“消费者是上帝”之我见

Interpretation of ＂Customer is the God＂

旨在论述当今社会，各商家都非常看重消费者满意度，许多著名厂商为了创造较高的“顾客满意度”，纷纷打响了白热化的“商战”。在CS（顾客满意度）战略的影响下，顾客的确受益匪浅。可是，顾客满意并非代表企业和员工也满意。通过对具体案例的分析（以日本本田公司、美国西南航空公司为例），阐述了“消费者是上帝”这一学说的正确性和局限性。最终得出结论：只有CS战略才能带来顾客的满意，但“消费者是上帝”的论断只是CS战略的一个方面。事实上，对企业来说，员工也是顾客，是企业的“内部”顾客。从这个角度来说，CS战略还包含积极创造员工的满意度。

In today＇s society, businesses have attached great importance to customer satisfaction, in order to create higher customer satisfaction, many well-known manufacturers, have started a fierce ＂business war＂. Influenced by customer satisfaction, customers have been benefited a lot. However, customer satisfaction doesn＇t necessarily reflect the satisfaction of the enterprises and their employees. Based on the analysis of specific cases （Japan Honda, Southwest Airlines）, the correctness and limitations of the proposition that ＂consumer is God＂ were expounded. Results showed that customer satisfaction strategy could only bring about customer satisfaction, but only one of the aspects. However, in fact, as for enterprises, their employees are also customers, who are the internal customers of those enterprises. From this perspective, customer satisfaction strategy also includes actively creating employee satisfaction.