| 电力客户体验管理初探 |
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| 引用本文： | 阎晓天,张 颖,董 雪.电力客户体验管理初探[J].电力需求侧管理,2020,22(2):92-95. |
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| 作者姓名： | 阎晓天 张 颖 董 雪 |
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| 作者单位： | 国网福建省电力有限公司 福州 350000,国网厦门供电公司 福建 厦门 361000,国网厦门供电公司 福建 厦门 361000 |
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| 基金项目： | 国网厦门供电公司科技项目（521340160002） |
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| 摘 要： | 电力体制的改革促使传统的电力行业开始思考如何成为一个真正以客户为中心的企业,其中的核心就是客户体验管理。简要介绍了开展客户体验管理的基础准备工作,进而阐述了如何构建完整的客户体验管理体系,以及客户体验的优化提升,为供电企业转型升级提供参考。
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| 关 键 词： | 客户体验管理 客户服务 客户体验管理体系 客户体验优化 |
| 收稿时间： | 2019/12/26 0:00:00 |
| 修稿时间： | 2020/1/6 0:00:00 |
A preliminary study on the experience management of electric power customers |
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| YAN Xiaotian,ZHANG Ying and DONG Xue.A preliminary study on the experience management of electric power customers[J].Power Demand Side Management,2020,22(2):92-95. |
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| Authors: | YAN Xiaotian ZHANG Ying and DONG Xue |
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| Affiliation: | State Grid Fujian Electric Power Co., Ltd., Fuzhou 350000, China,State Grid Fujian Electric Power Supply Company, Xiamen 361000, China and State Grid Fujian Electric Power Supply Company, Xiamen 361000, China |
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| Abstract: | The reform of electric power system makes the traditional electric power industry begin to think about how to become a truly customercentered enterprise, the core of which is customer experience management. The basic preparation of customer experience management is introduced. Then, how to build a complete customer experience management system is expounded, as well as the optimization and improvement of customer experience, providing references for the transformation and upgrading of power enterprisesd. |
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