管理者通常认为,提升客户满意度与提高收益密切相关,然而事实却没有那么简单。1875年,美国蒙哥马利?沃德百货公司首次提出“包您满意,不满意就退款”的口号,试图使其自己的邮购目录业务在与其他零售商的竞争中脱颖而出。此后,这一承诺开始被使用。如今让客户满意 Managers generally believe that improving customer satisfaction and increasing profits are closely linked, but the truth is not that simple. In 1875, the first Montgomery Ward department store in the United States put forward the slogan, “you are satisfied with the package, you are not satisfied with the refund.” Trying to differentiate its own mail order catalog business from other retailers. Since then, this commitment began to be used. Now customer satisfaction