Service Excellence by Customer Centric


ปัจจัยทางการตลาด พฤติกรรมผู้บริโภค คุณภาพการให้บริการ

More / Max / Miracle

Tooth = Customer
Gum = Colleague

Service Quality : Customer Experience Management (SQ : CEM)
  1. Customer Satisfaction
  2. Customer Relationship
  3. Customer Retention
  4. Customer Loyalty
Customer C-E-N-T-R-I-C Concept
  • Courtesy
  • Enthusiasm
  • Never say no to do something for customer
  • Trust
  • Respect
  • Intelligence
  • Commitment
HI - V.I.P.
  • Heterogeneous
  • Intangible
  • Variable
  • Inseparable
  • Periodable
กลยุทธ์การจับลูกค้าให้อยู่หมัดสำรวจความต้องการลูกค้า: กลยุทธ์สร้างความพึงพอใจ Complaint Management: Turn Complaint to Organizational Competitiveness customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. - Mahatma GandhiYour most unhappy customers are your greatest source of learning. - Bill GatesWe see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better. - Jeff BezosKnow what your customers want most and what your company does best. Focus on where those two meet. - Kevin StirtzMake the customer the hero of your story. - Ann HandleyDon't find customers for your products, find products for your customers. - Seth GodinBe genuine. Be remarkable. Be worth connecting with. - Seth GodinDo what you do so well that they will want to see it again and bring their friends. - Walt DisneyStop selling. Start helping. - Zig ZiglarThere are no traffic jams along the extra mile. - Roger StaubachGet closer than ever to your customers. So close, in fact, that you tell them what they need well before they realize it themselves. - Steve JobsCustomers don't expect you to be perfect. They do expect you to fix things when they go wrong. - Donald PorterThe customer's perception is your reality. - Kate ZabriskieCustomer service is not a department, it's everyone's job. - AnonymousEvery contact we have with a customer influences whether or not they'll come back. We have to be great every time or we'll lose them. - Kevin StirtzIf you make a sale, you can make a living. If you make an investment of time and good service, you can make a fortune. - Jim RohnMake every interaction count, even the small ones. They are all relevant. - Shep Hyken

Cr: A.Pornthep