Tmc Company Customer Satisfaction Management Strategy Study

Customer satisfaction is subjective feeling, but it does have a profound impact on customers, and have a great impact on the enterprises. Customer satisfaction management is a very complicated work, although in theory has been very mature, in the actual use, it still has a lot of work to do. In order to improve the level of customer satisfaction management, one must be on the practice of business to conduct in-depth understanding, and learn the influence to the customer degree of satisfaction factor.In the practical management work, customer satisfaction management could make use of resource is very limited. And improve important impact factor to increase customer satisfaction is the most direct and effective way. Combined with the basic theories of customer satisfaction and the classical model of customer satisfaction, this paper argues that if the company’s customer satisfaction to be improved, it must be thought from the customer expected value and customer perceived effect of factors. These factors were analyzed, and then the factors on the basis of specific recommendations. The customers of commercial expectations influence factors include advertising and promotion, and promotional materials, promotional activities, the same industry personnel evaluation and recommendation, business visits, and brand impression of feeling, influence of public opinion, the customer’s experience of life and other factors, these factors either have a positive effect, or have a negative influence. And the businessman in the processing of the customers of commercial expectations is in a dilemma. First of all, the customers of commercial expectations usually determines whether the customer to purchase the commodity and the commodity price. If the customers of commercial satisfaction are relatively high, they will pay more for goods purchased goods, and if the customer expected value comparison low and they will not buy it. But, on the other hand, if in the consumer goods in the process of goods from the feel of the customer perceived degree is lower, the customer for goods and service satisfaction will be reduced. Therefore, the businessmen take the customer expectation management carefully. But to the commodity the customer satisfaction has an important impact on another group of factors is the customer perceived effect, these factors include the effect of the product, business impact, product service, other brand influence, and stakeholders on the evaluation of goods, all these factors on customer perceived effect impact. Customer perceived effect has positive influence on customer satisfaction. After analyzing the customer satisfaction factors, it is necessary to improve these factors. This article gives some suggestions on how to improve these factors.