Strategy And Implementation Study To Improve Shanghai H Mercedes‐benz Dealership’s Customersatisfaction Level

At present, China’s automobile industry is entering a period of balanced development; crowded, highly competitive market environment has been formed. Under this background, how to win customers, profits and thus achieve sustainable development of the brand is a challenge faced by all car dealers.The results of research by Chinese and foreign scholars as well as market research found that if a 15% increase in customer loyalty, profit is likely to double. Therefore, improving customer satisfaction, customer satisfaction into customer loyalty has become one of the best solutions to meet the challenges.In this paper, Shanghai H-Benz 4S shop as the research object, the status quo Benz 4S shop customer satisfaction through research H, the pressure of market competition faced and H want to further improve customer satisfaction, customer satisfaction and further into the enterprise a series of difficulties and challenges facing the real interests were in-depth analysis. This paper describes the H4 S shop to achieve a high degree of customer satisfaction as the goal, step by step starting from the different levels of operational processes, organizational structure, technology platforms, according to their own customer satisfaction and features of the status quo, develop and implement a customer satisfaction enhance the programs and results achieved, thus in-depth analysis of the customer satisfaction management of enterprise development risks and opportunities that exist, collate and analyze the development and implementation process of a high-end car brand 4S stores to enhance customer satisfaction program. Based on the H-Benz 4S stores to enhance customer satisfaction research program to prove the success of the enterprise customer satisfaction in the market competition has a very important role in the automobilemobile dealership business managers need to present and future business operations management can be more emphasis on customer satisfaction and support, so that " customer-centric " not just stay in the slogan, but a real change in thinking, breaking limitations, the customer as the most valuable "asset " systematic management and development, personalized, technology-based services to enhance the customer experience, develop customer loyalty, customer satisfaction will be converted to the economic interests of the enterprise; while recording this paper analyzes the H automobile 4S shops in improving customer satisfaction the various stages of the internal facing external problems and solutions to this problem and hope to other ongoing strategy to enhance customer satisfaction automobile 4S shops provide practical reference for effectively enhance the efficiency of enterprises.Hope that other high-end brand automobile 4S shop management can pay more attention to customer satisfaction through this article and get some useful reference and inspiration.