Research On Custom Loyalty Management Of AB Company

To keep the current position among competitors and ensure a leading role of the industry,customer needs and satisfaction has gradually become the main focus of businesses.The core of an enterprise's management has always been able to continuously build up and maintain customer relationship to make profit which means the management of customer loyalty is the key and improving customer loyalty can guarantee an enterprise's profit.Giving the different requirements to customer loyalty of different industries,the influencing factors are not the same either.Because of its special features of education industry,customer experience is especially essential.There are always some institutes that purely go after profit without any concept of managing customer loyalty which leads to bad customer experience and company image.The relevant documents on this topic are mostly micrographic or conceptualized which requires companies to make use based on their own situations and to make practical management plans.This essay has referred to some previous theories on customer loyalty and management on customer relationship,based on AB Company's current situation,tries to analyze the company's management on customer loyalty,finds out the key indicators and ratio that affect customer loyalty and furthermore proposes practical and applicative suggestions to help improve the management level,make more profit and build up the brand image of the company.The essay has collated and summarized some first and second handed materials,after analysis on data,found out the factors that affected AB Company's customer loyalty.The second handed materials include related domestic and international documents,research findings and current development status of the industry.The first handed materials are mainly data on customers the company has built up,the analysis and measurement on customer loyalty which are used to find out the key indicators and ratio that affect customer loyalty including location of loyal customer groups,satisfaction analysis of loyal customers and analysis of net promoters' behaviors.The relations between these data revealed the key factors and blind spots of managem ent which could suggest specific management plans on customer loyalty.Based on the current situation of AB Company,the essay proposed a management plan on customer orientation and satisfaction and implementation plan on customer relationship.Customer orientation is to guide loyalty management and it should be the core of all strategies which include business and management flow.The management of customer loyalty needs to specify the customer interaction during business flow and it needs different strate gies for different groups.For instance,companies should strengthen up post-service for mature customers while new customers are more sensitive to price which requires more service during sales.Companies should set up an estimation system on customer loyalty.This essay is mainly referring to related loyalty management theory without any specific theoretical innovation.According to the reality from AB Company,the management plan mentioned in the essay does have positive effect on enhancing and improving AB company.Additionally,conditions in AB Company are also reflecting problems we have in this industry,therefore the plan flagged in this essay can contribute some reference values to the whole English Education Industry.