摘要
通过引入KCI指标工具对客户NPS提升进行研究,即将能够反映客户NPS的指标梳理出来并分解到相关部门,各部门通过客户触点服务的改善来实现KCI指标的提升,最终完成客户整体NPS的提升。
By introducing the KCI tool to customer＇s NPS promoting research—being able to extract the indicators reflecting customer＇s NPS and break down to relevant departments, all departments can promote KCI by improving their service on every touch point, ultimately improve the overall customer NPS.
出处
《移动通信》
2016年第6期53-56,共4页
Mobile Communications
关键词
客户服务
NPS
KCI
customer service
net promoter score
key control indicator
