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如果把汽车后市场比作一个地球的话,要撬动这个地球需要什么东西?第一个需要中间的杠杆,就是产品;第二个需要推力,就是品牌;而最核心最关键的地方是支撑点,地球能不能撬动起来,不是杠杆多强大,品牌多大,而是取决于中间的支撑点,这个就是客户服务(CS)。在个性化、差异化的服务体验营销时代,如何定制性价比高的服务产品,满足客户需求,是汽车售后服务的第一工程。满意度、忠诚度高的领军汽车品牌雷克萨斯,倡导匠心理念,为客户提供最有价值的产品与服务,就是匠心理念的诠释,佐证了服务产品的重要性。
If you compare the aftermarket to a planet, what is needed to mobilize the earth? The first lever that needs the middle is the product. The second one, which needs thrust, is the brand. The most central point is the support point , The earth can leveraging, not leverage more powerful, how big the brand, but depends on the middle of the support point, this is Customer Service (CS). In the personalized and differentiated service experience marketing era, how to customize cost-effective service products to meet customer needs is the first project of after-sales service in automobiles. Satisfaction and loyalty leading car brand Lexus, promote the concept of ingenuity, to provide customers with the most valuable products and services, is the interpretation of ingenuity concept, corroborating the importance of service products.