An Empirical Study on the Impact of VOC on the Market Competitiveness of Car Companies in the User Journey
王伟森1
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作者信息
1. 上汽通用五菱汽车股份有限公司 广西 柳州 545007
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摘要
研究通过分析车企用户旅程中的反馈,探讨了 VOC(Voice Of the Customer,用户声音)对产品开发、营销策略、用户体验和满意度的影响.研究采用定性和定量方法,识别了用户需求的关键点,并提出了基于用户中心的改进策略,证实了其在增强车企市场竞争力和用户满意度方面的有效性.
Abstract
This study explores the impact of VOC(Voice Of the Customer)on product development,marketing strategy,user experience and satisfaction by analyzing the feedback in the user journey of car companies.Using qualitative and quantitative methods,the study identified the key points of user needs,and proposed user-centered improvement strategies,which confirmed its effectiveness in enhancing the market competitiveness and user satisfaction of car companies.
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