【正文】 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 emotional consumption era, people pursue the sense of fulfillment and satisfaction to the heart of goods, high added value is highly personalized value goods, the pursuit of values and consciousness of diversification, personalization, and intangible satisfaction. Therefore, the enterprise will no longer attention on all the differences of general demand, should be aimed at the pursuit of the individuality of each different consumers, to design and develop enterprise products and services, to adapt to the current consumption trend of individuation and diversification. In the face of increasingly plex consumption tendency, the enterprise to manage customer demand for personalized marketing, and customer information feedback system is the key to establish customer database, customer relationship management (CRM), collection to understand consumers39。 requirements and preferences of the constantly changing, and new expectations of the enterprise, in order to better provide customers with personalized service. Fourth, cultivate customer loyalty. In the restaurant industry, the satisfied customer brand transformation in the proportion of 60% to 80%. It shows that satisfied customers do not necessarily can bee loyal customers. 80% and 80% of the profits from an enterprise39。s loyalty customers, marketing customer set Aracature corp. chief executive Larry Light in Advertising Age magazine, said earnings from loyal customers are nine times as many loyal customers. Sustained growth, walmart was able to bee a top 500, fundamental reason is that it attracts customer loyalty management ability.Is customer loyalty from customers feel, passing through twoway munication and mutual relationship, the value of is relentlessly to provide special products or services through the enterprise. Make customer loyalty and enterprise top management must have the determination to persistently, and financial support, to define enterprise loyal customer, understand customer39。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。s point of view to deal with customer plaints。 Third, handling customer department to rotate, so that each business unit can timely understanding of customer satisfaction, and gain the experience of handling customer plaints。 Fourth, the establishment of all customer plaints database, in order to timely treatment and prevent the occurrence of public relations crisis. The second is to build a loyal customer database. Only through the database to track survey analysis, can know exactly what panies have customers share will increase how much, how long does it take to reach a share. The core of loyal customer database is a relational database, it consists of a series of marketing programs from different side of children library. Loyal customer database, can provide information needed for the premium services for employees。 To collect all the details related to the customer to create conditions。 Strengthen with the customer39。s quick link。 For the development of new products and new services 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.