Research On M Company Customer Satisfaction Countermeasures

Customer satisfaction is the customer expectation for the company which provides the intangible service and tangible products to satisfy its customer value.The rate of customer satisfaction lies in the loyalty of the customer and the company’s key factors for sustainable development.For companies with strong brand recognition and outstanding products,customer loyalty can determine the competitiveness and creativity of the industry where such companies belong.The higher the customer satisfaction rate,the more innovative the company is motivated to be.Conversely,the company faces obstacles due to external and internal factors in its innovation and lowers its product competitiveness.Internationally,since 2018,the trump administration has taken measures to restrict the export of furniture to the US by increasing tariffs.By the end of 2021,there existed roughly 6647 companies of scale in China.Maintaining and managing strong customer loyalty is tough for any company facing such a fiercely competitive furniture industry.Customer satisfaction reflects consistency,compatibility and proportion of profit maximization between the company and its customer.On the basis of literatures on customer satisfaction index and customer relationship management as well as service quality gap models,this article conducts an analysis of customer crisis in approaches to improve M company’s customer satisfaction.It also offers some constructive strategies accordingly to maintain strong customer loyalty and high returns.First,in terms of research methodology,through extensive research on certain literatures,this article employs case analysis to elucidate customer expectation gaps and the accuracy and efficiency of customer information between M company and its customer satisfaction,showcasing the difference and contradiction between M company’s management philosophy and its customer expectation.The difference between the two sides triggers customer satisfaction in its nature,while contradiction between M company and its customer reveals inevitable cultural conflicts,communication barriers and a series of customer relationship management issues.Second,questionnaire research analysis points to the proportion of customer satisfaction towards M company and its imbalance.High proportion brings sizable economic benefits in M company’s product quality acceptance and brand recognition,while low proportion lies in the M company’s message delivery service to the customer and the imbalance of customer expectation.On the one hand,imbalance in the daily communication methods and contract fulfillment rates can bring negative review of M company,resulting in customer complaint frequency higher than the limit set by the company;on the other hand,it demonstrates that customer complaint frequency is unable to attract the attention of the higher-level managerial staff to get improvement.Finally,analogical analysis method is used to study the similarity and difference between different customer attributes.It also constructively proposes that improving customer satisfaction and maintaining good customer relationship needs taking into account the different attributes of customers,therefore highlighting the correlation between customer expectation and customer values and cultural background.The article also reveals that M company has customer satisfaction issues due to insufficient command of information relating to customer expectation and customer value.It also points out management issues M company’s higher-level managerial staff has in resolving customer satisfaction problems and customer relationship management,such as cognitive bias in personal management and dictatorial management style.The analysis concludes that customer satisfaction is important to a profit-driven company,and that the sustainability of customer loyalty in customer relationship depends upon the company’s knowledge of the actual needs of its target customer,providing transparency in customer expectation and customer value through the quality of products and services that the company offers.