Research On The Strategy Of Improving The High-end Customer Satisfaction Of China Mobile Nantong Branch

With the rapid development of the Internet,the competition in the communication market has become increasingly fierce in recent years.In the fierce market competition,China Mobile Communication Group Co.,Ltd.,China Telecom Group Co.,Ltd.and China United Network Communication Co.,Ltd.have successively lowered the prices of products,and operators have made every effort to compete for users,Try to take advantage of the market.In such a fierce competition,how to retain customers has become the focus of enterprise research.Therefore,in the face of new and old customers,how to improve customer satisfaction and ultimately obtain customer loyalty has become the core competitiveness of enterprises.As a subsidiary of China Mobile Jiangsu company,Nantong Mobile's business performance is in the forefront of the whole Jiangsu Province.Since 2019,in order to compete for the market,Nantong Telecom and Nantong Unicom have carried out personalized marketing for high-end customers for many times.Various marketing schemes emerge in endlessly.Facing the personalized marketing policies of the two operators,how can Nantong mobile grasp the high-end users and improve them The satisfaction of high-end customers and the enhancement of customer loyalty are the great challenges faced by Nantong mobile.Based on the above research background,this paper hopes to develop corresponding satisfaction promotion methods according to the characteristics of Nantong Mobile's high-end customers,strengthen the in-depth mining of customer needs,and find customer derogatory factors,so as to help enterprises grasp core resources,seek development in stability,and create a better situation with services.On the basis of combing the relevant theories of service quality,the first is to design a questionnaire based on the current situation and interviews with customers.Through the questionnaire survey,we can get the service quality evaluation of high-end customers for Nantong mobile.Secondly,through the statistical analysis of the survey results,find out the crux and deep-seated reasons of the items with low scores.Thirdly,according to the analysis,put forward a systematic and targeted promotion plan;finally,further clarify the implementation of the promotion plan,key and difficult points,safeguard measures,risk analysis and response to ensure the implementation of the plan.At this stage,high-quality customer service is the growth point of operators' industry profits.Therefore,the improvement of service quality can not only improve the satisfaction and loyalty of high-end customers of Nantong mobile,bring continuous middle income contribution,but also improve the brand image of Nantong mobile and enhance the competitiveness of enterprises..