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1、顧客滿意度提升策略研究隨著中國市場競爭的FI趨門熱化，企業(yè)間的較量已開始從產(chǎn)品的競爭轉向顧客資源的競爭，顧客資源正在逐漸取代產(chǎn)品技術木身，成為企業(yè)最為重要的資源。關注顧客、研究顧客、探討“如何使顧客滿意”已經(jīng)成為現(xiàn)代企業(yè)取得競爭優(yōu)勢不可或缺的要素。我國企業(yè)在顧客滿意度的建立，結果并不令人滿意。如何提高顧客滿意度，樹立產(chǎn)品和服務在顧客心冃屮的形彖，不斷的吸引更多的客戶，為企業(yè)贏得更多的利潤是經(jīng)營者而對的一個重人課題。木文的主要內(nèi)容包括：從戸前的研究現(xiàn)狀出發(fā)，對顧客滿意和顧客滿意度進行界運，接著在文獻綜述的基礎上建立顧客滿意度模型，并確定顧
2、客滿意度影響因素，其中包含顧客感知質(zhì)量，顧客感知價值，顧客抱怨。并根據(jù)影響因索的基礎上提岀基于顧客滿意度的提升策略。本文的研究成果，對于顧客滿意度的提高分為兩種不同的策略，一種是針對處于不滿意狀態(tài)的顧客，要正確對待顧客不滿，堅持顧客至上的理念，建立顧客反饋信息平臺，處于滿意的顧客要保持良好的溝通和加強情感作用，提高核心產(chǎn)品價值。關鍵詞：顧客滿意顧客滿意度滿意度狀態(tài)TitlestrategiestoenhancecustomersatisfactionAbstractWithChina'sincreasinglyheatedmarketc
3、ompetition,enterpriseshavebegunatrialofstrengthbetweenthecompetitivenessoftheproductshiftfromcustomerresources,customerresources,isgraduallyreplacedbytechnologyitself,becomethemostimportantresources.Attentiontocustomers,customerresearchtoexplorethe"howtomakecustomersatis
4、factionHhasbecomeamodernenterprisemadeanessentialelementofcompetitiveadvantage?China'senterprisesintheestablishmentofcustomersatisfaction,theresultsarenotsatisfactory.Howtoimprovecustomersatisfaction,productsandservicestoestablishtheimageofthecustomer,andconstantlytoattr
5、actmorecustomers,inordertowinmorebusinessoperator^profitisamajorissuefacedby.Themaincontentsofthispaperinclude:thestatusquofromthecurrentstudy,thesatisfactionofcustomersatisfactionandtodefine,andthenintheliteraturereviewbasedonmodelofcustomersatisfaction,customersatisfac
6、tionandtodeterminetheimpactoffactors,includingcustomerperceivedquality,customerperceivedvalue,customercomplained?Impactfactorsbasedonthebasisofimprovementbasedoncustomersatisfactionstrategy.Inthispaper,theresultsofresearchfortheimprovementofcustomersatisfactionisdividedi
7、ntotwodifferentstrategies,oneisnotsatisfiedwiththestatusforcustomersin,itisnecessarytocorrectlydealwithunhappycustomers,adheretotheconceptofcustomerfirst,theestablishmentofaninformationplatformforcustomerfeedback,satisfactionincustomerstomaintaingoodcommunicationandstren
8、gtheningtheroleofemotions,thevalueofcoreproductsimproved?KeywordsCustomerSatisfactionCustomerSatisfacti
