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1、附录AppendixCustomerSatisfactionStrategyinChainSupermarkets Customersatisfactionstrategy’smainideais:theguidelineisthatthewholeoperationalactivitiesofsupermarketsareforcustomersatisfaction,incustomers’viewtoanalyzeconsumptiondemand.Bysatisfyingcustomers’needtore
2、alizesupermarkets’operationalaim.Thefundamentalpurposeofsupermarkets’customersatisfactionistocultivatecustomers’trustonsupermarkets,toenhancecustomers’satisfactionforthewholesupermarkets’operationalactivities.Inordertodothis,wemustknowthenewmarketingstrategy’s
3、content,andcarryitoutseriously.Itsimplementarypointscanbesummarizedasthefollowingmainaspects:(1)Shaping"customerfirst"businessphilosophy.Theoperationalphilosophyof"customerfirst"isthemostfundamentalmotivationforservingcustomers,meanwhile,italsoconductsmakingde
4、cisions,connectingallthedepartmentsofsupermarketstostriveforthecustomersatisfaction.Thisoperationalphilosophyisnotonlyemphasizedinseniormanagement,moreimportantistoembeditintoeveryone’sheart,andhelppersonnelunderstandtheimportanceofthisphilosophy.Fromitsbasicm
5、eaning,theoperationalphilosophyof"customerfirst"hasthreegradations:customeristhehighest,thecustomerisalwaysright,everythingforthecustomer.Customeristhehighest.Customersaretheexternalpublicwhohasdirectrelationwiththesupermarket’sfutureanddestiny.Tosomeextent,th
6、emarketisthecustomer,lostpublicisthesameaslosingthemarket.Thefateofonesupermarketwithoutmarketcannotbewellimagined.Therefore,theessenceofthemarket-orientedisthecustomer-oriented,inthespecificconcept,customeristhehighest.Thisidearequiresthat7supermarketsshouldp
7、utcustomersatthefirstpositionofoperationandmanagementsystem,letcustomersfeeltheGod’srealexistence,thus,customerswillproduceacknowledgmentandaffiliationmentallyforsupermarkets.Thecustomerisalwaysright.Theideaofthecustomerisalwaysrightisverydifficulttosetupfromt
8、helogicpointofview;itdoesn’tconformtotheobjectiverealityeither.However,inordertoachievethesupermarket’saim,aslongascustomers’faultsdonotconstituteagreatlosstosupermarkets,supermark
