によって Jessica Florez 3年前.
185
CUSTOMER RECOVERY/JESSICA FLOREZ
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
