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顾客满意度指数测评体系报告(ppt 28页)(英文版)
“An economy cannot be described by adding up how many tons of rebar it makes, how many passenger miles of air travel it logs, how much wood its woodchucks chuck per hour. All these things count (and we count them), but in the final analysis what matters is how well an economy satisfies its customers …”
(Thomas Stewart, Fortune, 1995)
The Measured Economy Includes …
Pig-iron production
Coal production
Railroad operating income
Rail freight
Etc. …
The Economy Is Changing
How We Measure Performance is Also Changing
The Old World
The New World
Mass production and consumption of commodities
Increasingly customized goods, services and information
Productivity
Productivity and Customer Satisfaction
Implications for Companies
Customer Asset Management is Built on the Following Principles
Satisfied customers are an economic asset that yields future cash flows
These cash flows can be calculated as discounted present value
Costs to grow the customer asset base are investments
Skillful management of the customer asset is essential for long-term profitability
Customer Asset Value in Global Markets
ECSI
(Europe)
KCSI
(Korea)
MCSI
(Malaysia)
ACSI
(Australia)
ACSI
(Argentina)
BCSI
(Brazil)
MCSI
(Mexico)
CCSI
(Canada)
ACSI
ü Global Competition
ü The Role of Intangibles
Major Reasons for a National Index of Customer Satisfaction
Quality of economic output is essential to living standards
Customer satisfaction is a leading indicator of company economic performance
Customer satisfaction contributes to economic growth and job creation
Necessary measure for CPI, productivity, and ultimately, GDP
Some Important Economic Indicators and a NEW One!
“An economy cannot be described by adding up how many tons of rebar it makes, how many passenger miles of air travel it logs, how much wood its woodchucks chuck per hour. All these things count (and we count them), but in the final analysis what matters is how well an economy satisfies its customers …”
(Thomas Stewart, Fortune, 1995)
The Measured Economy Includes …
Pig-iron production
Coal production
Railroad operating income
Rail freight
Etc. …
The Economy Is Changing
How We Measure Performance is Also Changing
The Old World
The New World
Mass production and consumption of commodities
Increasingly customized goods, services and information
Productivity
Productivity and Customer Satisfaction
Implications for Companies
Customer Asset Management is Built on the Following Principles
Satisfied customers are an economic asset that yields future cash flows
These cash flows can be calculated as discounted present value
Costs to grow the customer asset base are investments
Skillful management of the customer asset is essential for long-term profitability
Customer Asset Value in Global Markets
ECSI
(Europe)
KCSI
(Korea)
MCSI
(Malaysia)
ACSI
(Australia)
ACSI
(Argentina)
BCSI
(Brazil)
MCSI
(Mexico)
CCSI
(Canada)
ACSI
ü Global Competition
ü The Role of Intangibles
Major Reasons for a National Index of Customer Satisfaction
Quality of economic output is essential to living standards
Customer satisfaction is a leading indicator of company economic performance
Customer satisfaction contributes to economic growth and job creation
Necessary measure for CPI, productivity, and ultimately, GDP
Some Important Economic Indicators and a NEW One!
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