A Study On The Application Of Customer Experience Management In The Electric Power Corporation

In recent years, as China's rapid economic development, electric power industry changes gradually from the seller's market to the buyer's. Meanwhile, the power supply enterprise society takes more social responsibility, introducing competition break the monopoly requirements increasingly intense, forcing the power supply enterprise to re-examine the core values of enterprise philosophy, and gradually began to focus on customer experience, to "take the customer as the center" direction changes. So, how to "take the customer as the center" the value concept of assigned to specific customer service operation, how to improve customer satisfaction and systematic enterprise reputation? It is the key problems to be solved urgently.From the source of influencing customer satisfaction and customer loyalty -- the customer experience, applying customer experience management related theory, this thesis analyses the customer experience management in electric power enterprise, expounds the characteristics of implementation and improve power customer experience management, and the necessity of the power customer relationship management in survey based on the present situation of current customer experience, it summarizes and analyzes the main problems of management application and causes. Further, from the customer experience management, and puts forward the typical experience electric power enterprise customer experience management application mode and application methods improved specific strategies, mainly including: in order to improve the power customer in accordance with the overall experience as the starting point, the theory of "demand Maslow's competency, not crossed" principle, will customer experience into electric power products, power supply service, power employees, brand image and emotional ties to five aspects, through five aspects with customers and contact channels and the contact point subdivided, combined with the power supply enterprise to own resources and ability, to each customer experience point improvement plans and through comprehensive management process, which has PDCA destination for customers to create high quality customer experience, strengthen customer perceptive value.