Huaihua City Tobacco Company Brand, And Implementation

China tobacco industry, which has been under the protection of Tobacco Monopoly system since 1984, is filled with the color of planned economy with the tide of the market economy. As the bridge between tobacco manufacturing enterprises and tobacco retail clients, tobacco distribution enterprises has been carrying out monopoly management to tobacco distribution market. No matter the service levels and attitude, tobacco retail clients have no choice but be loyal to tobacco distribution enterprises, therefore this makes customer satisfaction in tobacco distribution enterprises very special. With China's accession to WTO, tobacco industry is opened to foreign investment, a large number of foreign tobacco companies keep eyes to Chinese market. We must grasp the advantages of the existing monopoly, change the conception of the service, optimize service processes and service behavior, enhance customer satisfaction and loyalty, and hold tobacco retail enterprises firmly in order to keep China's tobacco advantages in the process of open policy. Therefore, in order to face the changes, it's necessary to carry out the construction of service brand.According to years of practices in tobacco industry by the author, this paper taking Huaihua Tobacco Company as research object explores the construction and implementation of service brand in tobacco area. By using the method of surveys, firstly, this article investigated the existing situation of service brand and customer satisfaction in Huaihua Tobacco Company which was analyzed by the Service Quality Gap theory and diagnosis comprehensively and finally found out the key problems and factors in the process of building service brand. On this basis, according to the service brand construction and the other theories, this article designed the service brand in terms of constructing service brand culture, optimizing service process, nurturing behavior and other aspects.