National Customer Satisfaction Indices(英文版)(ppt 28页)

National Customer Satisfaction Indices(英文版)内容提要：
Customer Asset Management isBuilt on the Following Principles
Satisfied customers are an economic asset that yields future cash flows
These cash flows can be calculated as discounted present value
Costs to grow the customer asset baseare investments
Skillful management of the customer asset is essential for long-term profitability
Major Reasons for a National Index of Customer Satisfaction
Quality of economic output is essential toliving standards
Customer satisfaction is a leading indicator of company economic performance
Customer satisfaction contributes to economic growth and job creation 
Necessary measure for CPI, productivity, and ultimately, GDP

..............................