Voice Of Customer客户的声音

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1、Slide1Understandthecustomer理解客户Identifycustomerneeds识别客户需求>Voiceofthecustomer客户的声音Whatisimportanttothecustomer?客户的重要性是什么？Howdoweknow?我们如何了解？Slide2Understandthecustomer理解客户Identifycustomerneeds识别客户需求>Voiceofthecustomer客户的声音Whydosuchdifferencesinperspectiveexist?为什么存在

2、观点不一致？SupplierPerspective供应商观点(Restaurant)餐馆CustomerPerspective客户观点(Diner)用餐者Nicefriendlystaff服务员友善Nicehotmeal热菜Goodtasteandflavour口味和香味佳Goodambiance用餐环境好Nicedecor装饰好看Wideselectionoffoodanddrink实物和饮品的选择广Cleanfacilities干净的设施设备Friendlyintroduction友好地推荐Hotmeal热菜Quality

3、andpriceofingredients成分的质量和价格Cleantableware干净的餐具Goodmenuselection菜单选择多Seatingarrangements座位安排Sideorders–drinks副菜-饮料GoingforaniceMeal?去美餐一顿？Slide3Understandthecustomer理解客户Identifycustomerneeds识别客户需求>Voiceofthecustomer客户的声音What什么?Ifeverythingstartswiththevoiceofthecus

4、tomer,thenwhatmakesagoodvoice?是否一切都源于客户的声音，那什么造就了好的声音？Customersownwords客户自己的话:Customerjargon,notcompanyjargon客户的行话，不是企业的行话Independentofimplementation实施的独立性Organizedthewaythecustomersthinkabout,use,andinteractwiththeproductorservice:利用客户的思考方式，将其需求融合到产品和服务中Detailednee

5、dsorganizedintoprimaryandsecondary识别主要需求和次要需求Recognizedifferencesinhowcompaniesandcustomersgroupideas识别企业与客户群观点的差异PrioritizedbytheCustomer:客户优选Importance重要性Satisfactionwithcurrentperformance目前表现的满意度Understandthecustomer理解客户Identifycustomerneeds识别客户的需求>Howdoyoucaptur

6、eVOC?如何获取客户的声音Voiceofthecustomer客户的声音InternalInformation内部信息OutboundCommunications出站通信InboundCommunications入站通信CasualInteractions非正式的互动FormalMeetings正式的会议Marketresearch市场调查Walkintheshoesofthecustomer穿客户的鞋走路Qualityistheonlywaytomakeyourcustomersloveyourproductsandser

7、vices质量是唯一使客户喜欢你的产品和服务的方法Slide5Understandthecustomer理解客户Analysecustomerneeds分析客户需求>Kanomodel卡诺模型DegreeofAchievement实现程度CustomerSatisfaction顾客满意CustomerDissatisfaction顾客不满意JLMustBe必须的BasicQuality基本品质(MustBe必须的)Unspokenneeds,unlessviolated未说明的需求，只有违反了才会了解“Justpreventi

8、tandIwon’tbeunhappy”“去阻止，我不会不开心”Windscreenwipersworks挡风玻璃上的雨刷要能工作Brakesworksproperly刹车功能良好Satisfiers满意者PerformanceQuality质量水平(Satisfiers满意