作者：Jessica Florez 2 年以前
106
CUSTOMER RECOVERY/JESSICA FLOREZ
Understanding how customers form judgments about service recovery is crucial for businesses aiming to enhance customer satisfaction. Cognitive factors, such as quality improvement and communication, tend to be more dependable than affective factors like apologies when it comes to winning back customer trust.
開啟
CUSTOMER RECOVERY Cognitive factors are more reliable than affective factors when clients make judgments Quality improvement, compensation, and communications are
closer to cognitive factors, but apology is more related to affective factors Communication-based service The customer like it Mild resistance and magnitude. Service based on quality improvement The customer love it highest accumulation The most efficient Observe and analyze how to recover customer satisfaction ¿What activities are the most efficient or the worst? ¿When the goal is completed? ¿What estrategic they have to create? ¿What activities the company have to do? Customer satisfaction control variables Analysis of data Marketing mix Control of market competition The influence of the marketing actions of the CM company. Customer experience accumulates over time Compensation based service The customer really like it Stable time Moderate impact Apology based services The customer doesn't like it Lower accumulation intensity. The least efficient Experimental research of China´s mobile phone markets Real data Bayesian estimation
