【正文】 he emotional consumption age. In the emotional consumption era, panies with similar products has been achieved at the same time, homogeneity, can, same price, consumers pursue is no longer the quality, function and price, but fortable, convenient, safe and secure, speed, newly established, environmental protection, clean, pleasant, interesting, consumers increasingly focus on the product can bring vitality to their lives, enrichment, fortable, aesthetic and spiritual culture grade, and exceed consumer expectations of presale, sale, aftersales service and consulting. That is to say, people39。 If far exceed customer expectations, and far higher than other peers, customers truly satisfied。s point of view of product development, design, and provide personalized, human nature and practical products, from episodic TV to new color TV anti change, from a small child prodigy washing machine hand rub type washing machine, from refrigerators to the little prince wisdom eye frequency conversion air conditioning, from 17 hours make mike freezers to aftersale onestop service stars, notting have is not in order to meet customer needs and provide satisfaction to the value of goods and services. And as Microsoft39。s content as the customer, customer satisfaction is our work goal, create the most value for customers of products and services is our highest goal. Guided by these principles, would rather let oneself can39。s point of view of product development, design, providing personalized and humanized high valueadded products and services, is correct, but must let customers participate in product design. Use of the Internet and the CAD technology to establish effective munication and information exchange with customers, timely grasp the various requirements of the customer information and customer value, encourage a variety of information sources to timely update the customer information database. After analysis, the summary, understand the nature of customer demand, and the nature of the customer demand information bee the enterprise each department of Shared resources. To design products, to provide customer satisfaction services. Now, many panies have adopted a named: product configurator system to help users to participate in product design. Namely in the puter to store all the latest information, product module and replace at any time, marketing personnel at the scene of the sales through the Internet, according to user needs or together with the user configuration of the need to meet the value of the product. Shanghai gm pany production car to operators and users are very satisfied, because let users involved in the design of the product. And haier whether for sichuan farmers can wash sweet potato washing machine production, production of the little prince refrigerator for Shanghai users, or the anti color TV, haier39。 After sales services to valueadded feedback back, make customers feel warmth and love. Haier air conditioning, is like an old lady bought on my way home by the dirty driver ran, haier after learning, free immediately send a new air conditioning, haier to the old lady and decided after delivery in place. Inner Mongolia a user due to fire in the home, just bought the haier refrigerator burn out, haier jump from puter service network to the user after the detailed address, the chosen car fixed with four days to get to the refrigerator. This premium services must win customers satisfaction exceed expectations. In today39。s demand is, what was the cause of their departure, who bought a product, why? Know the motivational factors and create customer loyalty. Cultivate loyal customers marketing method has two kinds: One is to properly handle the customer plaints. As long as properly handle customer plaints, 82% of customers will buy goods again. To properly handle the customer plaints, require panies to establish a good set of humanized management plain system. First, sets up the customer plaints, is the best gift to the enterprise, it is good to improve the enterprise management concept, Second, the enterprise must establish effective plaints handling policy and system, and training staff, correctly handling customer plaints, standing in customer39。 To collect all the details related to the customer to create conditions。 Interactive twoway munication with customers for long time, in order to provide the potential demand, and seems to have thought of the thought of meet the expected value of a product or service.