Research On Improving Customer Loyalty Of Shipping Agencies

In the field of shipping agent of China,the shipping agencies gradually apply the customer service management system to the customer service center,which is to center around the customer and to hold perspective-taking from the perspective of customer.At the same time,ship agencies refer to the quality management system of ISO9001:2008 criterion to carry out the system,and really subdivide and deepen the customer's problems.In the process of effective integration with the management system of the company,all of these activities and contents require the participation of all cadres and staff,including their engagement in the planning service of customer service.The agencies need to provide the customer with the corresponding service,to ensure the full realization of customer needs,and can meet the sustainable requirements of customer,to obtain the customer's recognition.It even needs to solve problems that customers never think of,to promote their sustainable development and enhance their competitiveness.From the current situation,competition for customers is its main objective for shipping agent industry.With the booming of China's economy,the increased volume of import and export trade,to a certain extent,it has increased the demand for ships.Of course,it also provides a good development space for the shipping agent industry.At present,China's shipping agent market is getting huge,with higher service level.The more fierce competition has reduced the agency fee.The shipping agencies realize the deepening issue around potential customer loss.Therefore,in the face of the continuous development of the current ship industry and economy in the country,the main research purpose of this paper is how to improve customer loyalty better,and to study what effective measures the shipping agencies should take to improve the management level.From the perspective of the main characteristics of shipping agent business and the concept of customer loyalty,this article clarifies the connotation and related factors of customer loyalty.This paper argues that only when customer satisfaction reaches a certain level,can customer loyalty be improved.Therefore,before studying the customer loyalty of A company,the logical relationship between customers and enterprises should be investigated.Through designing three variables,this paper applies them to the ACSI model,and then makes an analysis on 23 indicators from multiple aspects affecting the customer satisfaction,to obtain objective and real factors affecting customer loyalty and investigates the later willingness of the customer to cooperate.The survey result shows that the customer satisfaction and the later willingness to cooperate in the future of A company has both risen in recent years,but there still exists the phenomenon of customer loss,which leaves much space to improve.After in-depth study,this paper finds that A still has some shortcomings in customer maintenance and management,such as: It fails to establish the closed loop management of customer satisfaction,and the customer relationship has not been fully achieved.In addition,the internal value of the company service is not high as expected,and the service process control strength failed to ensure the high satisfaction of customer.The reason lies in that the customer service concept is not implemented with the low customer switching,and the training system of customer service is not perfect.Targeted at these problems with the relevant factors,In order to improve the customer loyalty of A company,the paper argues it needs to further improve the customer service process,and develop customer relationship value,improve service level as well as strengthen service control.In addition,A company should also strengthen service concept centering around customer,and the construction of the personnel training system as well as the construction of the performance evaluation system.