Customer Satisfaction Strategy Research Of The Services Enterprises

Following the rapid development of economy and more and more fiercely global competition, the services enterprises are confronting large pressure in operating. Concerns about customer satisfaction strategy is more than before, especially in the services enterprises in China. Their total development level and services marketing ideas lag behind the demand of the international market competition and far less than the development strategy demand of the opening-up policy and the connection to the international market. Hence, the services enterprises need scientific theory to direct them and promote their competitive edge.At first, the paper explains the important role and significance in national economy as the services industries and the services enterprises and the existing problems of the services enterprises in running and managing .The paper demonstrates that it is essential and necessary for the services enterprises to implement the customer satisfaction strategy. On the foundation of these content, the paper put forward to the notions and basic theory of the customer satisfaction strategy management and displays the existing problems in the process of implementing the customer satisfaction strategy management.On the basis of the analysis of the basic theory of the customer satisfaction strategy, the paper designs the basic frank in implementing the customer satisfaction strategy in the services enterprises and puts forward that the customer satisfaction strategy system of the services enterprises should include the customer satisfaction strategy positioning system, the customer satisfaction strategy operating system, the customer satisfaction strategy supervising system, the customer satisfaction strategy adjusting system and the customer satisfaction-strategy guarantee system. Meanwhile, the paper explains and analyzes the operation of the five sub-systems.At last, the paper illustrates the general rules the services enterprises should obey when they construct the frank of the customer satisfaction strategy management and displays the difficult points when it is operated. The paper believes that establishing and implementing the customer satisfaction strategy is a long-term and tough system project in the services enterprises.The customer satisfaction strategy management is a new theory. Establishing the customer satisfaction strategy management system in the service enterprises is great important and very valuable. It help improve total services level and promote the competitive capability.