In sum LEading service quality 日 Some quality gaps avalue for money for further improvement OTop customer satisfaction 日 Top customer loyalty hts reserved, Zou deqian Consumer Insights Most consumers are not perfectionists for quality excellence Most consumers are not eager price deal hunter Most consumers want guaranteed, trustworthy service for reassurance Consumers value service with higher priority In their eyes, corporate brand is the signal of capability, therefore, trustworthiness O Copy rights reserved, Zou Deqian16 31 © Copy rights reserved, Zou Deqiang ‰Leading service quality ‰Some quality gaps ‰Value for money for further improvement ‰Top customer satisfaction ‰Top customer loyalty In Sum 32 © Copy rights reserved, Zou Deqiang Consumer Insights • Most consumers are not perfectionists for quality excellence • Most consumers are not eager price deal hunter • Most consumers want guaranteed, trustworthy service for reassurance • Consumers value service with higher priority • In their eyes, corporate brand is the signal of capability, therefore, trustworthiness