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1、ThecustomercareofHSNContents1.Introduction1.1IntroductionofHSN1.2Thestructureofthereport2.DescribetheHSN’sCustomerCareStrategy2.1Themeaningofcustomercarestrategy2.2ThecustomercarestrategyofHSN2.3ThedevelopmentofcustomercarestrategyinHSN3.Thestandardsofcustomer
2、care3.1Themacrocustomercarestandards3.2ThecustomercarestandardsofHSN.3.3ThedevelopmentandimprovementinHSN4．Obtainingandmonitoringqualitativeandquantitativecustomerfeedback4.1Definitionandthemainfuturesofthequalitativeaspects4.2Thedifferentbetweenqualitativeand
3、quantitative4.2ThemethodsgatheringandanglicizinginHSN5．TheCustomerCareReviewandImprovements5.1TheCustomercarereview5.2Thecustomercareimprovement6.Conclusion7.References1Introduction1.1IntroductionofHSNHSN,Inc.(NASDAQ:HSNI)isa$2.8billioninteractivemulti-channel
4、retailerwithstrongdirect-to-consumerexpertiseamongitstwooperatingsegments,HSNandCornerstoneBrands.HSNi提供创新，差异化电视，上网，在目录零售业的经验，并在砖和迫击炮商店。HSNioffersinnovative,differentiatedretailexperiencesonTV,online,incatalogs,andinbrickandmortarstores.HSNi船舶5000万美元的产品和处理客户电话
5、5000万，每年访港。除了其现有的媒体平台，HSN的是技术创新的行业领先的服务包括诸如店遥感，其类型中唯一的服务在美国，和视频点播。Inadditiontoitsexistingmediaplatforms,HSNistheindustryleaderintechnologicalinnovationincludingservicessuchasShopbyRemote,theonlyserviceofitskindintheUS,andVideoonDemand.基石品牌包括领先的家庭生活方式和服装品牌，包括巴拉
6、德设计，弗兰盖特，加尼特希尔，格朗丹路，改进，史密斯+高贵，领土进取，Travelsmith。CornerstoneBrandscomprisesleadinghomeandapparellifestylebrandsincludingBallardDesign,Frontgate,GarnetHill,GrandinRoad,Improvements,Smith+Noble,TheTerritoryAhead,andTravelsmith.基石品牌销售目录，每年3.24亿，经营8个单独的电子商务网站，并运行25个
7、零售商店。CornerstoneBrandsdistributes324millioncatalogsannually,operateseightseparatee-commercesites,andruns25retailstores.1.2ThestructureofthereportThesereportsintroducethedetailsinformationabouttheplanningofacustomercarestrategyinHSN.Settingstandardsforcustomerc
8、are,obtainingandmonitoringqualitativeandquantitativecustomerfeedbackandthecontinuousreviewandimprovementofcustomercare.Thecustomercareserviceisgood,butitalsohadsomeadvantagestoimpr
