【導(dǎo)讀】勢(shì)的整體經(jīng)營(yíng)手段。我國(guó),隨著經(jīng)濟(jì)的高速發(fā)展,我們也已迅速跨越了物質(zhì)缺乏時(shí)代、追求數(shù)量的時(shí)代乃至追求品質(zhì)的時(shí)代,在情感消費(fèi)時(shí)代,各企業(yè)的同類產(chǎn)品早已達(dá)到同時(shí)、同質(zhì)、同能、神文化品位,以及超越消費(fèi)者期望值的售前、售中、售后服務(wù)和咨詢。無(wú)形的滿足感的時(shí)代已經(jīng)來(lái)臨。品牌競(jìng)爭(zhēng)發(fā)展到現(xiàn)今的形象競(jìng)爭(zhēng)、信譽(yù)競(jìng)爭(zhēng)、文化競(jìng)爭(zhēng)和服務(wù)競(jìng)爭(zhēng),即顧客滿意競(jìng)爭(zhēng)。業(yè)在廣角度、寬領(lǐng)域的時(shí)空范圍內(nèi)展開(kāi)的高層次、體現(xiàn)綜合實(shí)力的競(jìng)爭(zhēng)。合成綜合持久的競(jìng)爭(zhēng)力,這就是CS策略所要解決的問(wèn)題。高忠誠(chéng)度為經(jīng)營(yíng)理念。企業(yè)經(jīng)營(yíng)策略的焦點(diǎn)不再以爭(zhēng)取或保持市場(chǎng)占有率為主,而是以爭(zhēng)取顧客滿意。忠誠(chéng)的顧客不僅會(huì)經(jīng)常性地重復(fù)購(gòu)買,還會(huì)購(gòu)買企業(yè)其它相關(guān)的產(chǎn)品或服務(wù)；忠誠(chéng)的顧客不僅。據(jù)美國(guó)汽車業(yè)的調(diào)查,一個(gè)滿意者會(huì)引發(fā)8筆潛在的生?！熬蓬^鳥(niǎo)”員工的行為準(zhǔn)則。所以,“九頭鳥(niǎo)”的目的就是為消費(fèi)者提供物超所值的產(chǎn)品和服務(wù)。

　　

【正文】 ate the warmth and value。 feedback resale valueadded services, allowing customers to feel the warmth and truth. If a woman bought a Haier air conditioning, home run pulled the driver on his way to be black heart, and Haier was informed immediately after the woman free to send a new Haier air conditioning, and decided after the delivery place. Inner Mongolia, the home of a user due to fire, will burn just bought the Haier refrigerators, Haier access services from the puter after power found in the user details of the work address, sent by the car arrived in 4 days to fix their refrigerator. This value must win the customer service satisfaction over expectations. In today39。s era of emotional consumption, the pursuit of Heart of satisfaction and a sense of fulfillment of goods, is highly personalized valueadded value goods, the pursuit of values and awareness of diversity, individuality, and intangible satisfaction. Therefore, enterprises will no longer put attention to all the general needs of different consumers, we should pursue different personality for consumers, tailor, design and development of enterprise products and services to meet the individual and the diversity of today39。s consumer trends. Propensity to consume the face of increasingly plex, enterprises must manage customer demand for personalized marketing, the key lies in establishing a customer database and customer information feedback system for customer relationship management, continued to collect understanding of consumer needs and preferences change, and new expectations of the business to better provide customers with personalized service. Fourth, foster customer loyalty. In the restaurant industry, customer satisfaction in the brand switching, the proportion is as high as 60% to 80%. This indicates that satisfied customers bee loyal customers do not necessarily. 80% of the profits of an enterprise from 20% of customer loyalty, marketing, customer Aracature Corp.39。s President, Larry Light said in Advertising Age magazine, from the loyal customers who return a nonloyal customers are 9 times. WalMart has been able to continue to grow as 500 Boss, simply because it is the management capacity to attract customer loyalty. Customer loyalty is perceived from the customer, delivered through the twoway munication between the value and the relationship is hard to provide value through business products or services obtained. For customer loyalty, panies must have top management mitment and unremitting financial support to enterprises to define customer loyalty, understand customer needs is what formed what are the reasons they leave, who bought the product, Why? awareness and create customer loyalty incentives. Cultivate customer loyalty marketing in two ways: First, we should properly solve customer plaints. As long as the proper handling of customer plaints, the 82% of the customers will buy products again. Proper handling of customer plaints, the requirement to establish a good business humanized plained management system. First, establish a customer plained, is the best gift for business, enterprise management to improve good concept。 Second, enterprises must establish effective policies and institutions dealing with grievances and staff training, proper treatment of customers plained, standing customer approach to customer plained of the problem。 third, dealing with customer departments to rotate so that each business unit is able to understand customer satisfaction, and obtain experience in handling customer plain。 Fourth, the establishment of all customers plained that the database for timely treatment and prevent public relations crisis. Second, build up customer loyalty database. Tracked only through the analysis of the database in order to know exactly what enterprise customers have a share of increase in number, how long a certain share. Customer loyalty is the core of the database relational database, which consists of a series of records of marketing programs posed of different aspects of sublibraries. Loyal customer database, you can offer premium services for staff in a timely manner the information required。 to collect all the relevant details with customers to create the conditions。 strengthen ties with customers quickly。 for the development of new products and create the conditions for the provision of new services。 and customers longterm interactive twoway munication to provide potential demand, and may have thought it meet their expectations of nonthink of the value of the products or services.