The Research And Promotion Strategies Of The Satisfaction Of China Mobile Jilin Co. Groups Customer Service

This paper focus on the key group customers'satisfaction, based on analyzing the formation and development of the satisfaction theory and the affect to Jilin Mobile enterprises'development, combined the actual competition situation faced by China Mobile Jilin company , the results of the group customers'satisfaction were analyzed, and we also discussed how to effectively improve customers'satisfaction. This paper was divided into five chapters to discuss.we summarized the relevant theory of customer satisfaction. We described the formation and the development of the satisfaction theory, and its effect to the business. We can see the details of the standard satisfaction and loyalty measurement using international common evaluation questions and calculations. Then,described the group clients'general service, assessment Standards and scores. We subdivided the Group's customer-led, customer contact groups, ordinary employees, and we studied each of the different populations of satisfaction, loyalty situation. Compared by year, the crowd segmentation, and different cities , satisfaction, loyalty of China Mobile Jilin company were studied.we did some surveys and analysis of service satisfaction for China Mobile Jilin. First we focused on groups of mobile business customers'cognition analysis, combined with Jilin Mobile key groups on the Group's business customers and the utilization rate, Jilin Mobile key groups around the city on the Group's business customers and usage, the Group's products usage and the user's favorability were compared. We also analyzed the ratio of the key corporate customers and competitors of Jilin Province to carry out cooperation in information technology around the City, the cooperation ratio of other operators and business customers; you can see the key of the price and service competition. based on the combination of the previous chapters'analysis, we proposed the strategies to upgrade China Mobile Group Jilin Co. customer service satisfaction. First of all, to bring the brand to the key customers of the Group Marketing, delineation the key industries, pay attention to the scale demand effects, And then clear the enhancement of the marketing strategy, bundle customers, combine offensive and defensive. Multi-dimensionally use and combine the marketing resources to increase the marketing policy bundle, through the application of in-depth information bundle. Draw up a "321" strategy to enhance competitiveness,enhance the two abilities: enhancing IT support capabilities, promoting IT support system construction; the market development capability can enhance basic customer service marketing capabilities , carry out an extension of the group customers。Build a new model of business to achieve the high quality of the marketing of services. We can fully prepare for the sales to our group customer after the improvement of group customer satisfaction. The foundation of doing our job well is doing key group job well. The whole group customer market will stay still only when we do key group customer job well. Improving the group customer satisfaction is the key step of developing key group customer.