Analysis On The Influencing Factors And Countermeasures Of Corporate Customer Loyalty In Telecom Operator

Since 1994,China's telecommunications industry enters gradually mature and high speed development stage,but with the rapid development of communication technology,the communication industry to bring huge opportunity at the same time,also bring huge challenges.At the end of 2013,the issuance of 4G license began,indicating that the telecom and communication industry has entered a new era.At present,the successive pilot projects of 5G have pushed the industry forward.Nowadays,the development of the entire information industry chain is unstoppable.Diversified,characteristic and personalized businesses have become the trend.Innovative products such as big data,Internet of things and cloud computing have gradually replaced traditional fixed and mobile communication products and become new growth points of the communication industry.The rapid development of telecommunication technology also brings many uncertain factors to the change of the whole industry.Telecom operators have a long history of high profits,but at present the industry is facing an increasingly complex extermal environment,many internal dynamics and external pressiure is profoundly changing the development model of telecom operators.In the case of increasing competitive pressure,in the face of a diversified market environment,how to win and maintain the favor of consumers,so that their products and services become consumers' first choice,maintain the loyalty of corporate customers to the development of telecom operators is crucial.Therefore,it is of great significance to study and think about the loyalty of telecom operators' corporate customers,further enhance their brand and reputation,attract more eustomers to ehoose their own products and serviees,and establish consumers' willingness to consume and purchase again.In this paper,China unicorm S branch is selected as the research object,and theoretical analysis,field investigation,qualitative analysis and quantitative analysis are combined to carry out the research.Combine theoretical knowledge with the working practice,after a lot of customer loyalty management related literature reading,to a brief overview of the theory related to customer loyalty,introduce China unicom S branch related situation of enterprise customer loyalty management,combined with customer loyalty management status and NPS word-of-mouth test,further analysis the influence factors of customer loyalty.In addition,some Suggestions and opinions on customer loyalty management are put forward,which provide a reference for the overall customer loyally management of telecom operators.