【文章內(nèi)容簡介】 e popularization of the Internet today, its influence is larger. According to the survey of the . auto industry, one will be satisfied with the 8 potential deals, with at least one pen. And another survey shows that panies 5% increase the loyalty of customers, the profit will be increased by 25% to 25%. The 80% of the profits of an enterprise es from 20% of loyal customers。 And a new customer acquisition cost is 6 times to maintain an old customer costs. So, a famous American scholar tang page, Perth, points out that decided to hold the key to the success of an enterprise is not the market share, but in the customer share. Then, panies through extensive market research, direct contact with customers, customer feedback and other ways to get to know customers in all aspects of the real demand and potential demand. Rely on their loyalty to the enterprise satisfaction of sales and service personnel, regular, quantitative and prehensive measurement of customer satisfaction, in order to accurately grasp the enterprise management and the customer satisfaction the gap between target and its key areas, to further improve the business activities of enterprises. Rely on high affinity of the enterprise culture, high efficiency of humanistic management and the joint efforts of the whole, to customers with high valueadded products, a high standard of familylike services, to win customers constantly change and improve satisfaction, win more customers. Such as haier has always put customer needs as the first, standing in the customer39。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 each kind of product is concentrated the best developers in the world, than customers want good products, at the same time sales of globalization of economies of scale formation, reduce the price to a minimum. And this is the secret to the success of Microsoft in the past 20 years. To sum up, the emotional consumption era, how to decide which products and the production and business operation service power is no longer belongs to the enterprise, but belong to the consumer, to measure efficiency of enterprises and the existing value of the decision to customers, enterprises should try to cater to the customer, value to satisfy customers, to get monetary vote from customers as much as possible. And CS strategy to get the votes in petition.Two main steps of marketing strategy, customer satisfaction. First, the cultural establishment in the enterprise to the customer as the center, customer interests first, take customer satisfaction as the goal of business philosophy.Customers in CS theory refers to the internal staff and external customers (including distributors, wholesalers, agents, final consumer and raw materials suppliers, partners, etc.), customer satisfaction, including staff and external customer satisfaction, customer loyalty. Mechanism of enterprise success lies in customer satisfaction and loyalty, employees is the key to customer satisfaction and loyalty. Employee satisfaction and loyalty of enterprise is consumers39。 satisfaction and loyalty to the enterprise products and services, customer satisfaction and loyalty is the inevitable result of the employee behavior. No employee satisfaction and loyalty, it is impossible to create customer satisfaction of products and provide premium services, customers are not satisfied with naturally not loyalty, away from the enterprise. When the employee satisfaction and loyalty will be in contact with the customers with great enthusiasm into their intellectual capital, creative service for the customer, customer requirements and timely find trends, improve the added value of products and services in a timely manner, hold fast to the customer39。s heart, their satisfaction. Fedex, found that when the internal employee satisfaction rate increased to 85%, their customer satisfaction rate is as high as 95%, and corporate profits are very optimistic. Employee attitude determines everything here. Therefore, the enterprise must be customer satisfaction man