基于客户体验的电力优质服务提升策略

Electricity High-Quality Service Improvement Strategy Based on Customer Experience

在我国电力体制改革的背景下,传统的电力企业逐渐意识到以客户需求为导向的重要性,并不断反思如何成为以客户需求为终极目标的企业,而客户体验管理便是其中的核心内容。文章对客户体验管理的内涵加以介绍,对新形势下的电力客户体验管理措施进行探讨,希望借此提高客户的满意度,进一步推动电力企业的转型升级,在提升用电企业管理能力、优化和完善管理流程中发挥关键性作用。

Under the background of China’s electric power system reform,traditional electric power enterprises gradually realize the importance of customer demand orientation,and constantly reflect on how to become customer demand-oriented enterprises,and customer experience management is the core content.This paper introduces the connotation of customer experience management and discusses the management measures of electricity customer experience under the new situation,hoping to improve customer satisfaction,further promote the transformation and upgrading of electric power enterprises,and play a key role in improving the management capabilities of electricity consumption enterprises and optimizing and improving the management process.