摘要
顾客满意是企业生存和发展的基础。顾客满意度可通过直接向顾客调查,建立处理投诉、意见和建议的系统,聘用秘密顾客,成立顾客组织和流失顾客调查等方法进行测量。企业提高顾客满意度的主要方法有通过关系营销培育忠诚顾客,努力追求顾客占有率和更加注重顾客差异化等。
CS is the foundation of the enterprises for existence and development. There are many methods to measure degree of CS , example making a customer investigation, establishing system to deal with complaints and proposals, engaging secret customers, setting up customer group and investigating customers of running off. The major methods to raise the degree of CS are cultivating honest customers through relationship marketing, being after the rate of having customers and paying attention to differences of customers.
