EP134 | 服務流程優化3關鍵：建構體驗經濟時代的競爭優勢 Ft.廖孟彥顧問【顧問營業中】#廖孟彥 #孟老師 #企業顧問 #顧問諮詢 #線上採訪 #服務流程優化

為什麼有些企業的服務讓人印象深刻？本集邀請到服務優化專家廖孟彥顧問，結合金融、醫療、汽車產業實戰案例，深入剖析企業服務優化的成功祕訣。從診斷問題、設計流程到落地執行，結合PZB、MOT、SERVQUAL 3模組，為您揭開卓越服務背後的系統方法論。無論您是企業主管還是組織發展專家，都能從中獲得實用的優化工具與策略思維！ 🎯內容綱要 1.企業服務流程建立與優化的挑戰 01:13 2.客訴產生的兩大關鍵：問題解決與過程體驗 02:54 3.品牌定位與服務體驗經濟的演進(關鍵模型-PZB五大缺口分析) 02:56 4.服務流程設計與執行落差的關鍵 10:39 5.SERVQUAL五大構面與關鍵動作設計 14:43 6.員工認同與習慣養成的關鍵 27:47 7.服務認證與標準化落實 32:49 📣來賓檔案：認識廖孟彥顧問 👉議題洞察：服務流程優化-全面優化服務流程，提升顧客滿意度與品牌競爭力 💡了解 PZB、MOT、SERVQUAL 是什麼 💬留言告訴我你對這一集的想法： https://open.firstory.me/user/ckxsmznq47unn0910fbmlitql/comments Powered by Firstory Hosting

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EP134 | 服務流程優化3關鍵：建構體驗經濟時代的競爭優勢 Ft.廖孟彥顧問【顧問營業中】#廖孟彥 #孟老師 #企業顧問 #顧問諮詢 #線上採訪 #服務流程優化

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