A Study Of Customer Satisfaction Strategy For Guangzhou Telecom

Guangzhou Telecom is perhaps the most influential one among the regional companies of China Telecom. Its moves can significantly impact the entire China Telecom. Currently, the telecommunications industry in China is facing a major restructuring. Both the external and internal environments are drastically changing. Guangzhou Telecom has also entered a critical stage, and needs to find a feasible and practical theory to guide its upcoming reform. Through the case studies of many successful enterprises in the world and our own research, we come to the conclusion that it is very feasible to use the theory of customer satisfaction to direct the reorganization of sales and management in Guangzhou Telecom. It will not only solve the current problems in Guangzhou Telecom, but also play a proactive role in its future development.This article first studies the current outlook of Guangzhou Telecom and proves the usefulness and essentialness of customer satisfaction theory. Secondly, it analyzes the customer base of Guangzhou Telecom and introduces the index, degree, and test of customer satisfaction for external and internal customers. Finally, based on the three components of customer satisfaction theory, mind satisfaction, behavior satisfaction, and visual satisfaction, it discusses a complete solution on how to implement restructuring and development strategies in Guangzhou Telecom. The article uses many real case studies in Guangzhou Telecom, and contains detailed instructions on the proposed reform actions. The suggestions can be quickly implemented in Guangzhou Telecom, or even the entire China Telecom. It is very beneficial to the company's profits and image. It also provides theoretical basis to the restructuring of China Telecom.