某汽車公司顧客滿意培訓(英文版)(ppt 25頁)

某汽車公司顧客滿意培訓(英文版)內容提要：
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.
Harvard Business School study findings :
Firms with higher level of customer loyalty (not market share) enjoy higher profitability in a given industry . Profit will increase by 25% ~ 85% from 5% increase in customer loyalty.
Firms become more profitable overtime due to loyal customers.
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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