零售业客户忠诚度与营销策略分析

Analysis of Customer Loyalty and Marketing Strategy in Retail Industry

客户满意度管理是零售业营销环境下提升客户价值、建立和保持客户忠诚的有力工具,而识别客户的体验需求,提高NPS记分是提高零售业客户忠诚度的先决条件。从企业战略实施层面来看,我国零售业提高客户忠诚度是企业可持续发展的核心要素,忠诚的顾客是企业最宝贵的财富。

Customer satisfaction management is a very powerful tool to improve customer value and maintain customer loyalty in the retail industry, while the identification for customers＇experience requirements is the precondition of loyalty. From the perspective of implementation of the strategy, improving customer loyalty is a core element of sustainable development of retail industry and customer loyalty is the most valuable asset.