客户满意度测量.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、有时候读书是一种巧妙地避开思考的方法。3月-213月-21Sunday, March 7, 2021 10、阅读一切好书如同和过去最杰出的人谈话。23:04:3123:04:3123:043/7/2021 11:04:31 PM 11、越是没有本领的就越加自命不凡。3月-2123:04:3123:04Mar-2107-Mar-21 12、越是无能的人，越喜欢挑剔别人的错儿。23:04:3123:04:3123:04Sunday, March 7, 2021 13、知人者智，自知者明。胜人者有力，自胜者强。3月-213月-2123:04:3123:04:31March 7, 2021 14、意志坚强的人能把世界放在手中像泥块一样任意揉捏。07 三月 202111:04:3