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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/customer-centricity-with-jagdish-sheth-course-4
课程评论：没有评论
课程名称：与贾吉什·谢思一起管理客户期望 课程概述：随着年龄、收入和种族多样性的增长，客户期望也变得日益多样化。因此，要满足不同客户的期望变得越来越困难。由2020年帕德玛·布希奖文学与教育奖获得者贾吉什·谢思教授教授的这门课程指出，塑造客户期望与超越客户期望同等重要，甚至更为重要。课程提供了三种管理客户期望的策略。 课程大纲： 1. 如何管理客户期望的多样性（第一部分和第二部分）：客户期望正变得愈加多样，因此企业必须学会管理这些不同的期望，而不仅仅是超越它们。课程强调在员工招聘时需保持选择性，同样地，在选择客户时也需要谨慎。客户选择性对管理客户期望至关重要，企业需学习如何“解雇”客户，例如，航空公司就已经禁止不文明行为的乘客。 2. 如何管理客户期望的多样性（第三部分和第四部分）：本模块建议如何将人力资源管理实践与员工筛选和保留应用于客户选择和保留。员工选择性、职业发展、晋升和退休等概念，可以有效地转化为客户选择性、客户生命周期价值、客户推广和客户退休的管理实践。 该课程旨在帮助企业理解和应对不断变化的客户期望，以实现更高的客户满意度和忠诚度。
Name:How to Manage Diverging Customer Expectations (parts 1 and 2)
Description:Customer expectations are increasingly divergent. Therefore, companies must learn how to manage diverging expectations in addition to exceeding customer expectations. We are very selective with recruiting employees and we need to similarly be selective when choosing customers. Customer selectivity is very key for managing customer expectations and we need to learn to “fire” customers. For instance, airlines have banned unruly customers.
Name:How to Manage Diverging Customer Expectations (parts 3 and 4)
Description:This module suggests how human resource practices and employee selection and retention can be an effective analog for customer selection and customer retention. Employee selectivity, career development, promotion, and retirement are useful to apply to customer selectivity, customer lifetime value, customer promotion, and customer retirement.
With growing age, income, and ethnic diversity, customer expectations are also becoming more diverse. Therefore, it is becoming difficult to satisfy all customers with growing but divergent expectations. This course, taught by Professor Jagdish Sheth, 2020 Padma Bhushan Award winner for Literature and Education, suggests shaping customer expectations is as, if not more, important than exceeding customer expectations. There are three strategies to manage customer expectations: abandon the custome
