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1、以郑州市为例院系名称:管理学院专业班级：市场营销0502学生姓名：学号：指导教师：教师职称：讲师摘要从我国城市范围來看，超审作为一种服务行业，其所面临的竞争环境越來越严峻，尤其是从2004年底外国零售地域限制被取消，外国大型超市纷纷进驻中国,超市Z间展开激烈的竞争，在其交锋小怎样保留原有的客户，减少客户流失则成为超市发展面临的一个非常重要的问题，并且企业发展一个新客户的成本是保留一个老客户成木的5-10倍。对于超市来说，避免顾客流失是实现其利润增长的核心。本文通过对顾客流失的相关理论进行回顾，并结合营销学的相关知识，
2、以郑州市超市顾客流失原因为调查内容，从超市形象及购物环境；商品的质量、价格及种类；员工及超市服务；超市的便利性；超市促销等方面以实地问卷调查的方式得岀了顾客流失的重要原因。通过木文的研究得出应对超市顾客流失的策略：优化超市形象及购物环境；保证商品质量的基础上合理定价；强化员工的服务意识；以方便顾客为原则开展经营活动；开展积极有效的促销活动；高度重视并妥善处理顾客抱怨；实施关系营俏助于提高顾客的忠诚度。关键词：超由顾客流失规避策略TitleAnalysisofsupennarketcustomersandtoavoid
3、thelossofresearchstrategy-ZhengzhouCityasanexampleAbstractFromthescopeofChina'scities,thesupermarketindustryasaservice,itfacesincreasinglytoughcompetition,especiallyfromforeigncountriesbytheendof2004wastheabolitionofrestrictionsontheretailarea,foreignlarge-scal
4、esupermarketshavebeenstationedinChina,betweenthefiercesupermarketcompetition,initsbattletokeeptheoriginalinhowcustomersandreducecustomerchurnsupermarketdevelopmenthasbecomeaveryimportantissue,andbusinessdevelopmentcostsofanewcustomeristoretainanoldcustomerof5-1
5、0timesthecost.Forsupermarkets,fightingforrepeatbuyersistoachieveitsprofitgrowthinthecore.Inthispaper,thelossofcustomerstoreviewtherelevanttheory,combinedwithknowledgeofmarketingtosupermarketcustomersinZhengzhouCity,thereasonsfortheinvestigationofthelossofthecon
6、tentsoftheimagefromthesupermarketandshoppingenvironment;productquality,priceandtypes;supermarketstaffandservices;conveniencestores;supermarketpromotionsandsoontothefieldthewaythesurveyobtainedanimportantreasonforthelossofcustomers.Throughthestudyofthisarticlede
7、alwiththelossofsupermarketcustomersstrategy:optimizationofimageandshoppingenvironmentsupermarket,supermarketsshouldbeareasonablepricetoensurethatproductquality,availability,richservicestostrengthenstaffawarenessoftheprincipleofconveniencetoourcustomersfordoingb
8、usiness,carryingoutactiveandeffectivepromotionalactivities,attachesgreatimportancetoandproperlyhandlecustomercomplaints,theimplementationofrelationshipmarketingtoenhancecust
