客户体验管理初探

A preliminary study on Customer Experience Management

中文关键词: 关键词:客户体验管理  客户服务  典型案例

英文关键词: Customer experience management  Customer service  Typical cases

中文摘要:

      电力体制的改革促使传统的电力行业开始思考如何成为一个真正以客户为中心的企业,这其中的核心就是客户体验管理。本文简要介绍了开展客户体验管理的基础准备工作,进而阐述了如何构建完整的客户体验管理体系,以及客户体验的优化提升,为供电企业转型升级提供参考。

英文摘要:

      The reform of electric power system makes the traditional electric power industry begin to think about how to become a truly customer-centered enterprise, the core of which is customer experience management. This paper briefly introduces the basic preparation of customer experience management, and then expounds how to build a complete customer experience management system, as well as the optimization and improvement of customer experience, providing reference for the transformation and upgrading of power enterprises.#$NL