Research On Customer Loyalty Promotion Strategy Of SF Express Qingdao Branch

As a basic industry,express delivery industry plays an important role in promoting the development of national economy.The express industry in China began in the late1990 s.After years of development,the express industry has entered a stage of deep competition.Qingdao is an air,sea and land transportation hub in East China,with a developed economy,and is an important regional competitive market for express delivery enterprises.With the intensification of market competition,some old express enterprises are faced with the dilemma of declining customer growth or even losing customers,while new express enterprises need to accelerate the increase of customer resources to compete with old express enterprises.SF Express is one of the earliest express enterprises in China,and the construction of customer loyalty is realistic urgency.In this case,customer loyalty has become a magic weapon for express enterprises to compete for customer resources.SF Express is one of the earliest express enterprises in China.In the fierce market competition,the increment of customers has entered the bottleneck period,and the construction of customer loyalty has realistic urgency.In this paper,the Qingdao Branch of SF Express is taken as the object,and its customer loyalty promotion strategy is studied by literature,survey,statistical analysis and factor analysis.By combing the theory of customer loyalty,describing the current situation of customer loyalty of SF Express Qingdao Branch,and investigating the customer loyalty of SF Express Qingdao Branch,the research shows that the main problems in customer loyalty construction of SF Express Qingdao Branch are as follows: The service concept of brand influence needs to be improved,the perceived value of express customers is low,the trust and commitment of express customers is low,the price is lack of competitiveness,and the service ability of express personnel needs to be enhanced.This paper puts forward the customer loyalty promotion strategy of SF Express Qingdao Branch.The promotion strategy of express service products is to enhance the concept of express service,enhance the brand influence,enhance the perceived value of express customers,and optimize the price of express service.The customer promotion strategy is to focus on improving customer commitment and customer satisfaction,and provide poorly targeted services according to customer differences.The improvement strategy of personnel service ability is to improve the accuracy of express service.In addition,it is also necessary to establish supporting guarantees from capital investment,network and configuration,informatization,express service assessment and other aspects to effectively promote the implementation of the customer loyalty promotion strategy of SF Express Qingdao Branch.In terms of capital investment,it is necessary to attract strategic investors,make a separate capital plan for customer loyalty construction,ensure the subsequent capital investment in operation,and have enough capital invested in some infrastructure closely related to customer loyalty.In terms of information construction,we should do a good job in information planning,take the overall control system as the overall focus of information construction,and constantly enrich the information system.In terms of express service assessment,the balanced scorecard is used to design the assessment scheme and highlight the customer loyalty assessment.