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;Meas