The article deals with the guidance of Two-Factor Theory. There are two kinds of customer expectations, which are basic expectation and potential expectation.
利用双因素理论对顾客满意陷阱即顾客关系管理中高满意度、低忠诚度的现象进行了分析 ,指出顾客的期望有基本期望和潜在期望 ,基本期望类似于保健因素 ,而潜在期望类似于激励因素 ,满足顾客的潜在期望才能激励顾客忠诚。
参考来源 - 顾客满意陷阱的成因与对策新论·2,447,543篇论文数据,部分数据来源于NoteExpress
Basic expectation and potential expectation are different in different stage of customer lifecycle, therefore, corresponding measures are supposed to be taken to meet their different stages.
同时分析了顾客生命周期在不同阶段的基本期望和潜在期望,以及应该采取的激励措施。
Expectation management can help sales professionals understand the organization, relationships, and motivations of a potential customer.
期望管理可以帮助专业销售人员了解潜在客户的企业、关系和动机。
Setting the expectation of daily exercise removed this as a potential excuse and I have since reaped the benefits of this daily habit.
设置日常锻炼的期望值,远离那些潜在的借口,我已受益于这些日常习惯。
应用推荐