福特汽车的顾客满意(英文版)(ppt 25页)
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福特汽车的顾客满意(英文版)内容提要：
There are a variety of factors influence customer expectations, and hence, ultimate satisfaction level.
They include such things as :
Customer prior experience
Communication with sales people
Advertising
Price
Influence of friends
Customer’s own personality characteristics
……
Why Needs Customer Satisfaction ?
It was proven strong correlation between “Completely Satisfied” customers and owner loyalty : a customer will recommend his/her friends to purchase the product/service he/she experienced.
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Loyal Customer vs. Sales Cycle – Ford Research
Cost of acquiring new customers is 5 times the cost to retain existing ones.
Frequent of Customer Contact Point.
Sales : one time for new car buyer.
Service : eight times for car service.
Factors that affect a customer re-purchase to your product 80% comes from high satisfaction of service experiences.
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