Key Customer Satisfaction Research On P Company And Promotion Strategy

The current economic downturn at domestic and abroad, ceramic tile business difficulties will be increased, such as lower effective demand, product inventory increased, utilization rate of production declined, pressure on energy conservation and emissions reduction, and the rising cost of raw materials, labor costs and other factors of production. Ceramic tile industry will be reshuffled. Companies from scale to the brand differentiation will become the mainstream of future trends, and the brand construction of the ultimate goal is to meet customer expectations and satisfaction, and customer satisfaction will be focus on enterprise.Key customer is one of the largest contributors to corporate profits. In the case of each enterprise to have consistent quality, service quality will be an effective way to improve customer satisfaction. This paper summarizes the domestic and foreign related to service quality gap model, Servqual service quality measurement method, the service recovery theory, the expectancy disparity model, performance model, fairness perception model, both at home and abroad customer satisfaction index model, and the theory will be practiced. Key customer satisfaction model of the ceramic tile company P will be created in the paper. First of all, data of interviewing the managers inside the company and the customer will be analysed. Then according to the needs of customers and focus, from the four part including order processing and delivery and using the product and after-sales service, it will be selected ten factor such as employee performance and delivery speed and short message service and receiving matching and construction and maintenance manuals and product quality stability and cost performance and complaint handling and friend recommended and compared with competitors as indicators of customer satisfaction. Secondly, it will be used the analytic hierarchy process(AHP) to determine the proportion of each factor, and it's consistency will be checked by the software of yaap V7.5. Finally, the questionnaire designed will be checked about reliability and validity by the software of SPSS 19.0.Due to the particularity of key customers, the paper will be adopted the method of census to interview by telephone, and will collect data to analyse. And then it will be examined in the each work link of key client department, further it will be compared with the key customer satisfaction model. The NPS(Net Promoter Score) will be introduced as predictors of customer loyalty. Optimization Suggestions It will be suggested optimization proposal from at evaluation results. Based on mobile Internet technology, the article will be suggested to establish the system of company information management platform. It will be integrated organically customer management system and production management and logistics management system etc. by the APP technology, so as to be improved work efficiency and be reduced the errors. In the customer complaint management system, it will be proposed to set up the early warning system of the customer complaint. It will be summarized regularly and shared the experience of the customer complaints. For improving the service quality of staff, the paper will be suggested to more care the staff, to train, team building, to improve the staff's enthusiasm, to improve team cohesion.Ceramic tile as the traditional manufacturing industry, the industry development will be transformed to product service from the product manufacturing, to build brand differentiation strategy. It will be built key customer satisfaction model and evaluation method. It can provide a good reference for the development of the transformation of the industry. Further, based on the P company of key client department work flow, the satisfaction evaluation indicators designed can be incorporated into the department staff performance appraisal system, as an effective tool for staff management. It will be suggested that enterprises measures the key customer satisfaction evaluation on a regular basis to find the gap between customer expectations and enterprise product standards, service specification, marketing communication. It will be provided guide in innovation of product and service.