Peter. Du Luck has been detected that the company's first task is "creating customers." Li. Akaka emphasized this same point of view, he said: "The only work of each person in this company (Chrysler) guarantees customers from quality, productivity and satisfactory." What environmental factors make customer satisfaction more and more important? Lisect some companies that put "customer satisfaction" as one of the main goals.
l 93% of CEO believes that customers' management is the most important factor in companies success and more competitiveness --Aberdeen Group
l The customer loyalty increases by 5%, and the increase in profits will reach 25% ~ 85% - Harvard Business Review
l A very satisfactory customer's purchase will will six times a satisfactory customer --XEROX research
l 2/3 Customers left their supplier because customers are not enough --Yankee Group
With the increasing cyanosis of China's market competition, the income between enterprises has begun to turn to customer resources based competition, and customer resources are gradually replacing product technology itself, and become the most important resources of the enterprise. Pay attention to customers, study customers, and discuss "how to make customer satisfaction" has become an indispensable element of modern enterprises to achieve competitive advantage.
With the continuous improvement of living conditions, people's demand levels are gradually improved, and they are no longer satisfied with basic life needs, but pay more attention to products and services with personalized and human emotions. Enterprises with certain strategic eyes, pay more and more attention to consumers' preferences and feelings, they always pay attention to changes in consumer demand, and communicate with consumers, and quickly adopt corresponding market actions to meet the changing consumer demand. In the fierce market competition, companies must turn to "people-oriented" marketing concepts, enabling business, focusing on customer service and improving customer loyalty, and focusing on establishing a long-lasting competitive advantage in business management. To this end, the various departments of the enterprise must cooperate to design and implement competitive customer value transfer systems to satisfy the needs of customers, and work well in customer satisfaction, and further strengthen the credibility of enterprises and customer loyalty.
Studies have shown that the cost of developing a new customer is equivalent to maintaining 5 to 10 times the old customers. With the arrival of the buyer's market, the border of the market, the bottom line of the price war is gradually appearing, but the needs of customers seem to have never ended. With the sea net, it is better to get fish. When the consumer is disappointed with the service, there is a chance to choose another service provider. For all enterprises with fierce competition on the service, providing better service than competitors is the key to the enterprise occupation of the market. However, due to the invisibility and unspeakability of the service product, if it is not possible to receive feedback from the customer correctly, any service commitment is a kindness of the business executive. One step by customer satisfaction is to let customers have good conditions and channels to make real opinions, to determine the main problems in the current service, so that companies know what to take action, ultimately disappoint customers.
In summary, the following points are summarized:
1. Customer satisfaction is both the starting point of the company and the foothold
2. Customer satisfaction enables companies to get higher long-term profitability
3. Customers are satisfied to make companies get better in competition
4. Customers are satisfied with the changes in companies to cope with customers' needs
The following companies are examples of companies that are "customer satisfaction" as the main goal:
Motorola
Haier
Xerox
