With the continuous deepening of economic globalization and the rapid development of e-commerce,China has basically entered the demand-side market.The product categories that customers can freely choose are constantly enriched,and the requirements of customers on product quality and after-sales service are also increasingly high.Enterprises are facing increasingly fierce market competition.Facing such a competitive market,how to achieve survival and development,in an invincible position,is a problem that every enterprise must face.generally speaking,enterprises can obtain and maintain competitive advantages in two ways: one is to continuously expand the scale of development,improve product quality and develop the hard strength of enterprises;The second is to provide better quality customer service than competitors,that is,to improve customer satisfaction,constantly improve service quality,build quality customer service system,enhance the soft power of the enterprise.Customer satisfaction measurement and improvement is a very important channel for enterprises to improve their soft power.Positive,take the initiative to collect information of customer satisfaction,understand customer’s real needs,comprehensive analysis of the customer’s true feelings,accurately grasp the customer’s purchase intention,the quality of the finished work for testing and appraising customers’ satisfaction de gree,and combined with the actual situation of enterprises,targeted to make satisfaction optimization scheme and implement,in order to improve customer satisfaction,and can effectively improve enterprise’s soft power,and help enterprises to win competition in the market.ZB distance education company has been developing rapidly in recent years,and the scale of the company has been expanding continuously.However,with the development of ZB distance education company,not only the performance has been increasing,but also the work intensity of customer maintenance and other work requirements have been increasing.However,in the new development environment,the enterprise has not paid enough attention to the work of customer satisfaction,with outdated concepts and unsatisfactory work results,which are mainly reflected in the following aspects: some staff have a weak sense of service and ignore the reasonable demands of customers;Long work cycle,low work efficiency;Lack of communication and feedback with customers...From ZB remote education with the current situation of the customer satisfaction assessment,according to the development strategy of the gremote education company actual situation,combined with the current customer satisfaction measurement presented by the new characteristics of the gremote education company’s existing customer satisfaction evaluation mechanism is optimized,explore,design the testing and appraising customers’ satisfaction degree is suitable for the new ZB remote education company mana gement mechanism,a new mana gement mechanism is mainly do the following improvement: to create new customer service system;Introduce the new concept of customer satisfaction measurement and implement it.Timely understanding of customer needs,the maximum extent to meet customer needs;Value customer experience.So as to improve customer satisfaction and customer loyalty.Under the new competitive environment,the purpose and original intention of this paper is to improve the evaluation level of customer satisfaction,explore new ways,methods and ideas,analyze and study various factors affecting customer satisfaction,and help enterprises win the fierce market competition.Today,when performance management is increasingly widely used,the purpose and original intention of this paper is to establish and optimize effective performance management schemes and try new performance management concepts to help enterprises adapt to local conditions,adapt to the fierce competition environment and form their own core competitiveness. |