从顾客满意战略到顾客信任战略

From the Customer Satisfaction Strategy to the Customer Confidence Strategy

简述了顾客满意和顾客信任的内涵,分析了两者之间的关系,针对目前企业营销中存在的问题,阐明了实现从顾客满意到顾客信任的意义,并提出了具体的实施策略。

This paper briefly describes the connotations of the customer satisfaction and the customer confidence, analyzes on the relation between the two things, and in the light of the problems existing in enterprises＇ current marketing, expounds the significance of realizing the transformation from the customer satisfaction to the customer confidence, and puts forward some concrete measures for carrying out this transformation.