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不要害怕顾客的投诉,他们的每次投诉,都为企业改进顾客体验提供了强有力的支持。在移动终端时代,体验修复战略对企业有着尤为深远的意义。企业通过服务体验修复,可以改进顾客体验设计,降低再次出错的概率,降低成本,提高顾客满意度。有效的顾客体验设计、沟通和传递能最大程度地提高顾客满意度和忠诚度,但是这世上并没有完美的顾客体验设计,换句话说,企业并不能百分之百避免服务失误。通常情况下,当顾客对服务感知的价值没有达到期望时,满意
Do not be afraid of customer complaints, each of their complaints, for the enterprise to improve customer experience provides a strong support. In the era of mobile terminals, to experience the repair strategy has a far-reaching significance for the enterprise. Enterprises through the service experience repair, you can improve customer experience design, reduce the probability of error again, reduce costs, improve customer satisfaction. Effective customer experience design, communication and delivery maximize customer satisfaction and loyalty, but there is no perfect customer experience design in the world. In other words, companies do not have 100% avoidance of service failures. In general, customers are satisfied when their perceived value of service does not meet expectations