作者：Godin Amaury 5 年以前
240
Service Recovery Strategies
Effective service recovery strategies are essential for maintaining customer satisfaction and reducing churn rates. These strategies must be dynamic and tailored to address the root causes of service failures while instilling confidence in the recovery process.
開啟
Speed response: the higher it is, the smaller the amount of money required The best solution is not only one recovery strategies, but a adequete combination of all the recovery strategies Service failure New customer expectation: fixe the problem Clientes more dissatisfied of the recovery than the failure itself Compensation Econonomic incentive offered to counteract the inequity caused by service failure Communication Media press activites taken in order to make the customer aware of root causes and rescue processes Decay effect: medium Peak impact: medium Build up medium Apology Convey politness, concern and empathy Based on affective factor Decay effect: rapid Peak impact: weak Build up: rapid Quality improvement Find solutions to avoid the failure in the future Based on cognitive factor Decay effect: long Peak impact: high Build up: long Service Recovery Strategies Objective Recuperate consumer satisfaction Reduce customers churn rates Dynamic process composed of the interaction of:
