福特汽车-顾客满意(ppt 25)

Outline – Customer Satisfaction
一、What Is Customer Satisfaction ?
二、Why Needs Customer Satisfaction ?
三、What Are Key Components Of Customer Satisfaction ?
四、How To Understand Your Customer Satisfaction ?
五、What Are Factors That Block Customer Satisfaction ?
六、How To Improve Customer Satisfaction with Product / Quality ?
七、What Are Key Drivers To Make You Success On Customer Satisfaction ?
八、Q&A

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 ……

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