Service Research Of A Drug Retail Chain Based On Customer Experience

The emergence of drug retail chain stores,on the one hand,has satisfied the needs of consumers for the convenience of drug purchase;on the other hand,with the gradual trend of the outflow of hospital prescriptions,it has also played an increasingly important role in the self-medication and drug availability of Chinese people.Report as 19 health China strategy is proposed,for the people provides the omni-directional health services will be gradually deepened,and full cycle as an organic part of a sound system of drug supply security and important carrier of drug retail enterprises not only bear the direct for the masses to provide basic medical function,its service level should also comply with people's growing for a healthy life needs to be synchronized to ascend,for pharmaceutical retail enterprise itself development also has a role in promoting.China has a large number of drug consumers,who also have various demands for drugs,such as treatment of diseases,health care,random consumption,etc.Drug retail stores assume the responsibility of the most terminal link for drugs to enter the hands of consumers.At present,consumers pay more and more attention to their own consumption rights and interests,and pay more and more attention to personal experience and services.As the pharmaceutical retail chain enterprises of the rights and interests of consumers' health,must conform to the objective requirement of the era of comprehensive customer experience,not only to provide customers with convenient and fast drug consumption services,but also should give respect for the full experience of users and condensation in the service,let the drug consumers feel respect,caring and considerate.This paper tries to apply theory of customer experience in shanxi local pharmaceutical retail chain enterprises,on the customer experience theory,the theory of customer service related theory as the research basis,in the pharmaceutical retail chain enterprises in our province A as the research object,through A series of scientific method,are analyzed in detail.Aenterprise in the supply of products,sales process,to meet customer psychology,meet life practical service links such as customers,pointed out that A enterprise in services can be conducted from the perspective of customer experience effective system path of ascension,This paper explains how the local drug sales chain enterprises in shanxi represented by A should update their service concepts,so as to keep up with the service demands closest to consumers' psychology and achieve leapfrog development effectively.This paper summarizes the background,significance,ideas and methods of the research and the innovation points of the research.Then,the literature contents such as the concept of customer experience,the development of customer experience theory and the development of customer service theory are sorted out,and the limitations of the existing customer experience theory on the service of drug retail chain enterprises are pointed out.Next,combining the status quo of the pharmaceutical chain industry and the particularity of the pharmaceutical sales industry,this paper makes A detailed analysis of the pharmaceutical sales chain enterprise A and its competitors.In A pharmaceutical sales chain enterprise is influenced by the factors of customer experience is put forward after analyzing the structure of the service,and has carried on the questionnaire survey,analyzed the characteristics of the enterprise serves A population,analyzed the marketing of products,analyzed the specific content of the customer experience,analyzes the effect of service,for which the problems,discusses the causes of the influence and related analysis;Finally,this paper proposes improvement strategies from the aspects of products,services,customer experience content and service effect.