【正文】 with customers when the contact will be with great enthusiasm into their intellectual capital, creative customer service, and to timely detection of trends in customer demand, timely product and service valueadded, firmly grasp live in the hearts of customers, to his satisfaction. FedEx found that when internal staff satisfaction rate to 85%, their customer satisfaction rate of 95%, and also very optimistic about corporate profits. Here determines the attitude of all employees. Therefore, panies must be customer satisfaction of business philosophy permeates the minds of staff, reflected in the management of employee loyalty to their R amp。s most talented developers to introduce even better than the products customers want, while the formation of global sales of economy of scale, the lowest price. This is Microsoft39。 while the cost of obtaining a new customer is to maintain a 6 times the cost of old customers. Therefore, the American scholar Tangpeiposi that: the decision whether or not the key to the success of an enterprise is not market share, but rather customer share. As a result, enterprises have been through an extensive and detailed market research, direct contact with consumers, customer feedback, etc. to understand the reality in all aspects of customer needs and potential needs. Rely on the loyalty business sales satisfaction, service personnel, regular, prehensive quantitative determination of customer satisfaction in order to accurately grasp the business with customer satisfaction the gap between objectives and priority areas, to further improve the business activities . Rely on the corporate culture of high affinity, highly efficient management and full human to make joint efforts to provide customers with high valueadded products, high levels of familylike service to win customers changing and upgrading satisfaction, win more share many customers. Such as Haier always put customer needs first, stand in the customer point of view of product development, design, personalized, humanized useful products, from the pullscreen TVs to the latest release of Taiwan does not blink of an eye for color TV, small hand rub a small child prodigy washing machine washing machines, small refrigerators Prince to wisdom eye inverter air conditioner, the system 17 hours from a Mike freezer to aftersalestop star service to meet customer needs and both are provided to the satisfaction The value of products and services. Another example is Microsoft39。 if panies can continuously or for a long time the customers satisfaction, customer loyalty will be. Loyal customers will not only regularly repeat purchase, but also other related businesses to purchase products or services。s prior expectations, customers will be basically satisfied。 D force, employee engagement, customer service ability, customer affinity, peer recognition ability, munity contributions to force, public relations and dissemination of munication skills, corporate culture drive, environmental adaptation, and so forth. These integrated image of the force and the synthesis of integrated sustainable petitiveness, which is CS strategy to solve the problem. CS times, panies no longer own the center, but to customercentric。 The strategy of customer satisfaction and customer satisfaction marketing Since the 20th century, since the late eighties, the customer satisfaction strategy is increasingly being business has more customers share the overall business petitive advantage means. First, customer satisfaction strategy is to get a modern enterprise customers, money votes magic weapon With the changing times, the great abundance of material wealth of society, customers in the main consumer demand across the material has a lack of time, the number of times the pursuit, the pursuit of quality time to the eighties of the 20th century entered the era of the end consumer sentiment. In China, with rapid economic development, we have rapidly beyond the physical absence of the times, the pursuit of the number of times and even the pursuit of quality and age of emotions today gradually into the consumer era. Spending time in the emotion, the pany39。忠誠(chéng)顧客數(shù)據(jù)庫(kù)的核心是關(guān)聯(lián)數(shù)據(jù)庫(kù) ,它由一系列記錄營(yíng)銷項(xiàng)目不同側(cè)面的子庫(kù)組成。 二是建立忠誠(chéng)顧客數(shù)據(jù)庫(kù)。妥善處理顧客報(bào)怨 ,要求企業(yè)確立一套良好的人性化的“報(bào)怨管理”制度。培育忠誠(chéng)顧客的營(yíng)銷方法有兩種 : 一是要妥善解決顧客的抱怨。 顧客忠誠(chéng)是來自顧客感受到的、通過雙向溝通所傳遞的價(jià)值和相互關(guān)系 ,是通過企業(yè)不懈地提供超值產(chǎn)品或服務(wù)而取得的。而一個(gè)企業(yè) 80%的利潤(rùn)來自 20%的忠誠(chéng)顧客 ,營(yíng)銷顧客集Aracature Larry Light 在 Advertising Age 雜志上說 ,從忠誠(chéng)顧客身上得到的收益是非忠誠(chéng)顧客的 9 倍。 在餐飲業(yè) ,滿意顧客中品牌轉(zhuǎn)換者的比例竟高達(dá) 60%到 80%。面對(duì)越來越復(fù)雜的消費(fèi)傾向 ,企業(yè)要駕馭顧客需求 ,進(jìn)行個(gè)性化營(yíng)銷 ,關(guān)鍵在于建立顧客資料庫(kù)與顧客信息反饋系統(tǒng) ,進(jìn)行客戶關(guān)系管