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1、顾客满意度提升策略研究随着中国市场竞争的FI趋门热化，企业间的较量已开始从产品的竞争转向顾客资源的竞争，顾客资源正在逐渐取代产品技术木身，成为企业最为重要的资源。关注顾客、研究顾客、探讨“如何使顾客满意”已经成为现代企业取得竞争优势不可或缺的要素。我国企业在顾客满意度的建立，结果并不令人满意。如何提高顾客满意度，树立产品和服务在顾客心冃屮的形彖，不断的吸引更多的客户，为企业赢得更多的利润是经营者而对的一个重人课题。木文的主要内容包括：从戸前的研究现状出发，对顾客满意和顾客满意度进行界运，接着在文献综述的基础上建立顾客满意度模型，并确定顾
2、客满意度影响因素，其中包含顾客感知质量，顾客感知价值，顾客抱怨。并根据影响因索的基础上提岀基于顾客满意度的提升策略。本文的研究成果，对于顾客满意度的提高分为两种不同的策略，一种是针对处于不满意状态的顾客，要正确对待顾客不满，坚持顾客至上的理念，建立顾客反馈信息平台，处于满意的顾客要保持良好的沟通和加强情感作用，提高核心产品价值。关键词：顾客满意顾客满意度满意度状态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
