The Study About The Scheme Of WQ Group To Create Customer Satisfaction And Loyalty

In a market economy environment,"customer satisfaction" has gradually become thebusiness people useful expressions, and a business operator which finds a customer shallhave the right to judge the quality of the product or service, decide whether to continuewith the company current, is the source of corporate profits. To remain invincible in theprocess of competition, is to have a group of loyal to the enterprise customers. Forcorporations, a satisfied customer to product, the brand and the company to maintain theloyalty, repeat purchase. On the other hand, their oral communication can expand productawareness, promote the enterprise image.This paper summarizes the customer satisfaction and customer loyalty related theory,to their relationship is discussed. Based on the study of the theory, combined with theactual situation of WQ company, theory to practice, analyzes its customer service strategyto create a customer satisfaction and customer loyalty of the scheme, in view of thescheme in the process of implementing the author puts forward his opinion. The paperconsists of four parts, the first part is the introduction, mainly to choose a background andmeaning, customer satisfaction and customer loyalty theory research situation at home andabroad, and illustrates that this thesis using case analysis method; The second partintroduces the customer satisfaction and customer loyalty concept, relationships, andrelationship adjustment factors; The third part for WQ company to create a customersatisfaction and loyalty of the basic ideas, The fourth part to WQ company to create acustomer satisfaction and loyalty of the implementation process of the anticipation, andthe operation effect made a summary, and points out that this scheme in the process ofimplementation of the existing problems and proposed some measures.Through the "tocreate a customer satisfaction and customer loyalty program" of a series of measures, themanagement of the enterprise performance has improved significantly, the importantcustomer repeat order rate to rise sharply. As a traditional manufacturing enterprise’srepresentative, in today’s market economy environment, it should connect its ownconditions, better serve our customers, to create a customer satisfaction and customerloyalty, and then realize the development of the enterprise itself.