【導(dǎo)讀】自20世紀(jì)八十年代末以來,顧客滿意戰(zhàn)略已日益成為各國企業(yè)占有更多的顧客份額,獲得競爭優(yōu)勢的整體經(jīng)營手段。在我國,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。代、追求數(shù)量的時代乃至追求品質(zhì)的時代,到今天也逐步邁進(jìn)情感消費時代。文化品位,以及超越消費者期望值的售前、售中、售后服務(wù)和咨詢。和意識多元化、個性化和無形的滿足感的時代已經(jīng)來臨。這種競爭是企業(yè)在廣角度、寬領(lǐng)域的時空范圍內(nèi)展開的高層次、體現(xiàn)綜。這就是CS策略所要解決的問題。贏得顧客高忠誠度為經(jīng)營理念。企業(yè)經(jīng)營策略的焦點不再以爭取或保持市場占有率為主,據(jù)美國汽車業(yè)的調(diào)查,一。而另一項調(diào)查表明,企業(yè)每增。依靠對企業(yè)滿意忠誠的銷售、服務(wù)人員，標(biāo)的差距及其重點領(lǐng)域,從而進(jìn)一步改善企業(yè)的經(jīng)營活動。忠誠度是員工行為的必然結(jié)果。在此原則指導(dǎo)下,寧愿讓自己吃虧不能讓顧客吃虧已成為“九頭鳥”員。所以,“九頭鳥”的目的就是為消費者提供物超所值的

　　

【正文】 ces, 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. 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.