第三方物流企业客户忠诚度评价及提升

On the Evaluation of the Customer Loyalty to Third-Party Logistics Companies and Its Boosting

随着第三方物流行业竞争的日益激烈,评价及提升客户忠诚度已成为企业发展的重要问题。对客户忠诚度可从客户满意、转换成本、关系信任、重复购买、客户推荐、交叉购买、价格敏感等方面进行评价并建立相应的测量指标体系,又可从提高客户满意度、对企业的信任度以及转换成本等方面提升客户的忠诚度。

With the increasing competition in the third--party logistics sector, evaluating and enhancing customer loyalty has become an important issue in the development of such companies. Customer loyalty can he evaluated from the perspectives of customer satisfaction, switching cost, relationship trust, repeated purchase, customer recommendation, cross--purchase, and sensibility to price, and a corresponding measurement index system can be constructed for it. Customer loyalty can be enhanced through improving customer satisfaction, customers＇ trust in the enterprise and switching cost.