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在营销上有一个很著名的“100-1=0”的公式,它代表企业的客户哪怕以前是100次的满意,但只要出现一次不满意,那么企业在客户心目中的形象和信誉就会完全丧失。它表明企业生存取决于企业与客户的关系状况。企业如何满足客户需求,提高服务质量,提升客户满意度,将成为衡量其核心竞争力的一项重要指标。作为工程技术和生产服务单位,通信公司一直把服务作为生存和发展的根本,在为客户提供固话、互联网、有线电视等业务的同时,积极致力于内树品质、外树品牌的内外部软硬件环境的建设。通过把服务做成产品,靠服务创造产值,靠服务塑造品牌,从多角度满足客户需求,提高服务质量,提升了客户满意度。下面,笔者结合在油田通信企业多年工作积累的经验,谈谈客户满意度对企业的影响以及如何通过提高客户满意度的一些体会和看法。
In marketing there is a very famous “100-1 = 0 ” formula, which represents the company’s customers even if the previous is 100 times satisfied, but as long as there is a dissatisfaction, then the business in the minds of customers in the image and reputation Will be completely lost. It shows that business survival depends on the relationship between the business and the customer. How enterprises meet customer needs, improve service quality and enhance customer satisfaction will become an important measure of their core competitiveness. As an engineering and production service unit, communication companies have always regarded service as the basis for their survival and development. While providing fixed line, Internet and cable television services to their customers, communication companies are actively devoted to internal tree quality. The construction of hardware environment. By making services into products, relying on services to create output value and building services based on brands, we can meet customer needs from many perspectives, improve service quality and enhance customer satisfaction. The following, the author combines years of experience in the field of oilfield communications companies to talk about the impact of customer satisfaction on the business and how to improve customer satisfaction through some of the experiences and views.