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Power Customer Experience Management Applied Research

Author: ZengZhongJie
Tutor: LiuZhiXue
School: Huazhong University of Science and Technology
Course: Business Administration
Keywords: Electricity Customer Experience Customer Satisfaction
CLC: F426.61
Type: Master's thesis
Year: 2011
Downloads: 80
Quote: 0
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In recent years , China's rapid economic development , the power industry has gradually changed from a seller's market to a buyer's market . Meanwhile , the community supply enterprises to assume more social responsibility , the introduction of competition to break the monopoly of a growing demand , forcing power companies to re-examine the company's core values, and gradually began to focus on the customer experience , to \So, how will the \This study affect customer satisfaction and customer loyalty roots - Customer Experience departure , the application of the relevant customer experience management theory, power enterprise customer experience management features, describes the implementation and improvement of the necessity of electricity customer experience management , and in the investigation of electricity customer relationship management status , based on the sum of the current customer experience management applications of the main problems and causes. Further , drawing on experience in a typical customer experience management , customer experience management proposed power enterprise application model and application of specific strategies for improvement , including: electricity customers in order to improve the overall experience as a starting point , according to Maslow's theory of the \not crossed \own resources and capabilities, experience points for each customer to develop a comprehensive improvement plan and through the PDCA management process , a destination for customers to create high-quality customer experience , enhance customer perceived value .

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