction improved?满意度提高了吗？;Summary总结;Tom Moormann, PhD, FLMI 汤姆·挪曼，博士 Director, Organizational Assessment 组织评估总监;Investing in Customer Satisfaction对客户满意度的投资;Performance/Importance Charts绩效/重要性图表;Incidence Charts关联图;Marketing Experiments市场试验;Summary总结;9、春去春又回，新桃换旧符。在那桃花盛??的地方，在这醉人芬芳的季节，愿你生活像春天一样阳光，心情像桃花一样美丽，日子像桃子一样甜蜜。5月-215月-21Monday, May 31, 2021 10、人的志向通常和他们的能力成正比例。17:44:5417:44:5417:445/31/2021 5:44:54 PM 11、夫学须志也，才须学也，非学无以广才，非志无以成学。5月-2117:44:5417:44May-2131-May-21 12、越是无能的人，越喜欢挑剔别人的错儿。17:44:5417:44:5417:44Monday, May 31, 2021 13、志不立，天下无可成之事。5月-215月-2117:44:5417:44:54May 31, 2021 14