基于O2O模式的电力客户价值共享研究

摘要

Based on O2O mode theory, this paper is proposed construction of the electric power customer service platform on“the mo⁃bile APP+integral mall+big data”, by APP for power customers provid⁃ed communication services, mobile payment, information services, by integrating the mall to realize the value of sharing, customer bonding and query information communication, through data analysis to achieve ac⁃curate service support and scientific decision support state⁃owned power company to enhance the quality of service, improve customer satisfac⁃tion, reduce operating costs, competitive advantage enhancement.%以O2O模式为基础，提出构建“手机APP+积分商城+大数据”的电力客户服务平台，通过APP为电力客户提供服务沟通、移动支付、信息查询服务，通过积分商城实现价值共享、客户粘合和信息沟通查询，通过大数据分析实现精准服务，以支持科学决策，实现供电公司服务质量水平提升、客户满意度提高、运营成本降低、竞争优势强化。